No broadband (on a 4G connection)

Get a 4G router or mobile terminal back online when data drops.

Check the signal strength

On the router or terminal, look at the signal bars. Weak or no signal is the usual culprit — try moving the router nearer a window or higher up.

If your 4G router has an aerial, make sure it's screwed in firmly and upright. A loose aerial drops the signal.

Switch it off and on. On restart it reselects the strongest mobile mast, which often restores the connection.

If signal is fine but there's still no data, the APN setting may be wrong — see 'Changing the APN on a 4G router' or call us.

Still need a hand?

A real person in the North East answers the phone — no queues, no scripts.

Understanding broadband & networks

A plain-English guide to how your broadband keeps you trading.

Identifying your network equipment

Tell your router, switch and failover kit apart so you know what's what.

Changing the APN on a 4G router

Update the mobile data settings on your 4G/failover router.

No broadband whatsoever

Steps to take when your main broadband is completely down.