Try some of these basic broadband trouble shooting tips, and then get in touch with the right place!
- Turn the router off at the wall for at least thirty seconds, and then turn it back on.
- Make sure nothing is physically blocking your router.
- Make sure all of the cables are connected.
If you've checked all of this and you're still having problems, get in touch with your supplier via the numbers below.
Tip: Make sure you're next to the router for troubleshooting when you get in touch.
Sky Broadband:
- Call the number above to speak to the Sky Business department
- That's who supplies the broadband for your bills package.
- Give them your address and they'll be able to help out! You don't need account details or anything else.
FYI: This number charges a premium rate.
Virgin Media Broadband:
Call: 0800 052 5761 to reach Virgin Media's tech support team.
Note: You'll get through to the business team, which is correct! This is who supplies the broadband for your bills package.
Or call 03337594740, which is a premium rate number!
Ask to speak to the 'groups team' who'll pass you through to technical support.
BT Broadband:
What to do if you cannot access the internet:
- A1. Make sure all telephone and Ethernet cables are correctly and securely connected to the modem router.
- A2. Try to log in to the web management page of the modem router using the default address at http://tplinkmodem.net or http://192.168.1.1. If you cannot, change your computer settings to obtain an IP address automatically from the modem router. If you can, try the steps below.
- A3. Consult your ISP (internet service provider) and make sure that the VPI/VCI (or VLAN ID), connection type, account username and password are all correct. If they are not, please replace them with the correct settings and try again.
- A4. Restore the modem router to its factory default settings and reconfigure it by following the instructions in this guide.
If the problem persists, please contact our Customer Support Team via Live Chat, or by calling us on 0191 6220102. The One Utility Bill team will be able sort any troubleshooting issues for you via the BT Portal.