No Connection

If you can't get online the first thing we need to do is find out where 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 is called a different name. Usually it's 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 No connection - 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 No Connection - 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 No Connection - Data Transfer Problems.

This article last updated 12th September 2008