Support Pages > Broadband > Broadband Connection Problems > Broadband troubleshooting: no connection

Summary: How to troubleshoot a 'no connection' problem.

Before we can show you how to troubleshoot your problem, we'll need to know what the lights on your router are doing.

If you're using one of our Thomson routers, watch the Broadband and Internet lights for a few minutes - Click here if you're using a different router

Follow the instructions below according to what the lights are doing:

Both lights are off

There's either a line fault or a problem with your wiring, filters, router or telephone sockets.

Find out how to fix or report this problem to our Support Team

The Broadband light's on and the Internet light's off

There's either a fault at the telephone exchange or a problem with your router settings.

Find out how to fix or report this problem to our Support Team

Both lights are on

Your router is connected to the Internet. There may be a line fault but it's more likely to be a problem with your router settings.

Find out how to fix or report this problem to our Support Team

I'm using a different router

The names given to the Broadband and Internet lights vary between models and manufacturers.

I can't find the Broadband Light

Try looking for DSL, SYNC or LINK. If you have a NetGear router, look for a lowercase i.

Can't find it? Here's a few examples:

Check the status of your Broadband light

I can't find the Internet Light

Try looking for a light with a tick or globe.

Still can't find it? Here's a few examples:

Check the status of your Internet light
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