Broadband and landline

Help with your broadband and landline

Broadband - troubleshooting

Find out how to solve some of the most common issues that could occur with your broadband connection.

Troubleshooting

What do the lights on my O2 router mean?
O2_router_1 O2_router_2
Light Colour State Meaning
Power Green On Your O2 router’s on and working normally
Power Red On Your O2 router’s on, but a problem's been found
Power Orange On Your O2 router’s starting up
Power Off Off Power off
Ethernet Green Flashing A computer is plugged into your O2 router and being used
Ethernet Green On A computer is plugged into your O2 router but not being used
Ethernet Off Off Nothing's connected with a cable
WLAN Green Flashing Something's connected to your O2 router with WPA encryption on
WLAN Green On There's no wireless activity, but WPA encryption’s on
WLAN Amber Flashing Something's connected to your O2 router with WEP encryption on
WLAN Amber On There's no wireless activity, but WEP encryption's on
WLAN Red Flashing Something's connected to your O2 router but there’s no encryption switched on
WLAN Red On There's no wireless activity, and no encryption's switched on
WLAN Amber and red Flashing alternating colours A wireless connection to a new computer is being created
WLAN Off Off Wireless connections are turned off
Broadband or DSL Green Flashing You're connected to O2 Business Broadband and the connection is being used
Broadband or DSL Green On You're connected to O2 Business Broadband, but the connection’s not being used
Broadband or DSL Off Off No broadband line found
Internet Green Flashing You're connected to O2 Business Broadband and the connection is being used
Internet Green On You're connected to O2 Business Broadband, but the connection's not being used
Internet Red On Your O2 router has failed to connect to O2 Business Broadband
Internet Off Off No broadband connection
Why can’t I connect to my wifi?

  • Unplug your wireless box. Wait 30 seconds. Then plug it back in and wait for it to restart fully.
  • If you still can’t connect, try to connect from another computer or wireless gadget (like a smart phone, games console or O2 Joggler). If it works, you’ll know the problem is with your equipment, not the connection or wireless box.
  • Check to make sure the computer or wireless gadget you’re trying to use has wifi switched on.
  • If you’ve changed the username and password for your O2 router, changing them back to the original settings might help.
  • Try changing the wireless channel. Switch it off and on again – it will find the best channel automatically.
If it’s still not working, call us free on 0800 977 7337.

My broadband’s not connecting properly, what’s wrong?

If you're having trouble getting online or if the Broadband/DSL light on your O2 router isn't on, there might be a problem with your connection.

Has your landline been activated?

If you’re new to O2 Business Broadband your landline may not be activated yet. We'll send you a text message and email once it is, usually within two weeks.

Check your O2 Business Broadband Assistant

If you’ve used the set up CD to install O2 Business Broadband, you can use the O2 Business Broadband Assistant to investigate the problem.

Turn everything off

Turn everything off and then back on again. Sometimes the simplest things work best.

Check the lights

The Internet and Broadband/DSL lights should be green. The Internet light flashes if the connection's being used for anything. But the Broadband/DSL light should stop flashing soon after you turn the router on.

Check the wires

If there’s no dial tone on your landline phone you’ll need to get in touch with your landline provider to get it fixed.

Only use the supplied grey DSL cable to connect your O2 router to the landline. Don’t use your own extension leads.

If you have other things plugged into your landline, try disconnecting them one at a time to see if any are interfering with your O2 router.

Plug the O2 router into your main BT landline socket

This is usually the socket nearest where your telephone line comes through the wall into your house.

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