What to do if your internet isn't working?
If your internet isn’t working properly, start by checking who your provider is — you can find this information on your dashboard so you can get in contact directly.
Steps to take if you’re having internet issues
We know how frustrating it can be when your internet stops working. Here’s what to do to get back online as quickly as possible:
Try some common troubleshooting
Most issues can be resolved with the steps below, and if that doesn't work, we've got you covered on what to do from there.
- Restart your router by turning it off for 2 minutes and then back on
- Check that all cables are plugged in securely
- If your router connects to another modem, turn that off for 2 minutes and then back on
- Check that the Wi-Fi is switched on from the router and your device
💡 Tip: If you use a mobile device, try switching to mobile data while your Wi-Fi is being restored so you can still access the support website.
Check who your internet provider is
You can find this information on your dashboard. If you’re not sure who provides your internet, that’s the best place to start. Once you know who your internet provider is, see below for what to do
If your provider is Virgin Media
You can either visit their Help Centre for additional support or get in contact directly using the links below:
If your provider is Home Unity
You’ll need to contact them directly for any connection issues. They have a dedicated support team ready to help, along with useful online guides
If your provider is Home Telecom
You'll need to get in touch directly for any help and supplier by either emailing or calling their support team using the details below:
📱 Phone: 01403 216 134
If your provider is Vodafone
You can get in touch with PureComms, who supply the services on the Vodafone network by ringing 01275 812500.
We’re here to help guide you to the right support, so if you need help identifying your provider, don’t hesitate to get in touch.