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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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  • 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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  • 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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  • 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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  • Why isn’t my wireless box working?

    • 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 More: O2 Why isn’t my wireless box working?
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  • What the lights on the O2 wireless box mean

    • The lights on the front of your O2 wireless box look quite pretty. But they're there to tell you what the box is doing, and if there are any problems. 

      lights
      lights

       

       

      The lights may be off, flashing or on constantly, in one of several different colours. The table below explains what each one means: 


      LightMeaning
      NameColourState
      PowerGreenOnYour O2 wireless box is on and working normally
      RedOnYour O2 wireless box is on, but a problem's been found
      OrangeOnYour O2 wireless box is starting up
       OffPower off
      EthernetGreenFlashingA computer is plugged into the O2 wireless box and being used
      OnA computer is plugged into the O2 wireless box, but not being used
       OffNothing's connected with a cable
      WLANGreenFlashingSomething's connected to the O2 wireless box with WPA encryption on
      OnThere's no wireless activity, but WPA encryption’s on
      AmberFlashingSomething's connected to the O2 wireless box with WEP encryption on
      OnThere's no wireless activity, but WEP encryption's on
      RedFlashingSomething's connected to the O2 wireless box, but there’s no encryption switched on
      OnThere's no wireless activity, and no encryption's switched on
      Amber and redFlashing alternating coloursA wireless connection to a new computer is being created
       OffWireless connections are turned off
      Broadband or DSLGreenFlashingYou're connected to O2 Home Broadband and the connection is being used
      OnYou're connected to O2 Home Broadband, but the connection’s not being used right now
       OffNo broadband line found
      InternetGreenFlashingYou're connected to O2 Home Broadband and the connection is being used
      OnYou're connected to O2 Home Broadband, but the connection's not being used right now
      RedOnThe O2 wireless box has failed to connect to O2 Home Broadband
      Off No broadband connection

       

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


      Check out our OGuru TV video below:

      Help Videos

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

      Image of Guru Video

    • View More: O2 What the lights on the O2 wireless box mean
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  • Why you might need to reset the O2 wireless box

    • It's easy to reset the O2 wireless box. For 'How to reset the O2 Wirelss box' for full instructions. 

       

      But why would you want to?

       

      It's one of the first things to try if you're having a problem with O2 Home Broadband. If you're experiencing any of the following, a reset could help:

       

      • You can't get on the Internet from your computer

       

      • Your Internet connection seems much slower than usual

       

      • The Broadband/DSL or Internet lights on the O2 wireless box are off or flashing

       

      • Your wireless network is slow or keeps disconnecting

       

      • You can't get a wireless connection at all

       

      It's also worth resetting the O2 wireless box if you've made changes to the O2 Home Broadband advanced settings.

       

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


    • View More: O2 Why you might need to reset the O2 wireless box
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  • How to reset the O2 wireless box

    • 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


    • View More: O2 How to reset the O2 wireless box
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  • What to do if the DSL/Broadband light on your O2 wireless box isn't lit

    • 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


    • View More: O2 What to do if the DSL/Broadband light on your O2 wireless box isn't lit
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  • What to do if the DSL/Broadband light on your O2 wireless box keeps flashing

    • 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 OGuru TV video below:

      Help Videos

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

      Image of Guru Video

    • View More: O2 What to do if the DSL/Broadband light on your O2 wireless box keeps flashing
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  • What to do if no lights are lit on your O2 wireless box

  • What do I do if I've got a red internet light?

    • 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 OGuru TV video below:

      Help Videos

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

      Image of Guru Video

    • View More: O2 What do I do if I've got a red internet light?
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  • Troubleshooting broadband connection problems

    • 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


    • View More: O2 Troubleshooting broadband connection problems
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  • What to do if you're connected but can't see any websites

    • 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


    • View More: O2 What to do if you're connected but can't see any websites
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  • What to do if you can't access secure websites

    • 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.


    • View More: O2 What to do if you can't access secure websites
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  • I have no connection

  • Why can’t I connect to the Internet?

    • 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:

      • Windows 7 users, click here to carry out this check
      • Windows Vista users, click here to carry out this check
      • Windows XP users, click here to carry out this check
      • Mac users, click here to carry out this check
      • Windows 2000, 98 or ME users, click here to carry out this check

      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?


    • View More: Virgin Media Why can’t I connect to the Internet?
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  • How to check and restart your broadband equipment and computer

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

      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.


    • View More: Virgin Media How to check and restart your broadband equipment and computer
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  • Netgear DGN1000 - troubleshoot a broadband connection problem

  • Broadband troubleshooting: no connection

  • Broadband troubleshooting: dropping connection

    • 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.

      Make sure your telephone line is working

      You'll see problems with your broadband if the telephone line isn't working properly. Pick up a telephone handset and check for a dial tone:

      • If the line is noisy or you can't hear a dial tone: Report the problem to your telephone provider - if that's us, go to theTelephone troubleshooting guide
      • If the line sounds clear and I can hear a dial tone: Check that your microfilters are fitted correctly

      Check that your microfilters are fitted correctly

      Broadband shares the line with your telephone service. Microfilters separate the signals and prevent one from interfering with the other. Anything connected to your line needs to pass through a microfilter. If you need help with this, our Fitting microfilters guidewill show you how to set them up properly.

      If you're happy that your microfilters are fitted correctly, connect your broadband to the master socket.

      Connect your broadband to the master socket

      You should find the master socket close to the point where the telephone line enters your property. If don't know what it should look like, please see our BT master socket guide.

      Unplug everything from your line (including set-top boxes, other telephones and all microfilters) and connect your router to the master socket through one microfilter.

      • It's stopped dropping: Either your extension wiring or something connected to your line is causing the problem. Find out which by checking after plugging each piece of equipment back in. Try replacing your microfilter(s) if you can't find the culprit
      • It's still dropping: Try a different router

      Try a different router

      If you can, try a different router or modem on your line.

      • It's stopped dropping: Your current router is faulty and needs replacing, if you got it from us in the last 12 months, contact usfor a free replacement
      • It's still dropping: Your current router is fine, please use the Broadband Troubleshooter to report the problem or give us a call

    • View More: Plusnet Broadband troubleshooting: dropping connection
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  • Plusnet Service Status

  • Siemens wireless router - troubleshoot a broadband connection problem

  • Livebox error #500

    •   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

    • View More: Orange Livebox error #500
    •  
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  • Livebox - wireless network is connected - unable to view web pages

  • USB solid green and ADSL flashing green

  • troubleshoot a problem with your SpeedTouch 121g wireless adaptor - green, or yellow icon, green do

    • 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:


    • View More: Orange troubleshoot a problem with your SpeedTouch 121g wireless adaptor - green, or yellow icon, green do
    •  
    •  
  • Apple Mac at Orange

  • LCP extensions - error 718

    • 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.


    • View More: Orange LCP extensions - error 718
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    •  
  • Livebox and Orange wireless adaptor CD errors

  • My connection keeps dropping

  • Virgin Media Service Status

    • 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.


    • View More: Virgin Media Virgin Media Service Status
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    •  
  • Connecting a PC to your Sky router

  • Connecting Apple devices to your wireless network

  • BT Twitter Page

  • O2 on Twitter

    • The official home of O2 UK on Twitter. Run by the social media team. We’re helping wherever we can. 
    • View More: O2 O2 on Twitter
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    •  
  • TalkTalkCare

  • Virgin Media Twitter Page

  • Orange Twitter Page

    • @OrangeHelpers
      We're here Monday to Friday, 9am to 5:30pm, to help with your questions about everything from handsets to contracts, apps to bills & tariffs to texts

    • View More: Orange Orange Twitter Page
    •  
    •  
  • Plusnet Twitter Page

  • The TalkTalk Blog

    • Welcome to the TalkTalk blog. Here you'll find regular entries from our Chairman Charles Dunstone, our CEO Dido Harding and members of the TalkTalk team.

      From the launch of free broadband in 2006 to the release of our innovative new myTalkTalk package, we're always thinking of ways to change the phone and broadband market for the better. Through the blog you'll be the first to hear any news.

      If you have any general comments or questions about TalkTalk, or would like to get the latest service updates, then feel free to visit TalkTalk Members


    • View More: TalkTalk The TalkTalk Blog
    •  
    •  
  • O2 Blog

    • Welcome to O2's Blog, where you can pick up news from O2 and subscribe to updates.
    • View More: O2 O2 Blog
    •  
    •  
  • BT Life Blog

    • Welcome to the BT Life blog

      BT Life is the technology and lifestyle blog from BT, with the latest on entertainment, communications, online safety and more.


    • View More: BT BT Life Blog
    •  
    •  
  • Plusnet Blog

  • O2 Facebook Page

  • Orange Facebook Page

  • TalkTalk Facebook Page

  • BT Facebook Page

  • Virgin Media Contact Details

  • Plusnet Contact Details

    • DepartmentNumberAvailability
      Residential Sales

      0800 432 0200
      (option 3)

      07:00 - 22:00 Monday to Friday
      09:00 - 21:00 Saturday and Sunday
      Have your payment details handy to place an order
      Business Sales

      0114 296 5182
      (option 2)

      09:00 - 17:30 Monday to Friday
      09:00 - 16:00 Saturday
      Partner Sales

      0114 296 5171
      (option 1)

      09:00 - 17:30 Monday to Friday
      Residential Support0800 432 0200All day, every day
      You'll need your username and password handy
      Business Support0114 296 5182
      0845 002 0170
      All day, every day
      Cancellations0845 140 600209:00 - 17:30 every weekday (except Bank Holidays)

    • View More: Plusnet Plusnet Contact Details
    •  
    •  
  • Orange Contact Details

    • call us:*
      0844 873 8586

      free from an Orange pay monthly phone:
      150

      * Calls from an Orange Home Phone are free. Calls from a BT landline or your second line (if you have one) cost 5.1p a minute. Calls from mobiles and other networks may vary. Calls may be monitored and recorded for training purposes


    • View More: Orange Orange Contact Details
    •  
    •  
  • Sky Contact Details - Customer Service and Technical Support

  • O2 Contact Details

    • Home Broadband Technical SupportDialCharges
      From your O2 mobile800 230 0202Free
      From a landline0800 230 0202Free
      Opening hoursMonday - Sunday24 hours


      Home Broadband Customer ServiceDialCharges
      From your O2 mobile800 230 0202Free
      From a landline0800 230 0202Free
      Opening hoursMonday - Friday08:00 - 21:00
       Saturday08:00 - 20:00
       Sunday08:00 - 18:00

    • View More: O2 O2 Contact Details
    •  
    •  
  • TalkTalk Contact Details

  • BT Broadband Contact Details - Technical Queries

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