No Internet

Most connection problems can be fixed at home in a few minutes.

Follow the steps below in order before contacting the Service Desk.

This helps resolve faults faster and keeps phone lines free for urgent issues.

1. Check the Router Lights

Look at the lights on the front of your router.

Most routers have:

• Power light
  
• Internet light (often looks like a globe or planet)
  
• Wi-Fi light

What to check:

• Power light = ON
  
• Internet (globe) light = ON
  
• Wi-Fi light = ON

If no lights are on:

• Check the routers power supply is connected and turned on
  

If the Wi-Fi light is OFF:

• Press the Wi-Fi button on the router
• Wait 30–60 seconds
• Check that the Wi-Fi light comes back on

If the Internet light is OFF or RED, or your wireless devices still have no connection continue below.

2. Restart Your Router

This fixes many temporary connection problems.

• Unplug the router power
  
• Wait 20 seconds
  
• Plug it back in
  
• Wait 2–3 minutes for it to fully start

Recheck the lights after it restarts.

If the Internet light is still OFF, continue to Step 3.

If the Internet light is ON but devices still have no connection, continue to Step 4.

3. Check The Network Equipment

If the Internet light is still off check the network equipment depending on your service type:

Ultrafast Broadband (Full Fibre)

You will have an ONT (small fibre box on the wall).

• Power light must be ON

Fast Broadband (WiMAX)

You will have a PoE injector (small power supply).

• At least one white/blue light should be ON 

If anything has no lights:

• Check plugs and extension leads
• Restore power
• Wait 2 minutes and test again

If the Internet light is still OFF, continue to Step 5.

4. Try a Wired Test 

If:

• Internet light = ON
  
• Wi-Fi light = ON
  but your devices still have no internet:

Try a wired test.

• Plug a laptop or PC into the router using an Ethernet cable

Result:

• If wired works: 
  The broadband connection is working and the issue is Wi-Fi

  Go to: Improve Wi-Fi Performance
  
  

• If wired does not work:
  Continue to Step 5 

5. Check the Service Status Page

If:

• The Internet light is OFF
  or
• The wired test does not work

Check our Service Status Page using mobile data if possible.

This shows:

• Known outages
  
• Planned maintenance
  
• Area faults

If there is a known outage in your area, you do not need to continue further. We will provide updates to the outage post to keep you up to date on our progress.

If there is no known outage, continue to Step 6. 

6. Check Your Setup (Correct for Your Service Type)

If there is no known outage it could be that a cable is not connected correctly

Follow the guide for your broadband type to confirm cables and lights are correct:

Ultrafast Broadband (Full Fibre)

Ultrafast Broadband – Connecting Your Router

Superfast Broadband (FTTC)

Superfast Broadband – Connecting Your Router

Fast Broadband (WiMAX)

Fast Broadband (WiMAX) Equipment

7. Still No Internet?

Before contacting us, make a note of:

• Router lights
  
• ONT or PoE injector lights (if present)
  
• Whether Wi-Fi name appears
  
• Whether a wired device works

This helps us diagnose the fault faster.

Need Help?

If you have followed all steps above and still have no connection, contact the Vfast Service Desk.

Phone:

• 01227 688901
  
• 0330 324 9811

Email:

• support@vfast.co.uk

Related Articles

• How to Report a Fault
  
• Using Our Service Status Page
  
• Troubleshooting Slow Broadband
  
• Troubleshoot Dropouts