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 happened.


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.

Last updated: 14/2/2019
Simon H posted this. Got a comment? Good or bad, we'd be pleased to hear from you.
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