Broadband and Internet outages

It’s really frustrating when your internet goes down, particularly if you’re working from home or planning on streaming a live event. If you’re experiencing an internet outage, we’ve got all the information you need to help you check your broadband status, understand what you can do about it and find out if you’re entitled to compensation. Keep reading to find out all you need to know.

Why is my internet not working?

Here are some possible reasons why your internet has stopped working and what you can do about it:

• Your router isn’t working - Unplug it for 60 seconds, then plug it back in to see if that resolves the issue. If your router is several years old, it might be time to contact your provider about getting a new one
• Cable problems - Make sure all ethernet and power cables are securely plugged in and not damaged
• Hardware fault with your device - Check if other devices in your house can get online
• Inadequate bandwidth - Internet service providers (ISPs) sometimes throttle internet speeds during busy periods. Run a speed test at different times throughout the day to see if your internet is faster during quieter times
• Broadband outage - There could be a wider issue with your provider. Go on your provider’s app or website or take a look at Downdetector to see if other customers in your area are experiencing the same problem

What is a broadband outage?

A broadband outage happens when your provider has a problem delivering the service to your home.

It only counts as a broadband outage if the problem is with your ISP delivering the service. 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.

Most of the infrastructure that supplies broadband to UK homes is maintained by BT Openreach. It manages the underground cables, overhead wires and roadside cabinets. There are a few exceptions, such as Virgin’s cable broadband network and Hull’s KCOM. It’s your broadband provider who has responsibility for delivering the service to you, though. So in the event of an outage, you should contact your provider.

What can cause outages?

There are lots of possible reasons why your broadband provider might experience an outage:

1. Infrastructure damage - For example, a roadworker’s spade slicing through a network cable
2. Ageing equipment - Routers and other hardware 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, 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. Power cuts and surges - Your provider’s equipment needs power to function and power outages or surges can damage that equipment

How to check internet outages in your area

If your home broadband has failed and 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 websites.

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.

How do I know if it's me or the internet provider?

You can check if the problem is with your device or your internet provider by:

1. Checking if it’s just one device affected - If all your other devices are able to connect to the Wi-Fi, make sure you’ve done the latest updates on the device that isn’t working. If none of them are able to get online, it’s either a problem with your router or your provider’s service
2. Restart your router - Unplug your router, wait a minute and then restart it to see if that resolves the issue. If it’s an old router, contact your provider about getting an upgrade
3. See if there’s a wider issue - Check your provider’s website or app to see if there are general problems or visit Downdetector or IsTheServiceDown?UK UK to see if there are reports of any outages in your area

How long do internet outages last?

Most outages are brief. 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 fix.

If the issue is a power cut (which can happen after extreme weather events like Storm Amy) your broadband provider has 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, so broadband will probably be last in the queue.

Will I get compensation?

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

• You get £9.98 if the broadband is not fixed two full working days after you report it
• You get another £9.98 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.

For more information, read our guide on how to complain to your broadband provider .

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 Wi-Fi 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 Wi-Fi problem. Follow our tips on how to boost your Wi-Fi signal.
• Check all connections are securely plugged in, both the socket in the wall connecting the router to the internet and the plug delivering power to the router

If that doesn’t help, you should 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 that will ask questions to help identify the problem. At some point, you’ll probably still need to speak to a human, either via live chat or on 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. Or you can use the My Sky app, which you can download 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. Its call centres prioritise calls from customers who’ve already been online, so it should 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 is 0333 759 3563.

Sky is part of Ofcom’s automatic compensation scheme. See above for more details.

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.

Virgin encourages you to get your problem solved online, claiming that 95% of customers find the solution to their problem using the help and support pages. 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 is another signatory to Ofcom’s voluntary broadband compensation scheme.

Check out our section on this above for more information.

What to do if BT Broadband isn’t working

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 0330 1234 150.

Its opening hours are 8am to 9pm from Monday to Friday and 8 am to 8pm 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 0800 800 154 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

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.

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 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 .

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

What happens during a worldwide internet outage?

A worldwide internet outage could cause huge disruption to financial services, communication and critical infrastructure, such as power grids and air traffic control. So there will be a lot of people working hard to resolve the issue as soon as possible.

In the meantime, it’s likely that you’ll experience some level of disruption, whether that’s being unable to work, having your travel plans cancelled or not being able to access your favourite social media or streaming service.

The last worldwide outage happened on Monday 20 October 2025, when Amazon Web Services experienced some internal errors. More than 1,000 sites and services went down, leaving millions of users without access to their favourite apps and websites, as well as online banking and internet tools. Many sites and services were back up and running within a few hours, while others took several days to return to normal.

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 Wi-Fi 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 Wi-Fi hotspot chomps through a lot of mobile data, which can get expensive if you don’t have unlimited data. 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 Wi-Fi hotspot drains your phone’s battery, so you might want to charge it up

Speeding up diagnostics

Your broadband provider’s tech support will probably ask you to plug the router into your home’s master socket. The master socket will be where the connection enters your home, usually a downstairs wall.

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, 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 ask you to access the test socket. This is found behind the master socket so you’ll have to remove the faceplate.

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 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 while you wait for your internet to come back.

It might be time to upgrade broadband providers

If you’re not happy with how your provider handles your connection problems, you don’t have to put up with it. Provided you’re out of contract with your current provider, you can switch to a new broadband provider without incurring any fees.

If it’s been a while since you switched, it’s likely that you’re already paying over the odds for your broadband. So take a look at our best deals to see if you can get faster and more reliable broadband for less. And it’s never been easier to move to a new contract. One Touch Switch means you don’t need to worry about overlapping contracts or informing your existing provider that you’re leaving.

If you’re still in the minimum term of your original contract, you’ll need to pay an early exit fee to leave, which is usually the bulk of your remaining contract. Some providers might give you something towards paying this fee off if you sign up with them. If not, you can complain to your broadband provider if you’re not happy with the service.

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?

How much you can claim depends on your provider’s policy. If your provider is signed up to Ofcom’s automatic compensation scheme, you’re entitled to a guaranteed minimum without having to claim.

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.

How many days without internet before I'm due compensation?

You qualify for compensation if you’ve been without internet for two full working days after you report it. If your provider has signed up to Ofcom’s automatic compensation scheme, you’ll receive an initial £9.98 and then £9.98 for each full day that it’s not fixed after that.

Can I get fibre broadband in my area?

According to Ofcom’s Connected Nations report, 98% of UK homes can access part-fibre broadband, while 69% can access full fibre speeds. So you’ll almost certainly be able to get fibre broadband where you live. Put your address into our search box and we’ll show you broadband deals available in your area.

Is throttling the internet illegal?

No, it is not illegal for your provider to throttle your internet connection, provided it’s clearly stated in the terms of your contract. It must also have good reason for throttling your speed, such as managing network congestion during peak times.