Start by restarting your router: unplug it, wait 30 seconds, plug it back in and give it 3 minutes. If the internet is still down, chat with us and we check your line, guide you through the next steps, or book a technician.
Quick checks
- Restart the router as above.
- Check the lights. A red or blinking LOS or PON light means the fibre signal is not reaching the router.
- Check the cables. The fibre cable should click firmly into the wall point and the router. Do not bend it sharply.
- Check another device. If one device is offline and others work, the problem is with that device.
- Check your bill. Overdue accounts are not cut off for Home, but a suspended account (30 days overdue) is.
Send us a photo
In chat, send a photo of your router showing its front lights, or the label underneath. We identify the model from the photo and give steps for that model.
When we send a technician
If the line check shows a fault, or the steps do not fix it, we book a technician at no charge in a 2-hour window, Monday to Saturday between 9am and 6pm. A faulty router is replaced free at the same visit. An older router that still works is upgraded free when you renew your contract, and Fin can check whether you qualify. Details: Contract renewal and free router upgrade
Related: Slow speed or buffering