Broadband troubleshooting: dropping connection

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