If your broadband is down, this article explains what to expect, how to track the fault and the ways you can stay connected while we fix it.
We aim to fix most network faults within 2 working days, unless there are complex factors involved.
If your fault needs an engineer visit, we’ll attend on the date you selected.
Make sure you’re set up correctly
If you use a healthcare pendant or alarm, please let us know. This helps us let our suppliers know and make sure you get the right support. You can contact us to update your details.
Check that your healthcare pendant or alarm is working. If it isn't, contact your alarm provider to see what support they can offer.
Track your fault and appointments
You can get updates and manage everything online:
Ways to stay connected
- Hybrid Connect
- Mini Hub
- Mobile tethering
If it’s included in your package, you may have Hybrid Connect. It helps keep you online if your broadband drops. Find out how Hybrid Connect works.
If your Hybrid Connect device shows white signal lights, it’s using the mobile backup. This usually happens when your broadband is down. While it’s in this mode, Digital Voice won’t work. It’ll start working again once your Smart Hub reconnects to the broadband line.
If you have a Mini Hub, find out how to get connected.
If you’re entitled to one as part of your package, remember it’s sent by post and takes a minimum of 2 days to arrive.
You can stay online by tethering your devices to a mobile phone if someone in your house has unlimited unlimited data. Data fair usage policies may apply.
Automatic compensation
We have an automatic compensation policy if things go wrong. This will be added to your account after your fault is fixed, so we get it right.