How to fix your internet when it's not working?

  • Go to section

If you’re having problems viewing web pages or there seems to be a problem connecting to your router, take a look at our easy to follow video.

Try these simple steps before you call us – we’ll only ask you to go through them anyway.

Is your service live yet?
  1. 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, but please allow up to 24 hours before contacting us.

    > Find out more about tracking your Home Broadband order

Three quick things to check

1. Check your landline phone is working:


    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 how to fix home phone faults >

2. Turn 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 - be patient, it can take 3-4 minutes before everything comes back online again


    Bright Box router - if the router’s internet light still flashes amber or red after a few minutes, move on to step 3


    Smart Hub - if the Hub light is red or steady/flashing yellow after four minutes, move to step 3

3. Check for any wider problems in your area.

> Use the Openreach local network status checker

4. Make sure there are lights on your router. If not, check the power cables are plugged in properly and it's switched on at the mains.

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.

Check the lights on your router are green

If the power light is off, make sure your router’s plugged into a socket.

If your broadband light is red, you need to make sure all your cables are set up correctly (see the section above). If this doesn’t work, or if your internet light is not solid green, get in touch.

Try using a wired connection

To check if there’s a problem with your WiFi, plug your device directly into the router:

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 WiFi.

If you can’t access the internet, carry on to the next step.

Is there a problem with my wiring?

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 like this one:

If this improves your connection but means your router is no longer near the centre of your home, you can buy a WiFi extender to boost your wireless signal.

2. If you’re still having problems, try connecting directly to the BT test socket:


    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’s plugged into the broadband filter


    restart your router

If the connection works, there could be a problem with the way your house is wired rather than with the broadband line or master socket. Talk to a qualified engineer to fix the problem.

> Still not working? Get in touch

If your phone line connects to a BT dual socket with a dedicated broadband socket (like this one):

> If your router’s connected to the master socket and you've followed the steps above, but there’s still a problem, contact us

How do I know if my account has been cut off?

If you haven’t paid your bill, we might’ve put a pause on your account. So, you won’t be able to go online. You should have got an email from us to explain this.

To check if you have an outstanding balance, and make a payment, log in to My EE.

Or find out more about paying your bill.

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, you can:


    restart your device


    restart your router


    clear your browser’s cache >  


    reset your browser as a last resort >  

If you’re still seeing the page every time you try to access a site, try changing your login details. Find out how by choosing your router:

> Update your login details for a Bright Box 1 router

> Update your login details for a Bright Box 1 (R) router

> Update your login details for a Bright Box 2 router

Give us a call
Give us a call
Call now
Free to pay monthly
25p per call on pay as you go
Mon to Fri
Sat to Sun
Ask the Community
Ask the Community
Ask questions and share tips with other people 24 hours a day
Find a store
Find a store
Something went wrong. Please try again later We cannot identify your location. Please enter your postcode below
Finding you
Open Mon to Sat
Open Sun
Need more help
Last updated: 27/4/2018
Mark posted this article. Got a comment? Good or bad, we'd be pleased to hear from you.
Was this article helpful?
How can we improve this article?
  • Select a reason
  • The article didn't answer my question
  • The article is too long
  • The article is missing important information
  • The article doesn't make any sense
  • Other
Thank you.

Glad to hear it.

Thank you.

Glad to hear it.

How can I improve my broadband speed?
Improve Wireless Internet