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Want to report a problem with your broadband? Use our Broadband Troubleshooter if you can get online elsewhere, or give us a call.
Before you do, we recommend following the troubleshooting advice on this page. You might be able to fix the problem yourself.
1. How to troubleshoot the problem
If the Broadband light's ON and the Internet light's OFF this means that although you're connected to the telephone exchange, you can't connect to our network.
If you want to report a problem, use the Broadband Troubleshooter, but we recommend following the advice below first, you might be able to fix it yourself.
Make sure your telephone line is working
If your telephone line isn't working properly, you'll also have problems with your broadband. Pick up a telephone handset and check for a dial tone:
- If the line is noisy or you can't hear a dial tone: Report the problem to your telephone provider (if that's us, go to the Telephone troubleshooting guide)
- If the line sounds clear and I can hear a dial tone: Check your settings
Check your settings
First make sure your connection username and password are entered correctly:
- Username: username@plusdsl.net - This is your Broadband Username, as shown in your welcome email
- Password: This is the password you use to log in to this website
Also make sure your router settings are entered correctly.
- Connection Type: PPPoA
- VPI: 0
- VCI: 38
- Multiplexing: VC-MUX (or VC-BASED)
If you still can't connect after changing your settings, try a different router.
Try a different router
If possible, try a different router on your line.
- This has fixed the problem: Your current router is faulty and needs replacing, if you got it from us within the last 12 months, contact us for a free replacement
- There's still a problem: Your current router is fine, please use the Broadband Troubleshooter to report the problem or give us a call
2. I've fixed the problem but now my broadband's slow?
Don't worry, it's normal to see a temporary drop in speed after a broadband problem is fixed. It can take up to three days for your speeds return to normal. See Broadband speed - the basics for more on this.
If your speeds don't increase after 2-3 days, take a look at our Slow speeds guide.
[Top]This page last updated 5th April 2011
