No broadband whatsoever
Steps to take when your main broadband is completely down.
Check the router lights
Look at the broadband or internet light. Red, off or flashing means the line is down. Note which lights are showing — it helps us diagnose.
Power-cycle the router
Switch the router off at the wall, wait thirty seconds, and switch it back on. Give it up to ten minutes to reconnect to the line.
Check for an outage
A neighbouring business being down too usually points to an area fault with the line provider rather than your kit.
Keep taking payments
If you have a 4G failover router from us, your terminals should still work over mobile data. If not, a mobile (4G) terminal is a quick safety net — ask us about one.
Report it
Call 0191 432 6588 and we'll help confirm whether it's your equipment or the line, and chase it for you.
Related guides
Understanding broadband & networks
A plain-English guide to how your broadband keeps you trading.
ReadIdentifying your network equipment
Tell your router, switch and failover kit apart so you know what's what.
ReadChanging the APN on a 4G router
Update the mobile data settings on your 4G/failover router.
ReadNo broadband (on a 4G connection)
Get a 4G router or mobile terminal back online when data drops.
Read