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Need help? Call 0800 484 363.
Just like your computer, your router may occasionally crash and require a reboot. The best way to do this is to turn it off (you may need to disconnect the power cable) for at least 10 seconds then turn it back on again.
Many routers will take a few minutes to connect, if the light is still not on after a few minutes it could indicate a problem with your line. You should try an ‘isolation test’ by unplugging every phone device (including Sky TV or similar) from the phone jacks and just having the router plugged in (make sure you reboot it again once it’s isolated).
This could indicate an issue with your router connecting to us. If you’re familiar with logging into your router settings page you can do this to check that the username/password is correct. Otherwise you can call our help desk on 0800 484 363 for further support.
Occasionally the equipment on the roof also requires a reboot. To do this simply unplug the power adapter that leads to the small Power-Over-Ethernet adapter for about 10 seconds and plug it back in. Wait for about 30 seconds and then reboot the router again.
Somewhere near your router will be a device call an Optical Network Terminator (ONT). Unplug the ONT first checking to see if the ‘firmware’ light is flashing. If the firmware light is flashing this could indicate that the ONT in receiving an update from the network provider DO NOT TURN IT OFF IF THE FIRMWARE LIGHT IS FLASHING.
If the connection is still down after a reboot or the firmware or alarm lights are on for more than 10 minutes, please call our Helpdesk on 0800 484363 for further support.