Home / Product Selection / Internet / Connectivity

If you're unable to connect to the internet, there is a simple way to determine what may be causing the problem - looking at the DSL light on your router. This light provides information about your broadband signal.

If the DSL light is flashing or off then your router is not receiving a broadband signal. This could indicate a problem with your physical connections or telephone line.

If the DSL light is on or flickering then you are getting a broadband signal. If this is the case but you still can't connect, the problem lies elsewhere. For example, incorrect settings on your router or a firewall blocking the connection. If your DSL light is on and you can connect with a cable, but are having problems with your wireless connection, please see: I'm unable to connect wirelessly.

For step-by-step instructions on how to resolve the problem, check the status of your DSL light:

If you are having problems with your BT Broadband connection, here are some simple steps to get you on the move.

Step 1: Perform a 'power cycle'

Many connection problems are solved by 'power cycling' - which is simply shutting down and turning off your router and computer in a controlled manner and then turning everything back on again.

Try power cycling your router or BT Home Hub by removing the plug from the socket, waiting 30 seconds and then plugging it back in and waiting for it to finish booting up. If this doesn't help, reboot both your router and computer. 

 Learn more about power cycling

Step 2: Has your broadband service been activated yet?

If you're a new customer and you're trying to connect for the first time, then you need to be aware that your BT Broadband connection can be made active any time up to midnight on your chosen day of activation. So if you're experiencing first-time connection difficulties then please wait until tomorrow and try again.

Step 3: Check your phone line's working

Problems with your phone line can affect your broadband so it's useful to check it's working. If you're a BT phone line customer, you can use our line checker:

 Line checker

Step 4: Use BT Broadband Desktop Help

If you have a compatible computer this handy diagnostic tool would have been installed along with your BT Broadband software. It checks your set-up and attempts to restore your settings to when you last had a working connection.

To run BT Broadband Desktop Help, click on the icon on your computer desktop. The icon will look like either of the two icons below:

If you can't find either icon, please download BT Broadband Desktop Help now (please note: BT Broadband Desktop Help is not currently available for Apple Mac users):

 BT Broadband Desktop Help

Step 5: Have you checked your leads?

You'd be amazed how many problems are caused by a loose lead. First check that all the power, data and telephone leads connecting your computer, router, Openreach modem (if you've got fibre-based broadband like BT Infinity) and telephone socket are plugged in properly. 
 More about checking your wiring 

Step 6: Check your microfilters (ADSL filters).

It's vitally important to make sure there's a broadband filter plugged into every active telephone socket in your house, including sockets used by Sky boxes. Active sockets are ones with a telephone or other device such as a fax plugged in. You don't need to bother with sockets that aren't being used for anything.

You don't need microfilters if your master socket has a broadband faceplate. A broadband faceplate has two sockets - one for your phone line, and another for your broadband.

You also don't need microfilters if you've got fibre-based broadband, like BT Infinity. You'll know you've got fibre-based broadband if your broadband setup looks like this, with your BT Home Hub plugged into an Openreach modem using an Ethernet cable.

 

 Why do I need microfilters and where do they go

Step 7: Check our broadband service status line

It's possible that there could be a temporary problem at your local exchange that is affecting every broadband connection in your area. 

 Check online for broadband service problems in your area 
 Call our broadband service status line on Freephone 0800 169 0199

Step 8: Is your computer compatible?

If you didn't check your computer was compatible before ordering BT Broadband or you've just changed to a new computer, your problem may lie here. Please check the computer requirements page and upgrade any components that do not meet the minimum standard. 

 Check computer requirements

Step 9: Do you have security software installed and enabled?

If you don't then it could be that your connection is running slow because of a virus or trojan or spyware. You can learn about all these problems and how to solve them by viewing our video tutorial below: 

 Video tutorial about troubleshooting slow or intermittent internet connection

Step 10. Can't connect wirelessly?

Electrical items such as microwaves and halogen lighting can interfere with wireless connections. You'll also have an unreliable wireless connection if your computer is only just in range of your Hub or router.

 More about improving your wireless connection

Your computer might not be able to find the wireless signal from the Hub. Or you might be able to see the signal, but your computer can't connect to it. If you need help setting up a wireless connection or fixing your wireless connection, please use the link below: 

 Get help connecting using wireless

Step 11: If you have tried all these steps

If none of this helps, and you're still unable to connect to your broadband service, please contact us.

 Call our broadband helpline on 0800 111 4567 (open 24 hours a day, 365 days a year)

If you are calling from a mobile, we have introduced alternative contact numbers to reduce the cost of your call. Calls to this number will cost no more than a national rate call to an 01 or 02 number and will count towards any inclusive minutes in the same way as 01 and 02 calls. 

 Call our broadband helpline from a mobile on 0330 123 4567

Here you can check if the internet and telephone network is OK in your area. This list of known issues and planned engineering works is updated regularly. Click on a message title to see details.

If a broadband problem affecting your area has only recently been resolved, you may still need torestart your modem or router to restore your broadband service.

This occurs when your automatic wireless settings are given priority to a connection to BT Openzone or BT FON over a connection to your BT Home Hub or home router. This article shows how to solve the issue for:

• Windows XP Wireless Auto Configuration
• Windows Vista Wireless Network Connection Manager
• BT Wireless Connection Manager

If you're using other wireless management software check the user documentation.

Windows XP Wireless Auto Configuration

If you have connected to BT Openzone in the past it will have been automatically added to the list of your preferred wireless networks.

1. Double click the 'Wireless Connection' icon from the System Tray. 'Note:' If the wireless connection icon is not available in the System Tray, click 'Start > Control Panel > Network Connections', double click on the 'Wireless Network Connection'.
2. The following window appears. Click 'Properties'





3. Click 'Wireless Networks' tab.
4. When you switch on your computer, it attempts to connect to the networks listed in the order they appear. So if BT Openzone is higher in the list than your BT Home Hub and both wireless networks are in range then you will be automatically connected to BT Openzone.



There are three ways to get around this issue:

• Move your BT Home Hub so it is higher in the list than BT Openzone. 
  Do this by selecting your Hub in the list and clicking on the 'Move up' button until it is above BT Openzone.



• Change BT Openzone so that it requires a manual connection. 
  Select 'BT Openzone' in the list and click on the 'Properties' button. Select the 'Connection' tab and ensure the tick is removed from the 'Connect when this network is in range' box.
• Remove the BT Openzone entry if you no longer require it. 
  Select 'BT Openzone' in the list and click on the 'Remove' button.

Your computer may also be configured to allow automatic connection to non-secured networks (BT Openzone is a non-secured network). To stop this from happening click on the Advanced button in the window shown below. In the next window, make sure that 'Automatically connect to non-preferred networks' is not ticked (highlighted in the screen below).

 

5. Wait a few seconds. The wireless icon on the System Tray will go into searching mode and will connect to the Home Hub immediately. 
   
   

Back to Top

Windows Vista Wireless Network Connection Manager

If you have connected to BT Openzone in the past it will appear in your list of preferred networks (highlighted below in red.) This screen can be accessed by clicking 'Start' > 'Control Panel' > 'Network & Internet' > 'Network and Sharing Centre'. From the Network Sharing Centre click on the 'Manage wireless networks' link on the left hand side of the window.

• Move your BT Home Hub so it is higher in the list than BT Openzone

  Do this by selecting your Hub in the list and clicking on the 'Move up' button until it is above BT Openzone.

• Change BT Openzone so that it requires a manual connection

  Select BT Openzone in the list and click on the 'Properties' button. Select the 'Connection' tab and ensure the tick is removed from the 'Connect when this network is in range' box.

• Remove the BT Openzone entry if you no longer require it.

  Select BT Openzone in the list and click on the 'Remove' button.

Back to Top

BT Wireless Connection Manager

If you have connected to a BT Openzone in the past it will appear in your list of connection profiles (highlighted below in red.) This screen can be accessed by clicking 'Start' > 'All Programs' > 'BT Wireless Connection Manager' > 'BT Wireless Connection Manager', then select Manage connection profiles.

When you switch on your PC it will attempt to connect to networks listed in the order they appear. If BT Openzone appears above your BT Home Hub and both are in range then you will be connected to BT Openzone. To get around this issue you should move your BT Home Hub higher in the list than BT Openzone.

Do this by selecting your Hub in the list and clicking on the 'Move up' button until it is above BT Openzone.

First, pick your phone and check for a dial tone - no tone, no broadband. If your phone line isn't working, please check Sky Talk Troubleshooting or contact your line rental provider.

Also check our Service Status page for any known broadband outage in your area. If no outages are shown in your area, these steps should help you reconnect:

1. Shut down your computer and then switch both your computer and your router off at the plug. Now switch them back on again.

2. Check the lights on your router. The internet light (@ sign) on your router should flash green if the router is connected.

3. If the internet light (@ sign) on your Sky wireless router is not flashing green, check that all the microfilters (pictured below) and telephone extension cables are plugged in correctly.

4. If your microfilters and cables are properly connected, check your telephone line - just pick up the receiver and listen. If you hear a clear dial tone, it's unlikely that there's a problem with your phone line. If you don't hear the dial tone, or the line is crackly, please contact your telephone provider - if that's Sky, see our troubleshooting guide.

5. If the Internet light on your Sky wireless router is shining solid green then your router is connected, but your computer is not.

a. Check your computer settings 
b. Check that there is nothing in your home set-up that could be interfering with your wireless signal. 
c. Try connecting to the internet via a wired connection using the Ethernet cable that came with your router. See our video guide.

If you still don't have a connection, go through the checklist below.

What to check if you have no Sky Broadband connection:

• Do you have microfilters fitted on all your phone sockets?
• Is your Sky wireless router in a good position?
• See if there is a problem with your telephone line.
• Do you have the correct network connection settings?
• Have you recently installed a new program, such as an antivirus application? 
  
• Have you recently changed your wireless password? 
  
• Has there been a problem with your last bill payment?

Still having problems?

Try resetting your router. While your Sky Broadband router is switched on, press and hold a blunt pointed object (such as a pen) in the small reset button on the back until the test light blinks, then release the button. Your Sky Broadband router will now restart with the default settings.

The O2 Home Broadband Assistant helps you keep your O2 Home Broadband connection working. The software installs automatically on your computer when you use the O2 Home Broadband setup CD. After that it runs every time you turn on your computer. You'll find it in your system tray (the small group of icons in the bottom right of your screen).

O2 Home Broadband Assistant works quietly in the background. It checks your connections for problems. And it can tell you about:

• your operating system and hardware
• your home network
• your email accounts.

Internet connection problems

If you're having trouble getting online, the O2 Home Broadband Assistant will test your connection to see what's going wrong. If it finds something, it gives you an 'assistance code' that will help the O2 Techies  sort out the problem. It's a basic diagnosis, but it's often a good starting point. If you still need help after that, call 0800 230 0202 .

Wireless network problems

If your wireless connection isn't working, the O2 Home Broadband Assistant helps find out what's wrong. Sometimes it repairs the problem automatically.

Email problems

If you use Microsoft Outlook or Outlook Express, you can see all your email settings with the O2 Home Broadband Assistant. If there's a problem, it helps work out what's wrong.

Internet Explorer problems

Your O2 Home Broadband Assistant clears out temporary internet files and keeps your browser clean.

Live chat for problems you can't fix at home

If the O2 Home Broadband Assistant can't sort out the problem, you can use the built-in live chat software to talk to us. With a couple of clicks, you can start chatting with an expert . It works just like any other instant messaging software, such as MSN Messenger or an online chat room. It's free too.

Here's how you start a live chat online:

1. Click Help on the left-hand side .
2. Select Chat now.
3. Type in your message, query or problem .
4. Someone at our end will pick up your message and get straight back to you.

Remote assistance

If you're happy to let us get stuck in, we can fix things there and then. The remote assistance feature of O2 Home Broadband Assistant lets us tinker with your computer while you're with us online – but only if you give us permission.

We'll even talk you through what we're doing so you can fix the problem yourself if it happens again. Just call us  on 0800 230 0202  and we'll take it from there.

Security and privacy with live chat and remote assistance

With remote assistance, you stay in control. We can't change anything on your computer without your permission. And we never go into your personal files or delete personal information. The team behind remote assistance work to strict guidelines. They're monitored all the time. And if you do have anything open or on view in your computer that you don't want us to see, just close it down before you let us in.

Live chat is secure too. We can't start a live chat with you. Only you can start one. That means we can't interrupt you while you're working or butt in on private conversations. At the end of a live chat or remote assistance session , a box pops up to say that the session has ended and we’ve left your PC.

View our interactive guide to get more support setting up and going wireless

First, unplug your O2 wireless box. Wait 15 seconds. Plug it back in, then try again in a couple of minutes.

If that doesn’t work:

Check your phone line
Is there a dial tone? If your phone line’s down, your broadband won’t work. Call BT.

Check your cables
Is everything plugged in tightly?

Check the lights on your O2 wireless box
‘Power’, ‘Broadband/DSL’ and ‘Internet’ should all be green. If not, unplug the wireless box. Look on the back of the box for a tiny hole marked ‘Reset’. Get a small pin or paperclip, and use it to keep the reset button pressed in while you turn the box back on. When the light goes amber, you can let go.

If none of that helps, the problem might be at our end. Call us free from any landline on 0800 230 0202 (drop the first ‘0’ to call free from your O2 mobile).

View our interactive guide to get more support setting up and going wireless