How to fix Full Fibre broadband problems
See our quick tips to help you sort and fix any Full Fibre broadband problems.
How do I know if I’ve got Full Fibre?
If you’ve got Full Fibre your router will be plugged into an Optical Network Terminal or ONT for short. The ONT is the small box our engineer installed inside your home when we set up your service.
You can also confirm your current broadband package in My Account.
Top tips to sort Full Fibre issues
From connection, speed or WiFi problems. We’ve got you covered.
Issue with your connection?
Try these quick tips and we’ll get you sorted.
Issue with your connection?
Try these troubleshooting steps:
If you think there's an issue with your connection, try switching the hub off and back on again to see if it helps restore service.
Wait five minutes or so after powering it back up and recheck the connection.
If things still aren’t working check what the lights on the front of our hub are doing.
Your hub is connected to your broadband OK
If you can't get online, try switching your device off and on. If it's the first time you've connected your hub, wait a minute or two.
Your hub is working but isn't connected to the Internet
Connect your computer or device to your hub. Open a new web browser window and follow the on-screen steps to get connected. If this doesn't work, use a paper clip to press your hub's factory reset button.
The power is off or the lights have been turned off in the Hub Manager
Check the hub is plugged in, switched on and the lights haven't been turned off in the Hub Manager.
There's a problem somewhere
Use the power button to turn your hub off and on again. If the light doesn't turn blue, use a paper clip to press your hub's factory reset button.
Your hub is starting up
Wait for about three minutes for it to turn blue. If it stays green switch your hub off and on again. If that doesn't work, use a paper clip to press your factory reset button.
Your hub is in Bridge Mode
Your hub has been switched to modem only mode. Full Fibre doesn't support this. You can disable Bridge Mode in the Hub Manager. Or use a paper clip to press your hub's factory reset button.
You’ll also find this information in the printed set up guide that came with your hub.
Having hub problems? Try a factory reset:
- Use a paper clip, pen, or something pointed to press in the reset pinhole button on the back of the hub.
- Keep the button pressed for 20 seconds. The lights on the front of the hub will flash or change colour. After releasing the reset button, the hub will go through a sequence similar to what you would expect if you’d just powered it on.
- Wait five minutes after powering it back up and recheck the connection.
- If you've made any previous changes to your settings, they'll need to be made again.
- Check the power cable is connected to the hub and the power supply.
- Then check all cables are firmly plugged in. The Ethernet cable with red ends must be plugged into the red WAN port on the Hub and the other end into the Openreach ONT PORT1/LAN1.
- The Openreach ONT is the white box set up inside your property and allows us to run a fibre connection straight to your home.
If you’re still having problems, switch any connected devices off and then on.
- Switch the hub off and then on.
- Then switch the Openreach ONT also called Optical Network Terminal, off and then on.
- Check the lights on the ONT: The light labelled PON should be green.
- The light labelled LOS should be off.
All looking Good? This should have now fixed the problem.
See our top tips for where, and where not, to put our WiFi hub router.
Don’t put our hub:
- On the floor
- In the kitchen
- Near thick walls
- Next to metal objects
- Near a window
- Close to microwaves, baby monitors or cordless phones
- Near fishtanks or mirrors
We know you’re curious about fishtanks, so if you want more info see our guide where to put our WiFi hub router
Still having an issue? Just report a problem and our Faults Team will look into this for you. The fastest way to get in touch is to text HELP to 07800008121
Our text service is available 24 hours every day. Charges may apply at your standard rate.
Flashing or no lights on the Openreach ONT?
Find out what an ONT is. What the lights mean and what to do next.
Flashing or no lights on the Openreach ONT?
Try these troubleshooting steps:
Full Fibre installations include an Openreach ONT or Optical Network Terminal. This is a small white box we set up inside your property. Our WiFi hub should always be connected to the Openreach ONT, so you’ll usually find the ONT very close to the hub.
There’s different types ONTs and they’re often called a modem. They all work in the same way, but the size and number of lights may vary. Here’s some examples of Openreach ONTs:
Lights: Port, LOS, PON and Power
Lights: Power, Optical, LAN x4, Tel x2
Lights: Power, Optical, LAN x4 and Tel x2
Lights: POS, LOS, Port x4, Tel x2 and Power
Lights: Tel1, Port1, LOS, PON and Power
See what the lights mean and what to do next:
PON and LOS
PON Solid green
Fibre optic link to BT Exchange is working and recognises your Openreach ONT.
ACTION: Check the connection at both ends of the Ethernet cable between the Openreach ONT and your hub. Try a new cable if needed.
LAN or PORT 1 - PORT 4
All lights solid green
Ethernet connection is normal between the Openreach ONT and your hub. Port 1 is where the engineer will install your connection.
ACTION: There may be a connection problem - check your hub.
Any lights flashing or blinking
Data is being transmitted through the port.
ACTION: There may be a connection problem - check your hub.
Problem with your speed or WiFi?
See how to run a speed test and get tips to improve your WiFi.
Problem with your speed or WiFi?
Try these troubleshooting steps:
Follow our steps to run a quick or advanced broadband speed test and get the best results.
For the strongest WiFi connection, it’s best to put our hub:
- In an open space and somewhere central in your home
- Away from any thick walls, metal objects or electrical appliances
Your devices can slow down your WiFi speed
If you’ve got lots of devices connected such as smartphones, tablets, laptops and games consoles, you share your WiFi speed with all of them.
Much older devices can slow things down too.
There are a few things which might help:
- Don’t connect too many devices to your hub as it may slow your broadband down
- If you’ve got a TV, games console or PC, use an Ethernet cable for a more reliable connection
- Test your WiFi with more than one device. This will help you check if the issue is with your device not your broadband service
Try more tips for getting a better WiFi signal
What is bandwidth?
Without getting too technical, bandwidth describes the largest amount of data that can be sent over a network or Internet connection. It’s how fast a device can transfer data on the network.
Why’s this important?
Your connection is divided between any active devices that are uploading or downloading data. The more devices using your connection, the smaller the share of bandwidth being divided between them.
Think of it like a motorway, you can have a really fast car, but if the motorway is very busy you can only go as fast as the traffic will allow.
Here’s examples of devices which use lots of bandwidth:
- Streaming devices like Chromecast and Fire TV
- Games consoles
- Mobile Network signal boosters
- Google Home, Amazon Echo, Apple HomePod
- Smart Lights and Smart Security
Issue with your connection?
Try these troubleshooting steps:
If you think there's an issue with your connection, try switching the hub off and back on again to see if it helps restore service.
Wait five minutes or so after powering it back up and recheck the connection.
If things still aren’t working check what the lights on the front of our hub are doing.
Your hub is connected to your broadband OK
If you can't get online, try switching your device off and on. If it's the first time you've connected your hub, wait a minute or two.
Your hub is working but isn't connected to the Internet
Connect your computer or device to your hub. Open a new web browser window and follow the on-screen steps to get connected. If this doesn't work, use a paper clip to press your hub's factory reset button.
The power is off or the lights have been turned off in the Hub Manager
Check the hub is plugged in, switched on and the lights haven't been turned off in the Hub Manager.
There's a problem somewhere
Use the power button to turn your hub off and on again. If the light doesn't turn blue, use a paper clip to press your hub's factory reset button.
Your hub is starting up
Wait for about three minutes for it to turn blue. If it stays green switch your hub off and on again. If that doesn't work, use a paper clip to press your factory reset button.
Your hub is in Bridge Mode
Your hub has been switched to modem only mode. Full Fibre doesn't support this. You can disable Bridge Mode in the Hub Manager. Or use a paper clip to press your hub's factory reset button.
You’ll also find this information in the printed set up guide that came with your hub.
Having hub problems? Try a factory reset:
- Use a paper clip, pen, or something pointed to press in the reset pinhole button on the back of the hub.
- Keep the button pressed for 20 seconds. The lights on the front of the hub will flash or change colour. After releasing the reset button, the hub will go through a sequence similar to what you would expect if you’d just powered it on.
- Wait five minutes after powering it back up and recheck the connection.
- If you've made any previous changes to your settings, they'll need to be made again.
- Check the power cable is connected to the hub and the power supply.
- Then check all cables are firmly plugged in. The Ethernet cable with red ends must be plugged into the red WAN port on the Hub and the other end into the Openreach ONT PORT1/LAN1.
- The Openreach ONT is the white box set up inside your property and allows us to run a fibre connection straight to your home.
If you’re still having problems, switch any connected devices off and then on.
- Switch the hub off and then on.
- Then switch the Openreach ONT also called Optical Network Terminal, off and then on.
- Check the lights on the ONT: The light labelled PON should be green.
- The light labelled LOS should be off.
All looking Good? This should have now fixed the problem.
See our top tips for where, and where not, to put our WiFi hub router.
Don’t put our hub:
- On the floor
- In the kitchen
- Near thick walls
- Next to metal objects
- Near a window
- Close to microwaves, baby monitors or cordless phones
- Near fishtanks or mirrors
We know you’re curious about fishtanks, so if you want more info see our guide where to put our WiFi hub router
Still having an issue? Just report a problem and our Faults Team will look into this for you. The fastest way to get in touch is to text HELP to 07800008121
Our text service is available 24 hours every day. Charges may apply at your standard rate.
Flashing or no lights on the Openreach ONT?
Try these troubleshooting steps:
Full Fibre installations include an Openreach ONT or Optical Network Terminal. This is a small white box we set up inside your property. Our WiFi hub should always be connected to the Openreach ONT, so you’ll usually find the ONT very close to the hub.
There’s different types ONTs and they’re often called a modem. They all work in the same way, but the size and number of lights may vary. Here’s some examples of Openreach ONTs:
Lights: Port, LOS, PON and Power
Lights: Power, Optical, LAN x4, Tel x2
Lights: Power, Optical, LAN x4 and Tel x2
Lights: POS, LOS, Port x4, Tel x2 and Power
Lights: Tel1, Port1, LOS, PON and Power
See what the lights mean and what to do next:
PON and LOS
PON Solid green
Fibre optic link to BT Exchange is working and recognises your Openreach ONT.
ACTION: Check the connection at both ends of the Ethernet cable between the Openreach ONT and your hub. Try a new cable if needed.
LAN or PORT 1 - PORT 4
All lights solid green
Ethernet connection is normal between the Openreach ONT and your hub. Port 1 is where the engineer will install your connection.
ACTION: There may be a connection problem - check your hub.
Any lights flashing or blinking
Data is being transmitted through the port.
ACTION: There may be a connection problem - check your hub.
Problem with your speed or WiFi?
Try these troubleshooting steps:
Follow our steps to run a quick or advanced broadband speed test and get the best results.
For the strongest WiFi connection, it’s best to put our hub:
- In an open space and somewhere central in your home
- Away from any thick walls, metal objects or electrical appliances
Your devices can slow down your WiFi speed
If you’ve got lots of devices connected such as smartphones, tablets, laptops and games consoles, you share your WiFi speed with all of them.
Much older devices can slow things down too.
There are a few things which might help:
- Don’t connect too many devices to your hub as it may slow your broadband down
- If you’ve got a TV, games console or PC, use an Ethernet cable for a more reliable connection
- Test your WiFi with more than one device. This will help you check if the issue is with your device not your broadband service
Try more tips for getting a better WiFi signal
What is bandwidth?
Without getting too technical, bandwidth describes the largest amount of data that can be sent over a network or Internet connection. It’s how fast a device can transfer data on the network.
Why’s this important?
Your connection is divided between any active devices that are uploading or downloading data. The more devices using your connection, the smaller the share of bandwidth being divided between them.
Think of it like a motorway, you can have a really fast car, but if the motorway is very busy you can only go as fast as the traffic will allow.
Here’s examples of devices which use lots of bandwidth:
- Streaming devices like Chromecast and Fire TV
- Games consoles
- Mobile Network signal boosters
- Google Home, Amazon Echo, Apple HomePod
- Smart Lights and Smart Security
More ways to get help
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