Livebox - connection not working

Having problems viewing web pages? Perhaps you're unable to connect to your Livebox or the @ light is flashing? We'll show you some simple steps that fix most problems.

Check your landline phone is working

Start by checking your phone line is working OK.

  1. Plug a phone into the same filter as your Bright Box router is connected
  2. Listen for dial tone (or try to make a call)
  3. If you're unable to hear dial tone, or can hear a lot of noise on your phone line see our guide Home Phone - fixing faults

Turning it off and back on again

Sounds simple, but turning everything off and back on again really does fix most connection problems.

  • Unplug (or switch off) your Livebox at the mains
  • Shut down your computer (or device)

Wait a couple of minutes and turn everything back on. After a few minutes, check your connection again.
 

Press button 1

Try pressing button 1 on the back of your Livebox. You'll need to do this for new wireless connections, however can also fix other wireless problems you might be having.

Buttons on the back of the Livebox
 

Change your wireless channel

From time to time, interference from other wireless networks near your home can result in connection problems. Not good. Changing the channel on your Livebox can help fix the problem.
 

Too many devices connected?

The Livebox is limited to 8 WiFi connections. More devices can cause connection problems.
 

Account live?

If you've moved house, check your service is live by logging in to Your Account and open the track your orders option.

If your connection has suddenly stopped working, log in to Your Account and check your bill. An outstanding balance may have stopped your broadband service from working. See paying your broadband bill if you think that has happended.


Is it plugged in and turned on?

From time to time, power switches can turn off, cables can work their way loose, or even find themselves in the wrong sockets.

Check everything is turned on, and connected to the correct socket. If you're unsure, see our set up guide.
 

Check your @ light

The @ light helps you to understand if your Livebox is connected to the internet. Match your @ light to one of these options:

Solid red light

Solid red @ light

Great news - your broadband connection is working.

You can check if you've got a working connection by going to the ee.co.uk website.

For help setting up a connection, see one of our guides below:

Flashing quickly red

Livebox @ light flashing quickly red

If you've already checked your broadband service is live, and restarted your router:

  • Check cable set up. You'll find more help with this in your set up guide.
  • Check filter set up and internal wiring. You'll find more help with this in our filters and extension cable guide
  • Turn it off and back on again. If you've not restarted your router yet, turn it off and back on again
  • If you've moved house, check your service is live by logging in to Your Account and open the track your orders option
     

Flashing slowly red slowly red

Livebox @ light flashing slowly

If you've already checked your broadband service is live, and restarted your router, check your username and password are correct.


Light is off or dim

Livebox @ light off

  • Exclamation light flashing. Wait a few more minutes and re-check the @ light.
  • Exclamation light off. It looks like there is a problem. Try returning your Livebox to default settings.

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