I’ve lost connection, what do I do?

If you’ve lost internet access, follow these checks in order. They’ll help you get connected again or give our support team the information needed to investigate.

Check service status first

Using mobile data if available, check the Exascale service status page for an incident or maintenance affecting your area. Follow the published updates if your service is affected.

Check power and cables

Make sure the router and fibre ONT have power. Check that the Ethernet cable is securely connected between the ONT and the router’s correct WAN or Internet port. Note any warning lights. Do not remove, bend or look into fibre connectors.

Try another device

If another device can connect, restart the affected device and check its Wi-Fi settings. If all devices are offline, restart the router once and allow it time to reconnect. Do not factory-reset it unless instructed by support.

Contact Exascale if you’re still offline

Tell us your service or account reference, when the problem began, whether wired and wireless devices are affected, and the router and ONT light states. Keep a backup connection available for essential communications while we investigate.

Continue with the right guide

For the practical next step, read How to check your service status and Getting started: Setting up your Exascale router.

For independent guidance, see Ofcom’s broadband and Wi-Fi help.