FAQ: Why does my broadband drop out or disconnect

If you are experiencing Frequent Disconnections there may be a problem with your devices (modem, Filter, Cables) or a fault could be present on your line.
Firstly you would need to do an Isolation test to determine whether or not it is any of your equipment.

·         Ensure that all devices plugged in to any jackpoints within the premise are disconnected (this includes any phones, faxes, PABX’s, sky tv or monitored alarms if you can).

o    If they have Sky TV or a monitored alarm, or more than 5 devices plugged in, we would recommend that they have a broadband splitter installed.

·         Once all the devices in the premise have been disconnected, plug the router directly in to the jackpoint without the filter, by using the phone cable (if you don’t have the one that came with the modem, the cable from your home phone will work also).

·         Turn the router on and monitor the connection to see whether the broadband continues to disconnect.

·         If it does continue to disconnect, try another jackpoint within your premise if this is possible, as the jackpoint you are using might be faulty.

·         If it continues to disconnect on another jackpoint, then you either have a faulty modem or a line fault and will need to contact our Helpdesk in order to log a fault.

·         If it doesn’t disconnect once isolated, change back to the ADSL cable and plug the line filter back in to see if these are faulty and start adding each device in your premise back in until you locate the device which is causing the disconnections.

·         Once located, either leave that device unplugged or replace the filter that the device is connected to, as this may be faulty

Once this is done and the problem is still there, give our Technical Support team a call on 0800 13 14 15 for further troubleshooting as we may have to report a Fault.