I cannot connect to the internet
The first step in diagnosing disconnections is understanding exactly where the disconnection is happening. Your network operates in two ways wireless and wired, if one of these drops you will lose connection to the internet on your device.
The easiest way to tell whether the disconnection is from your local Wi-Fi network, would be to check your device either within the settings or by checking the status bar for a Wi-Fi symbol (see below for examples).
If you are no longer connected you will notice that the symbol above will not be visible in the status bar, if the connection to the device is low you may see the symbol but not in full.
If the connection appears lost at this stage, to your local network, then we would recommend rebooting your router and device(s) and confirming the settings on the device(s) too. If it is just one device, you are experiencing issues with, speak with the manufacturer for further advice.
If you are using an ethernet cable from the device to your router rather than over Wi-Fi, then there are other things for you to check. The first thing you must ensure is that the cables providing the connection at each point are all working correctly. The easiest way to do so is to check them one device at a time, for example from your router to a single device, please repeat this if you have multiple cables as part of your overall setup.
If you have an active ethernet connection on your device, you should see something like the below symbol, either on your status bar or within your settings.
If your device is showing as connected to your network and unable to access the internet, first try to reboot your ONT and Router. If the problem persists, check the status lights. Should there be no LAN light on the ONT or a red internet light on your router, this could indicate a problem with the cable connecting the two devices. You can try an alternate ethernet cable to confirm before contacting us for further advice if needed.
Please see the diagram below to clarify our responsibility as a Fibre to the Home (FTTH) provider. Anything within the red box is our responsibility if your router has been, provided to you as part of our service, anything outside of this, including any third-party routers and the devices connected, would be your responsibility. Although we are more than happy to help with troubleshooting any issues you may have however, we are limited on the level of support we can provide for anything outside of our network.