How can I fix my home broadband connection?

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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

Four 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 yellow or aqua 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:

Router set-up

Or, if you have a dual socket, it should look like this:

Dual-socket router set-up

Or, if you have a Smart Hub, it should look like this:

Smart Hub router set-up

Check that all the cables are securely in place. If that doesn't work, move on to the next step.

Is my Openreach modem set up correctly (only applicable if you have a Fibre Max 1 or Fibre Max 2 plan)?

Ensure your Openreach modem is connected to your Smart Hub router via the ethernet cable provided (red connectors).

The cable needs to be inserted into the LAN port on the Openreach modem and the red WAN port on the Smart Hub.

Openreach modem and Smart Hub router set-up

If you have lost power and need to restore your connection:

  1. 1

    power up your Openreach modem

  2. 2

    wait until all of the lights on the modem are steady

  3. 3

    power up your Smart Hub

If you're unsure what the lights on your Openreach modem mean, check the table below:

Indicator Status Indicates...
Power Steady on The modem is powered on and has finshed booting.
Off The modem is powered off.
DSL Steady on The modem is activated on the broadband connection.
Off No connection is set up on the port
Internet Steady on The connection is set up
Off Broadband is activated and the connection is being set up or has not been set up
LAN Steady on The modem is connected to the Smart Hub properly
Blinking Data is being transmitted between the modem and the Smart Hub. (Blinks twice per second).
Off No connection is set up on the port

Check the lights on your router

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

If you have a Bright Box router and your lights are green, or if you have a Smart Hub and your lights are steady aqua, you can move on to the next step.

If this isn’t the case, you need to check all your cables are set up correctly and then find out what your lights mean for the Bright Box or Smart Hub, depending on the router you have.

If this doesn’t work, 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.

Ethernet cable sockets on back of router

2. Plug the other end into the Ethernet socket on your device.

Ethernet cable socket on 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:

Single wall master socket

1. Connect your router to the master socket using a microfilter like this one:

Router connection to master socket using microfilter

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

Single wall master socket screws



    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

BT test socket



    if you’ve got a Bright Box router, make sure your router is plugged into the broadband filter

Bright Box router broadband filter


    if you’ve got a Smart Hub, make sure your router is plugged into the socket

Smart Hub router set-up guide

The grey broadband cable should connect your Smart Hub router to the filter.

The power plug comes in two parts and should click together. It should connect to your Smart Hub, as in the image above.


    restart your router

Disconnect your router from the main electricity supply for a few moments and switch it back on. Your router lights should start flashing again.

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

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 >  

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Last updated: 8/8/2018
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