Airband connection issue – Fibre Switch

If you have a Fibre Switch connection with us and your internet is not working at all, the below can usually help resolve most issues.

Check your phone socket and adapter

Firstly, check the white Openreach box (phone socket) on your wall. It will have one or two ports on it and look something like this:

Check to make sure all of the following are in place:

1. Your BT adapter is firmly plugged into the socket on the wall. If your wall socket has two ports, this MUST be plugged into the “Internet” port. Ensure nothing is plugged into the other port.
2. The DSL cable (grey) is firmly plugged into the Modem port on the adapter (this should be labelled).
3. The other end of the DSL cable is firmly plugged into the white DSL port on your router.

Once you’ve checked all of the above, unplug your adapter from your white Openreach box, wait 60 seconds and plug it back in. If you still have no connection after a few minutes, continue below.

Reboot your TP-Link router

Sometimes, you just have to try the classic on/off again by rebooting your router. To do this, follow the steps below:

1. Press the On/Off button then unplug the power cable from your router
2. Unplug the DSL cable from the grey DSL port on your router
3. Wait for at least 60 seconds
4. Plug the ethernet cable and power cable back into the router. Press the On button.
5. Check your connection again. Please note: it can take up to 15 minutes for your router to reboot

Call us

If you’ve tried the above and still have no connection, please get in contact with us and we’ll help resolve this for you.

To help speed up the process, please have the below ready when contacting us:

1. What speeds you are getting on an online speed test (preferably with and without a wired ethernet cable)
2. The MAC address of the router which is located on the back of the router

You can call our support team on 01905 676 121 between the following times:

• Weekdays: 9am – 8pm
• Weekends: 8am – 6pm

If you’d prefer, you can raise a ticket using our online enquiry form and we will get back to you as soon as possible.