Checking the physical set up of your hardware – wired
If your modem is connected directly to your computer, make sure that the appropriate cables are plugged in as described here:
- Power cable - make sure that it is plugged in and switched on at the wall.
- Ethernet (or USB) cable - ensure this is securely plugged in to both computer and modem (or set-top box).
- Coaxial cable - ensure this is screwed in tightly to your broadband device.
If you still cannot connect, then carry out the reboot procedure further down this page.
Checking the physical set up of your hardware – wireless
If your modem is connected to a wireless router, make sure that the appropriate cables are plugged in, as follows:
- Power cable - make sure that the wireless router is plugged in and switched on at the wall.
- Ethernet cable - ensure this is securely plugged in to both the wireless router and the modem.
- Coaxial cable - ensure this is screwed in tightly to your broadband device.
For further details on checks you can make over a wireless connection, click here.
If you still cannot connect, then carry out the following reboot procedure:
Rebooting your hardware
To reboot your broadband equipment:
- Switch off the power to your modem (and wireless router, if you have one) at the wall.
- Shutdown your computer.
- Wait at least 20-30 seconds.
- Turn on the broadband equipment ONLY. If you have a wireless router, turn this on first before the modem. Wait at least two minutes until the broadband equipment has had time to establish communications with the server.
- Reboot your computer.
If you still can’t connect, click here to go to the next step.
