Broadband Outage - Checks to complete before reporting a Fault

Broadband Outage - Checks to complete before reporting a Fault

What is a broadband outage?

A broadband outage is a problem with the provider’s network that causes you to lose your internet connection. This is usually contained in a particular area, but it can sometimes affect customers nationwide.

Outages don’t always just affect your premises in particular as there are many parts of a network beyond the line that connects to your premises. An outage could be a fault with internal systems run by the provider, between the provider’s broadband exchange and the cabinet on your street, or even due to high internet traffic in the area. All of these issues would mean multiple customers would be affected at once.

But an internet outage could also be specific to your own premises connection too, such as an issue with the cable that connects to your premises, or another hardware error on your property.

Is the problem with your internet equipment?

To determine if a connectivity issue results from malfunctioning internet equipment, find your router or modem and conduct the following checks:

  • Make sure the power light is on. If it isn’t, ensure your router or modem is connected to electricity. If it’s plugged in but the light is still off, your router or modem might not be working properly.
  • Confirm that the internet signal light is on. When your internet signal light is off, it may indicate an issue with your router, modem, or even a potential outage from the internet provider.
  • See if the Wi-Fi light is on. If it’s on along with the power and internet signal lights, then your router or modem is working properly.

Is the problem with your Wi-Fi connection?

Even if your Wi-Fi light is on, your computer might have an issue connecting to the Wi-Fi network. A simple way to determine if the issue is with your Wi-Fi connection uses an Ethernet cable.

Simply connect one end of the cable to your computer and the other to one of your router’s Ethernet ports. If your computer doesn’t have an Ethernet port, you could use an Ethernet network adapter to link the cable to your device.

If your internet works and you can go online, then the connectivity issue you have is related to your Wi-Fi.

Troubleshooting internet issues with your equipment

There are a variety of fixes to restore internet connectivity if the issue you have results from equipment not working properly.

1. Make sure all cables are intact

One of the most common reasons for losing an internet connection is a loose, unplugged, or damaged cable. Give your cables a light tug to ensure they are securely connected and visually scan them for damage or tears.

If you notice a damaged cable, replace it with a new cable and restart your router or modem, then check if your internet connection is back.

2. Restart your router and device

If you notice that your router or modem doesn’t appear to function properly, you could perform a power cycle by rebooting all the network equipment one at a time in the following order:

  1. Unplug your modem for at least 10 seconds, then plug it back in.
  2. Unplug your router for at least 10 seconds, then plug it back in.
  3. Wait for your router's power, internet signal, and Wi-Fi lights to turn on.
  4. When the internet signal light starts blinking, reboot your computer.
  5. Establish a connection between your computer and your network.

3. Contact your internet service provider

If the previous two steps don’t restore your internet access, it might be time to contact your internet service provider (ISP). There may be a service interruption or change to your service plan. If your broadband service is supplied by Go Cloud Communications, please submit a Support Ticket via this portal, or by emailing support@gocloudcom.co.uk providing your customer details, and as much information as you can in relation to the fault.