My internet has stopped working, what should I do?
Ensure the router/ modem is powered on and has at least 4 lights illuminated.
Check the router is connected to the telephone socket via a microfilter or connected directly if you have a dedicated socket. This is usually found where the wires from the outside enter the property.
Try turning the router off and waiting for 60 seconds before turning it back on.
If possible check the telephone line. Connect a telephone to the line and listen for a dial tone. If you find you have no dial tone or the line has noise such as hissing or crackling, you will need to report this as a fault. The phone line has to be fixed and working before any broadband fault can be addressed.
Try not to use an extension lead, leads can cause interference which could lower your speed. If you have to use an extension lead, use a new, high-quality cable with the shortest possible length.
What should I do if I have slow speeds when connected via a cable?
When you have slow speeds via a cabled connection we recommend the following top tips:
Firstly, we would recommend restarting your router and equipment you are getting the slow speeds on. If your service uses a micro filter that is older than two years, we would recommend replacing them.
Turn off apps when they are not in use on your devices, as these can perform updates that can slow it down.
Turn off other devices that are not in use and may compete for bandwidth (speed) on the same broadband connection. This includes all computers, Sky boxes, game consoles, tablets, phones, Smart TVs, and smart speakers.
If you are still experiencing issues with your connection, don’t worry Sure is here to help. Please call our customer support team on 01481 700700 where one of our representatives will be ready, willing, and able to help. Or you can arrange an appointment with our Home Tech Team: Click here for the Home Tech Team
Does rebooting really fix issues?
Switching off and restarting your router, often called a "power cycle," can resolve many internet connectivity issues. Routers, like small computers, can develop temporary glitches due to software bugs, overheating, or resource overload.
Restarting clears these glitches by resetting the system. It also refreshes the connection with us, forcing the router to establish a new, stable link and often resolving disruptions.
Additionally, rebooting clears temporary cache and resolves IP address conflicts, both of which can cause slow or unable connections. This process is simple: turn off the router, wait at least 60 seconds, and then turn it back on. This brief downtime allows the router to cool down and reset completely, improving its performance.
If you are still experiencing issues with your connection, don’t worry Sure is here to help. Please call our customer support team on 01481 700700 where one of our representatives will be ready, willing, and able to help. Or you can arrange an appointment with our Home Tech Team: Click here for the Home Tech Team
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