Do these checks before you call
Restart your router, off at the wall for 30 seconds, not standby. Check whether the problem affects all devices or just one. Check your providers service status page for known outages. Check the cable between your router and the wall socket is properly seated at both ends. A surprising number of issues are resolved by these simple steps.
What information to have ready
Your account number or postcode and name. When the problem started. Whether your service is completely down or just slow. What the indicator lights on your router show. What you have already tried. Having this ready makes the call significantly faster and more productive.
Which contact channel to use
For a complete outage, call your provider, it is usually the fastest route. For intermittent or slow issues, live chat is often quicker and creates a written record. Whatever channel you use, ask for a fault reference number and keep it.
How long should a fix take?
Most broadband faults are resolved within 24-48 hours. A simple line fault or router issue may be fixed remotely on the call itself. If an engineer visit is needed, expect 2-5 working days depending on availability. Persistent unresolved issues are a strong signal it may be time to switch provider — a good provider gets you back up quickly and keeps you informed throughout.
