Broadband and Internet outages

Why is my internet not working?

Many different factors can stop your internet working or slow it to a crawl. It could be an outage affecting your area, but it’s more likely to be a problem specific to you and your home. To give just a few examples:

• WiFi connectivity issues
• Router or cable problems
• Computer hardware faults
• Inadequate bandwidth
• Intruders getting access to your network
• Other provider issues

We explain how to identify and solve your internet problems.

What is a broadband outage?

A broadband outage happens when your internet service provider (ISP) has a problem delivering the service to your home. It’s an infrastructure problem with a number of possible causes. It might affect a street, part of a city or even just one person’s home.

It only counts as a broadband outage if the problem is with your ISP delivering the service - in other words, if the problem happens outside your home. But it’s not always easy to tell the difference between a broadband outage and the many other issues that can mess up your internet connection, so people often use the term inaccurately.

Almost all the infrastructure that supplies broadband to UK homes is maintained by BT Openreach. They’re the ones who manage the underground cables, overhead wires and roadside cabins¹. (There are a few exceptions, such as Virgin’s cable broadband network and Hull’s KCOM.) But it’s your broadband provider who has responsibility for delivering the service to you. So in the event of an outage, it’s your provider you should contact.

What can cause outages?

There are lots of possible reasons why your ISP might experience an outage.

1. Infrastructure damage - think a spade slicing through a network cable
2. Ageing equipment - things coming to the end of their natural life and needing to be replaced
3. Network congestion - if the broadband in your area is delivered through the older-style telephone wires, then your connection can be affected by the number of local people trying to use it at the same time
4. Weather conditions - flooding and lightning strikes can damage internet infrastructure
5. Faulty hardware or software at the ISP’s end
6. Power cuts and surges - your provider’s equipment needs power to function and power outages or surges can damage that equipment

How long do internet outages last?

Most outages are thankfully brief, but the amount of downtime depends on why the outage happened and how easy it is to fix.

If you have cable broadband and the issue is a broken cable, Virgin Media says that these take on average 14 hours to fix².

If the issue is a power cut (which can happen after extreme weather events like Storm Darragh ) then your broadband provider will need to wait for the electricity to come back on before it can restore your service.

Sometimes flooding or storms will damage network connections along with a host of other utilities. In these emergency situations, the authorities will focus on restoring water, power and heating and broadband will probably be last in the queue.

With unexpected outages, sometimes even the experts can’t predict how long the fix will take. When rodents nibbled through cables and caused an outage in North Devon a few years ago, BT Openreach had to keep issuing updates warning residents that the repair job was taking longer than planned.

How to check internet outages in your area

If your home broadband has failed but you can access the internet another way (such as through mobile data), there are a couple of websites you can try to find out if there’s an outage in your area.

• Downdetector lets you type in your internet provider’s name and see if there are any reported issues with its service. It uses a mix of sources, including the ISP’s own announcements, user reports and social media.
• IsTheServiceDown?UK does something very similar, mostly drawing on users’ social media comments.

Some broadband providers also have a handy status checker on their website.

If you can’t get internet access but you have a working phone, your best option is to ring your broadband provider. The number should be on your bill.

Will I get compensation?

You’ll get compensation for broadband outages if your broadband provider is signed up to Ofcom’s automatic compensation scheme.

• You get £9.76 if the broadband is not fixed two full working days after you report it.
• You get another £9.76/day for every full day the outage continues after that.

There’s further compensation available if they promise to send an engineer but then fail to do so, or cancel at short notice.

“Automatic” unfortunately doesn’t mean you can do nothing. You’ll still have to:

• Contact your broadband provider to report the fault
• Supply any information they ask for to help them diagnose the problem (which could mean unplugging routers, sending them photographs and so on)
• Follow up to let them know if the broadband outage continues (unless they contact you first)
• Cooperate with their efforts to fix it, which may mean swapping routers or letting an engineer into your home.
• Keep notes of your contact with them, including dates and times so you have some proof of how long it’s been since you first reported the issue and what compensation you’re due.

You probably won’t get the compensation directly; it will be credited to your bill unless you agree otherwise with your provider.

The automatic compensation scheme is voluntary and not all providers have joined it. There’s an up-to-date list on the Ofcom website. If your provider isn’t on it, you still have legal rights as a broadband consumer and the option to claim for compensation.

What to do when your broadband goes down

Before you contact your provider about a suspected broadband outage, there are a few quick steps that might fix the problem.

• “Turning it off and on again” is an IT support classic for a reason. Sometimes an unexplained drop in broadband connection can be fixed by just restarting your computer and your router
• Work out if it’s a problem with the broadband supply or just the WiFi by physically connecting a device to your router with an ethernet cable. If the wired connection works fine, it’s not a broadband outage - it’s a WiFi problem. Follow our tips on how to boost your WiFi signal.
• Check all connections are securely plugged in: the socket in the wall connecting the router to the internet, the plug delivering power to the router and the cable connecting your router to your device

If that doesn’t help, you’ll need to contact your provider. If you have an alternative internet connection, like mobile phone data, try your provider’s website. There will be some kind of tech support page which will ask questions to help identify the problem. At some point you’ll probably still need to speak to a human, either via online chat or the phone.

If you have no internet at all, dig out your most recent broadband bill for your provider’s number and ring them.

The best way to report a broadband service failure depends on the provider.

What to do if Sky Broadband is down

You’ll get more useful help from the Sky website if you can log into your account to use the service checker. Even better (from Sky’s point of view), use the My Sky app (from the App Store or Google Play).

Otherwise, try entering your landline number on the Service Status page.

If there’s no evidence of any known issues, use the diagnostic tool to work out what the problem might be and make any fixes they suggest. If that doesn’t solve it, you’ll need to get in touch.

How to contact Sky Broadband provider

Sky heavily encourages customers to use the app or website for help with broadband problems. Their call centres “prioritise calls from customers who’ve already been online”³ so it probably will save you time if you can go through the diagnostics before ringing them. (Obviously that’s not possible if you have no internet access at all.)

The phone number to ring Sky with broadband problems: 0333 759 3563.

Sky Broadband compensation schemes

Sky is part of Ofcom’s automatic compensation scheme - see above.

What to do if Virgin Media Broadband is down

The Virgin Media broadband help & support page has a “Check service status” section where you can find out about any known faults. You’ll need to log into your account first. This part of the website is also your starting point for getting help if there are no known outages.

How to contact Virgin Media Broadband provider

Virgin encourages you to get your problem solved online, claiming: “95% of customers find the solution to their problem using the help and support pages.”⁴ Log in to the website or use the Virgin Media app.

If that doesn’t work for you, ring the Virgin Media Broadband call centre.

• From a Virgin Media landline: dial 150
• From any other phone: 0345 454 1111

Virgin Media Broadband compensation schemes

Virgin Media is another signatory to Ofcom’s voluntary broadband compensation scheme - see above.

What to do if BT Broadband isn’t working

How to contact BT broadband provider

You can speak to BT for any broadband-related issues by texting HELP followed by your landline number to 61998. After running tests on your connection, they will decide if you need an engineer. This will be done in about 15 minutes and you will instantly be booked in.

If you don’t require an appointment, you will receive a call from the BT customer service team within 30 minutes.

Alternatively you can call on 150 from BT mobile or on 03301234150.

Its opening hours are 8 am to 9 pm from Monday to Friday and 8 am to 8 pm on weekends and bank holidays.

If you want to make a complaint via post, you can send it to this address: BT plc PO Box 334, Sheffield S98 1BT. BT aims to respond to all complaints within 28 days.

You can also download the BT broadband app on the App Store or Google Play . On the app, you can check your broadband speed, track your services, and get in touch with the BT customer service team.

BT broadband compensation schemes

You can claim BT broadband compensation if your service isn’t fixed on time, if your installation takes longer than expected, or if engineers miss their appointments. To make a BT broadband compensation claim, you need to call BT on 0800800154 and lines are open 24/7. Remember that you need to wait for 24 hours before making your compensation claim and do it before 90 days.

What to do if Vodafone Broadband isn’t working

How to get help for Vodafone Broadband online

To get your Vodafone broadband up and running, first log in to your Vodafone account. You can then use its Broadband Service Test or have a look at its video guides.

If you still face an issue such as slow speed or a drop in connection, you can go to the Vodafone broadband help page to seek further help.

Vodafone’s Home Broadband and landline community is a really useful place if you want to speak to other customers about your broadband issues and seek mutual help.

How to contact Vodafone Broadband provider

The first point of contact on the Vodafone website is a chatbot called TOBi who can answer some questions and put you in touch with a real person if needed. You’ll have to complete the chatbot’s security checks before it will connect you with a human.

Vodafone Broadband compensation scheme

Vodafone is part of Ofcom’s voluntary automatic compensation scheme.

What to do if Plusnet Broadband isn’t working

The Plusnet website has a page for troubleshooting common broadband problems .

How to contact Plusnet about a possible broadband outage

Text HELP to 07800 008121. This is Plusnet’s 24-hour service for reporting potential broadband faults.

Plusnet will then run tests on your connection and either book an engineer or get the support team to ring you within half an hour.

Plusnet Broadband compensation schemes

Plusnet is signed up to Ofcom’s automatic compensation scheme and has compensation policies in line with this.

Do you have a broadband contingency plan?

If your home has recurring connection problems, it’s good to have a plan for what to do when the broadband isn’t working.

Using your smartphone as a hotspot

Your mobile phone can provide WiFi in an emergency. The option to do this should be somewhere in Settings > Network & Internet. Look for “hotspot” and/or “tethering” and switch this option on.

• Using your phone as a WiFi hotspot chomps through a lot of mobile data, which can get expensive. If you suspect you’re going to have to make a habit of it, look for a mobile phone deal with a lot of data.
• Just as important, check the account settings for your mobile contract and set a limit for the amount of data it can use in a given period so you don’t get a huge surprise bill
• Being a WiFi hotspot drains your phone’s battery, so you might want to charge it up

Speeding up diagnostics

To help them identify the problem, your broadband provider’s tech support will probably ask you to plug the router into your home’s master socket. This might be the socket you’re already using, but if it’s not, it’s worth trying it before you contact them. The master socket will be where the connection enters your home, usually a downstairs wall. It’s often in the hallway near the front door but could be in a living room or porch.

If your broadband works fine when you plug the router directly into the master socket, the problem must be with the wiring to your extension socket. Your broadband provider isn’t responsible for this and you’ll need to pay an engineer to fix it.

If the broadband doesn’t work at the master socket, the tech support person might try to rule out further problems by asking you to access the test socket. This is found behind the master socket so you’ll have to remove the faceplate. It will speed things up if you can do this before you contact your provider.

Reducing the impact of outages

If you have ongoing broadband problems, reduce the impact on your life by ensuring you have a way to contact people that doesn’t rely on an internet connection. Store actual numbers in your phone rather than relying on messenger services or email. Even if you only use texting to send an apology for missing a video call, it’s better than going completely silent.

It might be time to change providers

If you’re not happy with how your ISP is handling your connection problems, you can switch to a new broadband provider.

If you’re still within the minimum term of your original contract, this will incur exit fees. Otherwise, you’re free to leave and it’s never been easier. Go.Compare makes it easy to compare broadband deals and One Touch Switch means you don’t need to worry about overlapping contracts or informing your existing provider that you’re leaving.

FAQs

Should I consider replacing my old router

If you’re reporting persistent connection issues, replacing your router is one of the steps your broadband provider will probably try. They shouldn’t ask you to pay for this but they may ask you to return the old router for recycling.

How much money can I claim back due to broadband outages in the UK?

Your broadband provider has a responsibility to deliver the service you’re paying for, but exactly how much you’ll get depends on the provider’s policy. If they’re signed up to Ofcom’s automatic compensation scheme you’re entitled to a guaranteed minimum without having to claim, but the sums in question may not feel like compensation for the inconvenience caused by their failure.

It’s worth asking your provider directly for compensation above the minimum and explaining why you deserve it. For example, you might have spent money on expensive mobile data, or lost a day’s pay because you couldn’t work from home. They may turn down your request or haggle you down, but it’s worth asking. If they don’t offer you enough you can escalate your claim to the adjudicator.

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[1] BT Openreach, Driving the UK’s digital revolution

[2] Virgin Media, Why can it take so long to fix a Virgin Media outage?

[3] Sky, How to make a Sky complaint

[4] Virgin Media, Contacting Virgin Media