Why is my internet not working?

We are sorry to hear of the issues you are experiencing with your internet and understand the frustrations this will cause. 

To begin with, it is best we check that you are all set up correctly! We have popped a few steps below which you can follow to make sure that you are: 


The first thing we need to make sure of is that the router's broadband light is on. If the broadband light is off, then the router is not connected to the master socket.


If your broadband light is not on, please take a look at this video which will show you how to set up your router and follow the below steps: https://www.youtube.com/watch?v=ShyG2HZgIjY


The master socket is usually found in the hallway near the front door. If you can't find it, have a look outside for any wires entering your home, then look for a white box on the wall inside.

If you have more than one socket, the master socket is the one that will feed any extension sockets. This is where the broadband signal is strongest, before it goes through any other home wiring which could cause interference.


This is usually what an extension socket looks like.


If all your sockets look like this, then one of them will be your master socket. It's most likely to be the one nearest where your line comes into your home.


If your master socket has one socket, like this:



You must use the microfilter that came in the router box.



If your master socket has two sockets, like this:



You don't need the microfilter. Just plug the dsl cable directly into the master socket.


Once the broadband light is on:




You will then need to follow the below: 

  • Browse to
  • Sign In and enter admin as the user name and the access key printed on the product label of your router as the password.
  • Under Internet Access, check the status of your Internet connection.

If it is not connected, click Internet Access and enter the Username and Password for your Internet connection

You should then be all set up and connected to your internet. 

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