Faults & Outages · 4 min
No Internet? Try This Before You Contact Us
Work through these steps in order. They're the same checks our team runs, so doing them first gets you a faster fix either way.
Step 1 — Check the service status page
From mobile data, open occta.co.uk/status. If there's a known incident or planned maintenance in your area, updates are posted there and you don't need to report it.
Step 2 — Check power and cables
Make sure the router (and the ONT on full fibre) has power, and that every cable is firmly pushed in. On full fibre, a red LOS/alarm light on the ONT means a fibre problem — report it straight away and don't unplug the fibre.
Step 3 — Restart the router
Turn it off at the wall for 30 seconds, then back on. Wait 10 minutes.
Step 4 — Test with a cable
Plug a laptop into the router with Ethernet. If that works, the broadband is fine and the problem is Wi-Fi or one device.
Step 5 — Part fibre: try the test socket
If you have an Openreach master socket with a removable faceplate, plug the router into the test socket behind it. If it works there, the fault is inside your home wiring.
Step 6 — Report it
Still down? Report a fault through your account or our support page. Tell us your account number, what the lights are doing and what you've already tried — it saves time.