Business broadband faults: what to check before you call
Simple checks that find many broadband problems, and what to have ready when you report a fault.
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- Is it just you? Check your provider's service status page or app for a known outage.
- Restart the router (and the fibre box on the wall, if you have full fibre). Wait a few minutes for the lights to settle.
- Test with a cable. Plug a laptop straight into the router. If that works, the problem is Wi-Fi, not the line.
- Check the lights. Note which are red or off; your provider will ask.
- Run a speed test on a wired device a few times, and note the results and times.
- Check your own kit. A faulty extension lead, filter or network switch can look like a line fault.
When you call
Have your account number, what you've tried and your speed test results. Ask for a fault reference and when it will be fixed. Repair times for businesses depend on your service level agreement (SLA): Ofcom suggests checking what yours includes, such as fault repair times (Ofcom).
If faults keep happening, compare business broadband.