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