My internet has dropped out — what to try first

Most drop-outs come down to power, cabling or the connection box, and a few minutes of checking often gets you going again.

1. Check our service status page first. If there is a known fault or planned work in your area, it will be listed there with what is happening and when we expect it back.

2. Power cycle your router. Unplug it at the wall, wait a full 30 seconds, then plug it back in and give it three minutes to reconnect. Rushing this step is the most common reason it does not work.

3. Check the cable from your connection box to the router is firmly seated at both ends, and that the connection box has power.

4. Try a device on a cable instead of Wi-Fi. If the cabled device works fine, the problem is your Wi-Fi rather than the connection.

If you are still down after those checks, raise a ticket from the Support area and tell us what you saw — which lights are on, whether a cabled device works, and when it started. That detail lets us log a fault with the network straight away instead of asking you to repeat the checks.