Broadband Troubleshooting: No Connection

If you can't get online the first thing we need to do is look at the lights on your router or modem. These will help to determine what the problem is.

1. The DSL Light
2. The Internet light

1. The DSL light

The DSL light shows if you've got a broadband signal between your property and the BT telephone exchange.

Sometimes this light has a different name - it's usually one of DSL, ADSL, SYNC or LINK. On a Netgear router this light is represented by a lowercase i.

The DSL light is OFF

You have no connection to the telephone exchange, please go to Broadband Troubleshooting: No Sync.

The DSL light is ON

Your hardware is connected to the BT exchange, keep reading.

2. The Internet light

Take another look at your kit, one of the lights will show if you are connected to our network. Again, the light might be called a different name but it's usually called internet or represented by a tick or globe.

The Internet light is OFF

Your hardware can't connect to our network, please go to Broadband Troubleshooting: Authentication Problems.

The Internet light is ON

You're connected to our network but something's stopping data from getting to your computer. Please go to Broadband Troubleshooting: Data Transfer Problems.