When the internet drops in the middle of a video call or a movie, the first instinct is to call your provider straight away. That’s completely fair — and our support line is open 24/7 for exactly that reason. But a large share of the issues we get called about are things you can clear yourself in two or three minutes, often faster than waiting on a call. Here’s the checklist we’d run through with you anyway, in the order that solves the most problems first.
1. Do a proper power cycle
Not a quick off-and-on. Unplug your router — and the small fibre or wireless receiver box it connects to, if you have one — from the wall. Wait a full 30 seconds so the equipment fully powers down and clears its state, then plug the receiver back in first, give it a minute to settle, and power the router on after it. This one step resolves the majority of “everything was fine yesterday” complaints.
2. Read the lights before you do anything else
The indicator lights on your router and receiver box tell you where the problem is. A steady power light with a missing or red internet or signal light usually means the connection into your home is down — something we need to look at. If all the expected lights are green and steady but you still have no internet, the problem is more likely inside your home network, and the rest of this list applies. Take a photo of the lights; it helps our team a lot if you do end up calling.
3. Check whether it’s one device or everything
If one phone or laptop won’t connect but everything else works, the issue is that device, not your line. Turn its WiFi off and on, forget the network and rejoin it, or restart it. If every device in the house is offline at once, move on to the next checks.
4. Rule out WiFi versus the connection itself
WiFi problems and internet problems feel identical but are fixed differently. If you can, plug a laptop directly into the router with a network cable. If that works, your line is fine and you have a WiFi issue — move the router out into the open, away from walls, metal, and other electronics, and keep it up high rather than on the floor or in a cabinet. If the wired connection is also dead, the problem is the line or the router itself.
5. Check your account and for a wider outage
An expired subscription is one of the most common reasons a connection stops without warning. You can check your renewal date and pay in seconds from the WebSpace billing portal or by contacting us on WhatsApp. It’s also worth asking a neighbour on the same network, or checking whether you’ve just had a power cut in the area — equipment sometimes needs a moment to recover once power is properly back.
When to stop and call us
If you’ve power cycled, your account is active, the signal or internet light on your box is off or red, or a wired connection straight into the router still gives you nothing — that’s our side of the fence, and it’s time to get in touch. Have your account name or number ready and, if you can, that photo of the lights.
Call us any time on 0702 447 334 or reach us through the contact page. Whether it’s a two-minute fix or a technician visit, we’ll get you back online.