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Is BT internet down?: how to check it and report it

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Last update: September 28, 2023
Roams UK
Author: Roams UK
69 people have read this post in the last 12 months

Is your BT Internet down, and you don't know what to do about it? This article will give you directions on detecting, fixing or reporting a network connection problem when you experience a problem with your internet connection. Let's dive into it.

Is BT internet down? How to detect connection problems

If you are experiencing a problem with your internet connection: slow speed, or complete failure, you should Text PHONE to 61998 (charges may apply at your standard rate). BT will immediately run tests on your network connection to find the problem. They will also fix it if they can from their end, or they will send a text within 15 minutes asking you to book an engineer.

Alternatively, you can:

  1. Visit the BT website
  2. Select Help and Support
  3. Select broadband
  4. Select Contact us. You can find this at the bottom of the page under the more options section.
  5. Select technical support
  6. Click on broadband
  7. Select 'Message us.'

BT internet is down: possible solutions.

If you can't access the internet, there may be a problem with the BT network in your area. To check for issues in your area,

  1. Visit the BTbroadband status checker page
  2. Type in your landline number
  3. Click on check status

If you do not have a BT landline, please follow these simple steps to fix your BT internet connection problems.

If the light on your hub is flashing different colours

If the light on your hub is flashing different colours verify the connection between your hub and the main phone socket: Make sure you're all connected because loose cords might frequently be the root of issues.

Verify that the black wire with grey ends that connects to your hub is firmly inserted into your master socket (this is a small white box usually located near your front door).

Also, Ensure that the other end of the broadband cable is inserted into the hub's Broadband socket. Moreover, you can:

  1. Verify that you are using the proper power cable: Be careful to use the hub's included power cord and firmly insert it into a wall outlet connected to the mains. Your connections may be hampered if you use the wrong wires. Avoid using power extensions as well.
  2. Unplug unused devices: Unplug any unnecessary devices linked to your hub, such as network switches and power adapters. The performance of your hub could be affected when you have many connected devices.
  3. Keep track of any connection drops: Other electrical devices like your microwave or stereo speakers that are turned on or off can impact your connection. Ensure that the hub is set aside from other appliances.

If the light on your hub is solid blue

Do this if the light on your hub is solid blue. Follow the instruction that best suits your situation.

Wifi connection to the hub

Follow these steps if your connection to your hub is wireless.

  1. Change the position of your hub: keep your hub in an open space away from any obstructions such as cabinets, Television, thick walls etc. These objects can cause obstructions, resulting in weak wifi signals.
  2. Disconnect unused devices: wifi speed drops when lots of devices are connected at the same time.
  3. Switch wifi channel: your network speed may drop if your wifi channel is too busy. To switch your wifi channel, switch off your hub for some seconds and turn it back on.
  4. Update your device operating system: Update your device software to the most recent for optimum wifi performance.
  5. Keep track of any connection drops: other electrical devices like your microwave or stereo speakers that are turned on or off can impact your connection. Ensure that the hub is set aside from other appliances.
  6. Extend your signal: purchase a BT wifi disc to extend wifi signals to areas of your house where the Wifi signal is weak.
  7. Change to wired connection: you can change to a wired connection as a last resort if the wifi connection continues to lag.

Wired connection to the hub

Follow these steps if your connection to your hub is wired.

  1. Check that the ethernet cable is connected to your hub: Ensure your ethernet cables are firmly connected to the hub. Loose connections can result in poor internet service.
  2. Reboot and test your device: Unplug all your devices and test them individually to see if the problem is from one device or the hub.
  3. Disconnect unused devices: If feasible, unplug any unnecessary devices linked to your hub, such as network switches and power adapters. The performance of your hub could be affected when you have many connected devices.
  4. Keep track of any connection drops: other electrical devices like your microwave or stereo speakers that are turned on or off can impact your connection. Ensure that the hub is set aside from other appliances.

How to report a problem if BT internet is down

If you have BT internet connection problems, you can visit the BT website and report a complaint to customer care. You can also Text PHONE to 61998, and BT will check your connection problem from their end.

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Roams offers a free information and comparison service, which tries to help anyone find the product that best suits their needs. To ensure that the data presented is correct, extensive market research and product analysis is carried out. Our database of mobile phone and internet rates is updated every day. The content is frequently reviewed by a team of writers with previous experience and/or specific training in telephony.

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Nadia Pérez
Edited and revised por Nadia Pérez