The first clue that something’s up with your broadband connection is when you try a second phone or tablet and realise that web pages won’t load on that one either.

But what can you do if there is a problem? Here are a few things you can try to diagnose the issue – and fix it.

Reboot your hub

The old “turn it off and on again” trick tends to work wonders with routers, so the first thing to try is to press the power button on your BT Home Hub – or Smart Hub – wait a few minutes and turn it back on again.

If you arrive at your router and discover there are no lights on, it’s possible there’s a power cut or some other power problem.

Assuming the main LED is on, here’s what the colours mean (applies to Hub 4 and 5):

  • Blue: Everything is working and your Hub has an internet connection
  • Red: There’s no broadband connection
  • Orange: There’s a problem, which could be with the broadband connection
  • Green: The Hub is starting up – wait a couple of minutes

If you have a Smart Hub, look for these colours:

  • Blue: Everything is working and your Hub has an internet connection
  • Green: The Hub is starting up – wait a couple of minutes
  • Flashing orange: Connecting to broadband – wait 30 seconds
  • Solid orange: There’s no broadband connection – connect via Ethernet and follow the instructions in your web browser
  • Flashing pink: Hub is working fine, but there’s no broadband connection
  • Red: there’s some other problem – turn off and on again

If restarting your Hub doesn’t help, check all the cables, particularly the one which connects your router to your phone socket. Ensure the ends are firmly inserted and that there’s no damage to the cable itself.

Check BT Broadband status

If the LED shows there is no connection, the next thing to check is whether there’s a problem in your area. That’s easier said than done if you have no internet connection, but if you do have a smartphone, turn off its Wi-Fi and use 3G or 4G mobile data to browse to BT’s status page to get a definitive answer. 

Try a wired connection

If the light on your Hub is blue, it could be a Wi-Fi issue. If you can, connect a laptop or PC with a network cable directly to the back of the Hub and test to see if that has a working internet connection.

If it does, restarting your phone, tablet or other Wi-Fi device might help. But if the Wi-Fi light is lit up on the Hub, the problem is with the Hub. Usually, a yellow Wi-Fi LED on the Hub means that Wi-Fi has been disabled, or at least one of the two frequencies is turned off.

To fix this, you need to log into the admin section of the Hub: remove the slide-out tab from the rear which will display the admin password.

How to fix BT Broadband connection problems

In a web browser type 192.168.1.254 in the address bar and press Enter. As long as you haven’t changed the factory settings this should take you to the management page where you can either click on ‘Advanced’ (Smart Hub) or ‘Settings’ for Hub 3, 4 and 5.

Look for the Wi-Fi settings and make sure it’s enabled for both 2.4GHz and 5GHz. The default setting is to merge the two together so you see only one network name.

How to fix BT Broadband connection problems

Try the BT test socket

Your internet woes might be caused by some bad wiring in an extension cable, powerline adapters or something else.

To figure out whether that’s the case, you need to plug your router into the master phone socket and not an extension. If necessary, attach an ADSL filter to the socket (if there’s just one socket there, it’ll be shared between your landline and BT Hub, so a filter is needed).

If that doesn’t fix it, you can remove the two screws either side of the socket to reveal the hidden test socket behind. Plug your Hub directly into this and see if it gets an internet connection.

How to fix BT Broadband connection problems

Assuming it does, the problem lies with your phone wiring.

Try your landline

BT Broadband – even Infinity – needs a working landline, so pick up your receiver and see if there’s a dial tone. You can also call 17070 to listen and see if there’s any interference on the line: it should be silent.

How to fix BT Broadband connection problems

It’s best to connect your landline directly to the master socket and eliminate any extensions.

If you find there is no dial tone or a noisy line, you can report a fault via the My BT app on your mobile phone or by logging into your account via the online troubleshooter.

Here are some more tips if your internet connection keeps cutting out.