Broadband problems and how to fix them
Something wrong with your connection?
There’s a few simple checks you can do before getting in touch with us.
Watch our video or follow the steps below.
Listen to your phone’s dial tone
If your line’s very noisy, report it to your provider. If that’s us, have a look at our article on fixing problems with your phone.
If your dial tone sounds fine, take a look at Make sure all the right wires are plugged in properly.
Make sure all the right wires are plugged in properly
If you’re connecting your computer to your router with an Ethernet cable, check it’s plugged into the right socket on your router. If your router’s connected to a modem, check your Ethernet cable is plugged in to the LAN1 socket on your modem and the correct Ethernet/WAN socket on your router.
If you’ve got the Plusnet Hub One, connect one end of the grey Internet cable to the DSL socket and the other to the phone socket (it's the smaller of the two). If you’re using a Plusnet 2704n or a Technicolor 582n, it’ll be the fourth Ethernet socket on the back of your router.
If you’re using Wi-Fi, have a look at our Wireless connection guide for more help.
If this hasn’t fixed the problem, go to Plug your router into the master socket.
Plug your router into the master socket
It’s best to use the master socket if you can. Your master socket is where the outside phone line comes into your home.
Your router doesn’t have to be connected to it, but you’ll probably get the best connection if it is.
Here's a handy video all about how to find your master socket and how to use it.
If you’ve got a double master socket (one with two phone cord sockets) you can connect your router directly, without using microfilters.
If you haven't got a double master socket, you'll need to connect your router through a microfilter without using an extension cable.
If this hasn’t fixed the problem, go to If you need microfilters, make sure they’re working.
If you need to use microfilters, make sure they’re working
Check if you’ve fixed the problem
After you've fixed a problem, it can sometimes take a while for your speed to return to normal. Things might seem a little bit slow, but will be fine within three days. Have a look at our guide on broadband speeds for more info.
Once you’ve tried the above, if you’re still having issues with your broadband, we want to help. You can either contact us by online chat or phone, or you can raise the issue through our broadband troubleshooter.