Fixing my Home Broadband connection
If you’re having problems viewing web pages or there seems to be a problem connecting to your router, you’ve come to the right place.
Take a look at our easy to follow video to go through the troubleshooting steps, with more information on them outlined in the content below. It’s worth noting, if calling our support team they too will run through these steps with you so it’s best to complete them first.
Is your service live yet?
If you’ve just joined EE or moved home, your broadband account might not be live just yet. Your service will start working after your activation date, however please allow up to 24 hours before contacting us.
Find out more about tracking your Home Broadband order >
Three quick things to check:
1. Checking your landline phone is working
If you have a home phone:
- Plug it into the same socket your router is connected to.
- Check there’s a dial tone and try to make a call.
- If it’s not working, see our page about fixing home phone faults >
2. Turning your router off and on again
It may sound simple, but it really does solve most problems.
- Hit the on/off switch on the back of the router.
- Shut down your computer or device.
- Wait 30 seconds and turn everything back on again.
- If the router’s internet light still flashes amber or red after a few minutes, move on to step 3.
3. Checking for any wider problems in your area.
Find out if there are any problems in your area using the Openreach local network status checker >
If the above steps didn't work, move on to these next steps:
Are all my cables set up correctly?
Sometimes wires get mixed up or work their way loose.
Your router set up should look like this:
Or, if you have a dual socket, it should look like this:
Check that all the cables are securely in place. If that doesn't work, move on to the next step.
Is there a problem with my router?
Check the lights on your router are green
If your lights are green, it suggests the router isn’t the problem so move on to the next step below.
If the power light is off, make sure your router is plugged in to a socket.
If your broadband light is red, you need to make sure all your cables are set up correctly (as mentioned in the section above). If this doesn’t work, you’ll need to get in touch.
If the internet light is not solid green, you’ll need to get in touch.
Try using a wired connection
If you’re using Wi-Fi, this step will check whether there’s a problem with your WiFi.
Plug your laptop or device directly into the router using the steps below:
1. Plug one end of the black Ethernet cable into any of the yellow Ethernet sockets on the back of your router.
2. Plug the other end into the Ethernet socket on your device.
If you can access the internet when you plug in, there’s probably a problem with your Wi-Fi.
If you can’t access the internet, carry on to the next step.
Is there a problem with the wiring at my house?
Sometimes wiring between phone and broadband sockets at home can cause connection problems.
If your phone line connects to a single wall master socket (like the one below) when it enters your home:
1. Connect your router to the master socket using a microfilter as shown in the picture below.
If this improves your connection but means your router is no longer in a central part of your home, you can purchase a WiFi extender which enables you to boost your wireless signal.
2. If you’re still having problems below, try connecting directly to the BT test socket. To do this:
- Unplug your router from the power supply
- Make sure nothing’s connected to the phone socket
- Unscrew the two screws on the bottom half of the socket
- Remove the face from the bottom half of the socket. Be careful not to move any wires
- The BT test socket is behind the faceplate - plug the broadband filter into the test socket
- Make sure your router is plugged in to the broadband filter
- Restart your router
If the connection works, it suggests there’s a problem with the way your house is wired internally rather than with the broadband line or master socket. We’d recommend you speak with a qualified engineer to fix the problem.
If the connection still doesn’t work, please contact us >
If your phone line connects to a BT dual socket with a dedicated broadband socket (like the one pictured below):
If your router is connected to the master socket and you've followed the steps above, and you're still seeing a problem, please contact us >
How do I know if my account has been cut off?
Seeing the nearly there page
If you’re going online for the first time, or you’ve restored your router to its factory settings, you might see a page that says ‘Nearly there’.
Don’t worry, it just means we’re working to get you up and running.
If you still see this page on certain sites once your router is set up, try:
- Restarting your device
- Restarting your router
- Clearing your browser’s cache Find out how to clear your cache >
- Resetting your browser as a last resort Find out how to reset your browser >
If you’re still seeing the page every time you try to access a site, try changing your login details on our admin pages. Find out how to do this by selecting your router below. Check the label on the back if you’re not sure which one you have.
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