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  • Unable to connect to the internet

    • 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:


    • View More: TalkTalk Unable to connect to the internet
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    • View Answer at http://help.talktalk.co.uk/app/answers/detail/a_id/1422
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  • I've got no broadband connection

    • 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 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 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:

      New BT Broadband Desktop Help desktop icon Old BT Broadband Desktop Help desktop icon

      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 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 More about checking your wiring 

       

      Step 6: Check your microfilters (ADSL filters).

      Typical ADSL broadband connection

      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.

      Typical fibre-based broadband connection 

      Why do I need microfilters and where do they go 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 Check online for broadband service problems in your area 
      Call our broadband service status line on Freephone 0800 169 0199 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 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 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 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 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 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 Call our broadband helpline from a mobile on 0330 123 4567


    • View More: BT I've got no broadband connection
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    • View Answer at http://bt.custhelp.com/app/answers/detail/a_id/7046/c/346
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  • My broadband connection keeps dropping

  • Service status messages

  • My computer connects to BT Openzone or BT FON instead of my BT Home Hub

    • 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:

      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.

      5. 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).

         
      6. 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.

      Wireless Networks screen 

      When you switch on your computer, it attempts to connect to the networks listed in the order they appear. So if BT Openzone appears higher in the list than your BT Home Hub and both are in range then you will be 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.

      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.


    • View More: BT My computer connects to BT Openzone or BT FON instead of my BT Home Hub
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    • View Answer at http://bt.custhelp.com/app/answers/detail/a_id/12363/c/346,502,504
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  • I have no connection

  • Sky Service Status

  • O2 Service Status

  • What is O2 Home Broadband Assistant?

    • 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


    • View More: O2 What is O2 Home Broadband Assistant?
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    • View Answer at http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE/,/?St=201,E=0000000003153675279,K=8216,Sxi=2,T=guruCase,VARSET_COBJID=24039,Problem=Obj(24039)
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  • Why isn’t my wireless box working?

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