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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. 
   
   

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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.

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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

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

Check out our O₂ Guru TV video below:

Help Videos

How to understand the lights on a wireless box on O2 Home Broadband

If your wireless seems unreliable or your Internet connection appears to be running slowly, it might be worth resetting your O2 wireless box.

The easiest way to do this is to simply turn it off. Wait for 30 seconds and then turn it back on again.

If this hasn't helped, we can perform a factory reset by going into the O2 Home Broadband advanced settings:

• Make sure your computer is connected to the O2 wireless box, either wirelessly or via a network cable.

   

• Open your web browser (eg Internet Explorer).

   

• Type http://o2wirelessbox.lan into the address bar and press 'Enter.'

   

• The O2 Home Broadband advanced settings should now load.

   

• If this doesn't work, try typing http://192.168.1.254 into the address bar and pressing 'Enter.'

   

• Once you've opened the O2 Home Broadband advanced settings, choose 'O2 wireless box' from the menu on the left of the screen.

   

In the main area of the screen you’ll see the subheading 'Pick a task.' You might have to scroll down the page to see it. Underneath this heading, click on 'Return To Factory Default Settings'. This will remove any settings you have changed or set up by yourself, so if you have made any changes to the settings on the box these will be lost and will need to be set up again.

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

If the Broadband or DSL light on your O2 wireless box isn't on or is red, it usually means it's having problems finding a broadband signal on your landline.

If you have signed up for O2 Home Broadband recently then it's likely your landline is still to be activated. We'll send you a text message and email once the line is activated – it can take up to two weeks.

If you've previously connected to O2 Home Broadband without a problem, wait a few minutes then try connecting again. If it's still not working, try the following steps:

Make sure everything is switched on correctly

Are all the power sockets properly connected and plugged in?

Check your landline

Pick up a telephone connected to your landline and listen for a dial tone. If there isn't one, BT can look into this – so give them a call.

Restart everything

Shut your computer down. Unplug the O2 wireless box and disconnect it from the phone line (make sure you note where everything goes). Leave it switched off for at least one minute. Then reconnect everything and switch it all back on. If it was just a glitch, this will probably fix it.

Check your connections

Make sure your O2 wireless box is connected to the landline through a broadband filter. These are the little white boxes with a short length of wire coming out from one end. We sent you two of them when you joined us.

Also check everything else plugged into your phone line is connected through a filter too. That includes telephones, fax machines, Sky boxes, burglar alarms and other devices in your house.

Don't use long cables

Make sure you use only the supplied grey DSL cable to connect your O2 wireless box to the phone line. Don't use your own extension leads, and if you're using a splitter to turn one phone socket into two, remove it.

Unplug everything else

If you have other things plugged into your landline, disconnect them one at a time. If removing something in particular fixes the problem then it was probably interfering with the O2 wireless box.

Plug the O2 wireless box into your main BT landline socket

The O2 wireless box works best if it's connected to the main BT socket in your home. This is usually the socket nearest where your telephone line comes through the wall into your house.

If you've tried everything above and are still encountering problems, then give us a call on 0800 230 0202 free from a landline, or drop the first '0' to call free from an O2 mobile.

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

It's normal for the Broadband or DSL light to flash when you turn on the O2 wireless box. But if it's working properly, it should stay lit after a few seconds. If it carries on flashing for more than about 30 seconds, there's a problem.

If you only ordered O2 Home Broadband recently, your BT landline probably hasn't been activated yet. This takes a little time - you'll get a text message and email from us when it's been done.

If you've connected to O2 Home Broadband before, and it's recently stopped working, try the following:

Check your connections

Make sure your O2 wireless box is connected to your landline through a broadband filter. These are the little white boxes with a short length of wire coming out from one end. We sent you two of them when you joined us.

Everything else plugged into your phone line must be connected through a filter too. That includes telephones, fax machines, Sky boxes, burglar alarms and so on.

Check your landline

Pick up a telephone connected to your landline and listen for a dial tone. If there isn't one, BT can look into this – so give them a call.

Restart everything

Shut your computer down. Unplug the O2 wireless box and disconnect it from the landline (make sure you note where everything goes). Leave it switched off for at least one minute. Then reconnect everything and switch it all back on. If it was just a glitch, this will probably fix it.

Don’t use long cables

Make sure you use only the supplied grey DSL cable to connect your O2 wireless box to your landline. Don't use your own extension leads, and if you’re using a splitter to turn one phone socket into two, remove it.

Unplug everything else

If you have other things plugged into your landline, disconnect them one at a time. If removing something in particular fixes the problem then it was probably interfering with the O2 wireless box.

Try moving the grey DSL cable and O2 wireless box

It could be that something near the O2 wireless box is interfering with it. Try repositioning the box and moving the grey DSL cable. Other electrical items like microwaves, heaters and televisions can occasionally cause problems.

Plug the O2 wireless box into your main BT landline socket

The O2 wireless box works best if it's connected to the main BT socket in your home. This is usually the socket nearest where your telephone line comes through the wall into your house.

If these steps don't solve the problem, give us a call on 0800 230 0202 free from a landline, or drop the first '0' to call free from an O2 mobile.

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

Check out our O₂ Guru TV video below:

Help Videos

How to understand the lights on a wireless box on O2 Home Broadband

Have you checked the power cable is firmly plugged in, and switched on at the socket?

Ok. Just in case there's something wrong with the socket, try plugging the box into another socket somewhere different.

If neither of these makes any difference, please call us on 0800 230 0202 free from a landline, or drop the first '0' to call free from an O2 mobile.

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

Check out our O₂ Guru TV video below:

Help Videos

How to understand the lights on a wireless box on O2 Home Broadband

If your internet connection stops working and you notice you have a red internet light there are a few quick things you can do to try and fix it before you need further support from us

Try a full reboot of your router by switching it off and removing the power supply. Then plug it all back in and switch your router back on.

If you still have a red internet light, try a factory reset of your router (this will reset any changes you've made to the settings on your box, and would mean they need to be set up again). You can do a factory reset by following the instructions from the related links below.

If you still experience a red internet light on the box, make sure you have a solid green DSL or Broadband light.

If this is solid green and your internet light is still red, call us on 0800 230 0202.

If your DSL or Broadband light is flashing or unlit follow the instructions from the related links below.

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

Check out our O₂ Guru TV video below:

Help Videos

How to understand the lights on a wireless box on O2 Home Broadband

If you're having trouble getting online or if the Broadband/DSL light on your O2 wireless box isn't on, there might be a problem with your connection.

Don't panic - there’s usually a fairly simple solution.

Has your landline been activated?

If you have signed up for O2 Home Broadband recently then it's likely your landline is still to be activated. We'll send you a text message and email once the line is activated – this usually happens within two weeks.

Check your O2 Home Broadband Assistant

If your landline's been activated and you used the set up CD to install O2 Home Broadband, you'll have the O2 Home Broadband Assistant on your computer. This software can spot problems and help you fix them. So, if something’s gone wrong and it offers help, it might be the quickest way of getting things fixed.

Turn everything off

Turn everything off and then back on again. Sometimes the simplest things work best.

Switch your computer off first. Go to the 'Start' menu and choose 'Shut Down'. Then turn the O2 wireless box off – there's a switch on the back.

Take a moment to check there aren't any loose cables. Then turn the O2 wireless box back on. Wait for the Internet light to come on and stay on. Then turn your computer back on.

Check the lights

If there's a problem with your connection to the Internet, you can often tell from the lights on the O2 wireless box. The Internet and Broadband/DSL lights should be green if the box is working normally.

If they're not working or if they are red, then there might be a problem. The Internet light flashes if the connection's being used for anything. But the Broadband/DSL light should stop flashing soon after you turn the box on.

Check the wires

First of all, pick up a telephone connected to your landline and listen for a dial tone. If there isn't one, that's the problem. Your landline provider can look into this, so give them a call.

Make sure you use only the supplied grey DSL cable to connect your O2 wireless box to the landline. Don’t use your own extension leads.

If you have other things plugged into your landline, disconnect them one at a time. If removing something in particular fixes the problem then it was probably interfering with the O2 wireless box.

Try the O2 Home Broadband Assistant

If you used the set up CD to install O2 Home Broadband, you'll have the O2 Home Broadband Assistant on your computer. It can run some tests on your landline and computer to try and work out what's wrong.

To start the tests, look for the O2 Home Broadband Assistant icon at the bottom right of your screen. Double-click on it. Then click on 'Check Connection' and choose the 'Get Connected' link.

Plug the O2 wireless box into your main BT landline socket

The O2 wireless box works best if it's connected to the main BT socket in your home. This is usually the socket nearest where your telephone line comes through the wall into your house.

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

According to the lights on your O2 wireless box, your connection seems to be working. But when you try and go to a website you get one of the following messages:

• The page cannot be displayed

   

• The page you are looking for is currently unavailable

   

• The website might be experiencing technical difficulties, or you may need to adjust your browser settings

   

• Error: cannot find server or DNS Error

If you used the set up CD when you installed O2 Home Broadband, the O2 Home Broadband Assistant should guide you through some quick fixes.

If for some reason, the O2 Home Broadband Assistant can’t help, try working the steps below.

Solving the problem

There could be a number of reasons for these messages, so we're going to take you through all the different solutions. If you think you know the cause of the problem, try the appropriate one. Otherwise, work through them all in the order below until it's solved. It looks like a lot of work, but it shouldn't take that long.

Check other websites

Try logging on to a few trusted websites such as 'www.o2.co.uk,' 'www.google.co.uk' or 'www.bbc.co.uk'. If you can see one but not the other, the problems lie with that particular website, and not your broadband connection.

Delete temporary Internet files and cookies

Temporary Internet files and cookies are usually harmless files that websites save onto your computer's hard-drive. Though normally innocuous, they can occasionally stop you getting online. So it's a good idea to delete them every so often.

To do this in Microsoft Internet Explorer 6:

1. Go to the 'Tools' menu.
   
   
2. Choose 'Internet Options'.
   
   
3. Make sure the 'General' tab is selected at the top of the window.
   
   
4. Click the 'Delete Cookies' button and press 'OK' when prompted.
   
   
5. Also click the 'Delete Files' button – again, press 'OK' when prompted.

Now close every Internet Explorer window you have open, and then reopen the program.

To do this in Microsoft Internet Explorer 7:

1. Go to the 'Tools' menu.
   
   
2. Choose 'Internet Options'.
   
   
3. Under 'Browsing history', click 'Delete'.
   
   
4. Under 'Cookies', click the 'Delete cookies' button and press 'Yes' if prompted.
   
   
5. When that's done, click the 'Delete files' button and press 'Yes' if prompted.

Now close every Internet Explorer window you have open, and then reopen the program.

Temporarily disable your firewall

Your firewall tries to stop unsavoury websites from loading on your computer – protecting it from viruses and hackers.

However, sometimes your firewall can be a bit too keen and blocks sites that should be getting through. Other times you need to let it know which sites can always be allowed through – much like a guest list at a club.

Temporarily turning off your firewall lets you check whether this is the cause of the problem. Remember to turn it back on afterwards as your computer is unprotected without it.

If you're using your own firewall then you'll need to check the instructions to find out how to disable it.

If this fixes the problem, then you'll need to change how your firewall's set up so that it lets you view the websites you want to see.

If that still hasn't solved the problem, please give us a call on 0800 230 0202 free from a landline, or drop the first '0' to call free from an O2 mobile.

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

Secure websites are used for things like Internet banking and online shopping. They encrypt all the information that's transferred to and from your computer so nobody else can see it.

Even some webmail services, like Google Mail, are secure, so if your computer won't let you access them it can get really annoying. You can tell if a website is secure - the address should start 'https:' instead of just 'http:,' and most web browsers (like Internet Explorer) display a padlock.

It's often file sharing software – like Kazaa, Bearshare or Grokster – that causes these problems. We don't recommend installing this type of software on your computer. But if you do, make sure you use anti-spyware software (like McAfee Security for O2 Home Broadband) and keep up up-to-date.

If you're having problems using secure websites, try the following steps:

Add the website to your trusted sites list

• In 'Internet Explorer', go to the 'Tools' menu and choose 'Internet Options'.
  
  
• Click the 'Security' tab in the window that opens.
  
  
• Select 'Trusted sites', and then press the 'Sites' button.
  
  
• You'll see a box titled 'Add this Web site to the zone'. Enter the address of the site you're having trouble accessing.
  
  
• Now press 'Add'. Then 'Close'.
  
  
• Now click the 'Advanced' tab in the 'Internet Options' window.
  
  
• Scroll through the list of settings until you see 'Enable third-party browser extensions' (requires restart).
  
  
• Make sure the box next to this setting does not have a tick in it.
  
  
• Press 'Ok'. Now close every 'Internet Explorer' window you have open.
  
  
• Reopen 'Internet Explorer', and see if you can access the website now.

Check your firewall isn't blocking the site

If you have a firewall on your computer, it could be blocking secure sites. There are lots of different firewalls out there, so we can't give instructions for all of them. The easiest way to see if your firewall is the cause of the problem is to turn it off. If doing that lets you see secure sites then it's the cause of the problem.

You definitely shouldn’t leave your firewall turned off, so once you’ve found it's causing the problem, turn it back on. You need to set it so it lets secure Internet sites through.  This normally means changing the settings so port 443 is open. It sounds a little complicated, but the instructions that came with your firewall should show you how to do it.

The firewall built into McAfee Security for O2 Home Broadband is set to automatically let secure websites through.

Clear out Internet Explorer

• In 'Internet Explorer', go to the 'Tools' menu and choose 'Internet Options'.
  
  
• Click the 'Content' tab in the window that opens.
  
  
• Under 'Certificates', click 'Clear SSL State'. You should see a message saying that the 'SSL cache was successfully cleared'. Click 'Ok'.
  
  
• Now click on 'Personal Information'.
  
  
• Click 'AutoComplete'. Then under 'Clear AutoComplete History', click 'Clear Forms'.
  
  
• If you're asked if you're sure you want to do this, choose 'Ok'.

Now see if you can get onto a secure website.

Check your time and date

The time and date on your computer must be set correctly. To check, just move your mouse pointer over the clock at the bottom right of the screen. You'll see the date. If either this or the time displayed is incorrect, double-click on the clock.

This will open the 'Date and Time Properties'. You can change the date and time here. Just click on the relevant day on the calendar to choose the date. And type the time into the box beneath the clock face.

Once you've set the date accurately, click 'Ok' and see if you can visit a secure website.

Make sure there aren't any corrupted files on your computer

First, turn your computer off. Then load Windows in 'Safe Mode':

• Turn on your computer.
  
  
• Hold down F8 on your keyboard as Windows starts.
  
  
• If you're given a list of options, choose to start Windows in 'Safe Mode'.
  
  
• Once Windows has loaded, click on the 'Start' button. Choose 'Run'… and enter 'sfc/scannow' into the box which appears. Press the 'Ok' button. 
  
  
• If you're asked to insert your Windows XP CD at this point, do so. The CD probably came with your computer when you bought it.
  
  
• Now go to 'Start' and 'Run' again. This time, enter 'regsvr32 softpub.dll' and press 'Ok'.
  
  
• Finally, go to 'Start' and 'Run'. Enter 'regsvr32 urlmon.dll'. Press 'Ok'.

Once you've done all that, restart your computer and let Windows load normally. Open Internet Explorer and see if it's fixed the problem.

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

Check Microsoft’s advice

If none of this has worked, there are some other things you can do to try and fix the problem. There are details on Microsoft's website.

Give us a call

If you've tried everything but none of it seems to fix the problem, give us a call. Call us on 0800 230 0202 free from a landline, or drop the first '0' to call free from an O2 mobile. We'll do our best to try and sort this out.

If you can’t connect to the Internet, here’s a checklist to help you diagnose the problem.

1. Check to see if there's a known fault with the service

If we know of any reasons why the service may be temporarily unavailable (eg because of planned maintenance), we'll publish them on our service status page. Check this out first.

2. Try to connect to another web site

If you can connect to other web sites, the problem is with the particular web site that returned the error message. Double check that you have the right web site address, and have spelt it correctly, then click on Why can't I connect to a particular web site.

3. Check and restart your computer and broadband equipment

Can't access any web sites? As a basic check, make sure that all power leads and cables and in place and securely connected.

Are you using a modem and router? Try disconnecting your computer from the router, restarting the modem, and then connecting your computer direct to the modem. If you still can't connect, restart both the modem and your computer.

If you're not sure in what order to reboot, click on How to check and restart the modem and broadband equipment.

Are you using the Virgin Media Hub or Super Hub? Check out one of these articles for details on how to restart:

Troubleshooting the Virgin Media Hub

Troubleshooting the Virgin Media Super Hub

4. Check the lights

The lights on your modem or Virgin Media Hub can help you to diagnose a problem with your broadband connection. Each piece of equipment is different - so click on your broadband equipment type from the list below to find out more:

3Com CMX modem
3Com Tailfin modem
Motorola SURFboard modem – models 3100/4100/4200/5100
Ntl:home modem – models 100/120/200
Ntl 250 modem
Pace set top box
Samsung set top box
Scientific Atlanta WebSTAR modem – models DPX100/DPX110/EPC2100
Terayon Terajet modem
Virgin Media 255/256 modem

Virgin Media Hub

Virgin Media Super Hub

5. Are you using wireless?

If you're connected over wireless using a router or similar device, follow the steps in our How do I troubleshoot my wireless connection?

If you're connected over wireless using the Virgin Media Hub or Super Hub, follow the steps in our Troubleshooting the Virgin Media Hub orTroubleshooting the Virgin Media Super Hub article.

If you're not using wireless, or the article didn't solve your problem, go on to step 6.

6. Check your computer's IP address

The next step is to check your IP address, and make sure that you're recognised as a Virgin Media customer and can communicate over the Internet. How you do this depends on your operating system - choose yours from the list below:

The article you link to will take you through the rest of the checks you need to make.

Need help with equipment or services not supplied by us?

If you're still having trouble connecting to the Internet, and our technical support staff can't help because we didn't supply the equipment causing the problem,  why not call Digital Home Support on 0800 014 7398, and speak to one of our technical experts?

Got a Virgin Media Hub or Super Hub? Check out one of these articles for details on restarting. 

• Troubleshooting the Virgin Media Hub
• Troubleshooting the Virgin Media Super Hub

If you have a modem, or a modem and router set up, here's how to restart your broadband equipment and computer, and check connections.

Restart the modem/router and your computer

To restart your broadband equipment:

1. Switch off the power to your modem (and wireless router, if you have one) at the wall.
2. Shutdown your computer.
3. Wait at least 20-30 seconds.
4. Turn the modem on first, then wait for 90 seconds.
5. If you have a router, switch this on next, then wait for 90 seconds.
6. Turn your computer back on. 

Checking the connections to the modem/router – wired

If your modem is connected directly to your computer, make sure that the appropriate cables are plugged in as described here:

• Power cable - make sure that it is plugged in and switched on at the wall.
• Ethernet (or USB) cable - ensure this is securely plugged in to both computer and modem (or set-top box).
• Coaxial cable - ensure this is screwed in tightly to your broadband device.
  

If you still cannot connect, then carry out the reboot procedure further down this page.

Checking the connections to the modem/router – wireless

If your modem is connected to a wireless router, make sure that the appropriate cables are plugged in, as follows:

• Power cable - make sure that the wireless router is plugged in and switched on at the wall.
• Ethernet cable - ensure this is securely plugged in to both the wireless router and the modem.
• Coaxial cable - ensure this is screwed in tightly to your broadband device.

For further details on checks you can make over a wireless connection, click here.

Use this guide to troubleshoot a broadband connection problem if you're using a Netgear DGN1000 wireless router.

Has turning it off and back on again fixed your connection problem?

Before we can show you how to troubleshoot your problem, we'll need to know what the lights on your router are doing.

If you're using one of our Thomson routers, watch the Broadband and Internet lights for a few minutes - Click here if you're using a different router

Follow the instructions below according to what the lights are doing:

Tracking down the cause of a dropping connection can be difficult. They can be caused by line faults, a problem with your equipment or something external to your property.

If your broadband drops a lot, your line speed will automatically be reduced. This is a temporary measure to try and stabilise the connection, once the cause of the dropping is found and fixed, your line speed will return to normal.

Find out if there are any problems affecting your area

Think there's a problem with one of your Virgin Media services?

We can check and tell you about any problems affecting your area, and what's happening to fix them. Just tell us your account number and area reference (you can find these on your bill), or your Virgin Media phone number, if you have one.

Use this guide to troubleshoot a broadband connection problem if you're using a Siemens wireless router.

Has turning it off and back on again fixed your connection problem?

  error #500

explanation:

You'll see this error message if your Livebox is blocking a connection for security purposes.

• you may have mis-typed the WEP security key. Check that you've entered yourWEP security key correctly - you'll find it on the bottom of your Livebox or your Livebox software CD
• your Livebox isn't in pairing/association mode. The pairing/association light should be flashing to indicate this. If it's not then you should press the button labelled (1) on the back of your Livebox

• try changing the frequency (channel) of your Livebox
• ensure all firewalls are turned off or disabled for testing purposes

If your wireless network connection indicates that it's connected, however you're still unable to view web pages, check the steps below testing if you can view web pages after each suggestion.

• If you've not yet confirmed that your wireless network is connected, see how toconnect the Livebox wirelessly
• test if you can access http://configuration.adsl - if yes, check the Livebox lights to diagnose a problem with your Livebox
• repair IP address on your wireless connection
• check you're not trying to use a proxy server
• check that TCP/IP settings obtain an IP address automatically
• powercycle the Livebox and then check the Livebox lights haven't changed
• disable the Internet connection, then re-enable
• factory reset the Livebox
• disable your firewall and anti-virus software as a test. If this fixes the problem, we suggest you speak to the supplier of your Security Software
• test if you can send email with Outlook Express (if applicable)
• reset Internet Explorer
• run a ping test and if necessary re-install TCP/IP
• run a further ping test and if necessary reinstall Winsock

If you're still not able to view web pages, contact us.

If your modem's USB light is solid green and the ADSL light is flashing green, it indicates that your modem can detect an ADSL signal but is unable to synchronise. To fix the problem, follow the instructions below:

• powercycle your computer and modem
• ensure all the other devices on your phone line have filters installed correctly - this includes your Sky TV box or any fax machines
• if you are connected using an extension lead, connect your modem directly to the master socket
• check that your modem has the correct cables attached and they are all correctly connected to your computer

green, or yellow icon, green dot

If the status icon is green or yellow, it indicates that adapter is connected to the Livebox.

Dark Green - Signal Strength 75 - 100%

Light Green - Signal Strength 50 - 75%

Yellow - Below 50%

As a test, we suggest that you check if you can see the page below:

http://configuration.adsl or http://192.168.1.1

If you can, your adapter is connected to the Livebox correctly.

If the @ light on your Livebox is solid red, you should be able to view web pages, for example our home page.

If the light is not solid red, you'll find more information in our basic Livebox diagnostics article.

If you're still experiencing problems, the steps below may help:

is the icon solid green or yellow?

Check that you've not confused the status with an icon that changes to from green or yellow, to red, as below:

If you click on the icon to open the USB monitor, and click on Link Information, you may also find that the 'Base Station Name ID' alternates between 00:00:00:00:00:00 and the Mac address of your Livebox.

If this is the case, you'll find more help here.

If this doesn't fix your problem, you'll find more help in the article below:

• wireless network is connected - unable to view web pages.

It's possible to set up Apple Mac OS X, to connect to our Livebox, the Siemens wireless router, a SpeedTouch 3.5 modem and an internal 56k dial-up modem.

We provide USB, Livebox and wireless router support for our broadband customers and dial-up customers. We trust that the articles below will help you to connect, browse the web and send email using your Orange email service.

FAQs

• getting to know your Mac

connecting to the Internet

• how to set up your Livebox manually
• how to set up your Livebox using the Livebox installation CD
• how to set up your Siemens wireless router manually
• how to set up your Siemens wireless router using the installation CD
• connect your Mac to Livebox using an AirPort card
• connect your Mac to a Siemens wireless router using an AirPort card
• how to connect a SpeedTouch USB modem (Intel Core Duo not supported) 
• how to connect on Dial-up Anytime
• how to connect on Dial Up Pay As You Go

troubleshoot a connection problem

• AirPort connection problem
• USB modem connection problem

using email

• set up mail for the first time
• check mail settings
• troubleshoot a problem using mail

surfing the web

• beginners guide to Safari
• how to set Orange as your home page

Apple Mac security

• how to run an Apple Mac security update
• how to reset Safari

To disable LCP extensions when the error 718 appears:

• click Start
• click Control Panel
• click Network and Internet Connections
• click Network Connections
• right click your connection and choose Properties, then select the Networking tab
• click Settings

Then clear the Enable LCP extensions check box.

If you're not getting a specific error while using the Livebox installation CD, we suggest that you use theLivebox diagnostics article.

Alternatively you could look at setting up a manual connection with your Livebox

If you'd like more information about a particular error, click the relevant link below to see further details:

These steps should help solve the problem:

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

2. Check that every phone socket has a working microfilter (pictured) attached, and that the telephone extension cables aren’t damaged.

3. Make sure that there isn’t a fault with the telephone line.

4. Change the channel settings on your router. This could instantly solve your problem.

5. Check that there is nothing in your home set-up that could be interfering with your wireless signal.

If your connection is still dropping, go through the checklist below.

What to check if you have an intermittent Sky Broadband connection:

• Have you tried a different wireless channel?
• Do you have microfilters fitted on all your phone sockets?
• Is your Sky wireless router in a good position?
• Do you use a wireless adapter or other wireless gadgets and devices?
• See if there is a problem with your telephone line.
• Do you have the correct network connection settings?

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.

Welcome to the BT Life blog

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For troubleshooting tips and advice visit theBT Community Forums

If you have not done it already, please check your service status. It might save you a phone call: virginmedia.com/servicestatus

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