When your broadband stops working properly, you want it fixed as quickly as possible.
A few quick checks could get you back online straight away. And if they don’t, we’re still here to help – either through live chat or over the phone.
Here’s where to start.
Check whether it affects one device or everything
First, try getting online with another phone, laptop or tablet.
If other devices are working normally, the problem is more likely to be with that particular device than your broadband connection. Restarting the device or disconnecting and reconnecting it to your WiFi may be all that’s needed.
It’s also worth trying another website or app. If everything else works, the problem may be with that particular service rather than your broadband.
Restart your router – but don’t reset it
Yes, we know – turning it off and on again is probably the best-known piece of technical advice there is. But there’s a reason you hear it so often.
Restarting your router refreshes the connection and can clear temporary problems.
Switch your router off, wait one minute, then turn it back on. If you have full fibre and a separate connection box on the well, switch that off for one minute too. Give everything a few minutes to reconnect before trying your broadband again.
Check your cables and any known outages
Take a quick look at your router and any other equipment connected to it.
Make sure everything is switched on and check that each cable is firmly in place. You shouldn’t need to unplug anything – just give the connections a gentle push to make sure none have come loose.
The problem may not be inside your home at all. Our Help & Support hub lets you check whether planned work or a known outage is affecting your service. If you can’t get online at all, you might need to check this link on a mobile phone.
Try our online tool and guides
If those first checks haven’t solved the problem, we’ve got several ways to help you work out what’s happening.
Run a service test
Sign into MyAccount, find the My Connection section on your home page and select Test my service.
The test checks your connection, shows your line status and suggests what to do next. It only takes a few minutes and may identify the problem straight away.
Find the right step-by-step guide
Our Help & Support hub also brings together guidance covering broadband, full fibre, WiFi, Digital Voice, hardware and more.
You can follow instructions written for the type of connection or equipment you have.
Prefer someone to show you?
Sometimes it’s easier to follow a process when you can see exactly what to do.
Our How to by Zen YouTube channel has quick, easy-to-follow guides and tips to help you get more from your Zen service. You can pause, rewind and work your way through each step at your own pace.
Still need a hand? Chat with us
Some problems need our help. But that doesn’t necessarily mean you have to make a phone call.
You can use live chat through the Zen app or by visiting our contact page. It can often get you the help you need without having to stay on a phone call.
Would you rather call?
If you’d prefer to speak to someone, our support team is here.
Before you call, our short Help us help you faster guide explains which details to have ready. That means we can confirm your identity securely and get straight to helping you.
The quickest route back online
These checks could solve a straightforward problem in just a few minutes.
And if they don’t, we’ll still be here to help you get back online as quickly as possible.
