Showing results for 
Show  only  | Search instead for 
Did you mean: 
Community Manager - Retired
Message 1 of 1

Broadband connection problems **updated ‎12/12/2013**

Fix your connection issues


Click on the image above to follow the step by step guide and you’ll be able to get help instantly.

You just need to answer a few questions related to your set up and you’ll get an answer to your problem.

Whether you’re trying to connect a new device to your BT home hub or trying to fix a dropping connection, you can get help online via our guide.

It even works on your smartphone so if it’s a dropping connection that’s the issue, you’ll still be able to try and fix it.

Alternatively, check out our other guides below.

No connection problems

If you are having problems with your broadband connection we have a simple step by step guide to get you on the move

In this guide, you are given simple steps to follow which includes details on checking your line, checking for broadband issues in your area, watch videos on how to check your filters and wiring, and lots more.

BT Broadband Desktop Help may also help resolve the problem.

Just follow the step by step instructions on how to install BT Desktop Help, and here are just some of its features: 

  • Sets up your wireless connection;
  • Sets up your email account and fixes problems;
  • Works in the background, fixing problems it finds;
  • Sets up home networks for sharing folders and printers;
  • Updates automatically, giving you the latest solutions.

~~ Test your speed ~~

BT Broadband Speed Wizard

 If you want to improve your broadband speed our BT Broadband Speed Wizard will walk you through simple steps you can take at home to get moving faster online. 

If you are experiencing slow speeds on your broadband connection, there are a number of common issues that could be affecting it. Check out our video to see if internal wiring in your house is affecting your broadband speed

Our broadband Help pages also have lots of other tips and advice:

  • Learn how BT broadband works
  • Find out if you can get a free I-Plate/Broadband Accelerator to improve your speed
  • Check the speed of your connection
  • Troubleshooting slow connections


BT Speedtester

You can also test your speed using our BT Speedtester, or click on the image below for our latest broadband speed test.

Broadband speed test.png

Loss of Broadband connection? Use BT wifi.pngas a backup connection

If you're having trouble with your broadband connection and we're busy looking into it for you, you may be able to connect to the internet using BT wifi while you wait for a fix. This works best if you have a Hub 3 but check out this guide which explains how to use BT Wi-fi as a back up connection.

You will need to be close to another BT Wi-fi hotspot for this to work, but if you have a fault it's worth giving this a try to see if you can get connected until your broadband service is fixed.