No Connection?

Your internet connection is not working. Here are a few things you can try to resolve the issue.

1: Check your WiFi is Working

Ensure that your wireless connection is on and enabled. This can be checked by looking at the Fritz!Box router and the status of the WLAN light.

It should be on and steady; if it is not, briefly press the WLAN button to turn this on.

2: Checking for Issues in your Area

Check if you have an outage in your local area via our Zen Broadband Status and  Service Alerts pages

3: Restarting your Equipment

Switch off or unplug your router for 1 minute, then power it back on again

If you have a Full Fibre service, disconnect the power to your ONT for 1 minute then power it back on.

4: Checking the Incoming Connection

It's worth checking the incoming connection to your property. for Broadband, ensure to check your setup

Connecting to your Master Test Socket can also bring your connection online. for a guide on how to do this look here.

5: Testing with Alternative Equipment

Swapping some of the broadband equipment in your home can help if you have no connection. It could be that something has become faulty so this equipment has been made easy to replace:

Microfilter (a small white "matchbox" sized adapter) included with your router.

DSL Cable connecting between the back of your router and the microfilter, included with your router.

6: Testing with a Different Router

Sometimes equipment can fail due to age or a fault. If you suspect that your router may be causing no connection, then the best step would be to try alternatives.

We recommend trying another router if you suspect it's the cause of the connection loss. Maybe you have an alternative, such as a previously used model or one from someone you know. We do have loans available should you not have an alternative.

7. Contacting Technical Support

If the above steps do not resolve your connectivity issues, please contact our Technical Support team for further assistance.