What to do if your internet is down
If your internet isn’t working, don’t worry - we’ll help you get back online as quickly as possible.
Before you contact us, there are a few quick checks worth doing. These often fix the problem straight away.
If you’ve recently joined TalkTalk or upgraded your service, your broadband may be going through a stabilisation period .
This can last up to 10 days, and during this time it’s normal to see:
- Changes in speed
- Occasional drops in connection
Your service should settle down on its own.
The quickest way to see what’s happening is to use My Connection.
With My Connection, you can:
- Run a live connection test
- Check for problems in your area
- Get text updates if there’s a known issue affecting your service
If there’s already an issue or outage, we’ll keep you updated — no need to troubleshoot further.
Make sure your router is connected to the main phone socket in your home.
- The main socket is where the phone line enters your property
- Extension sockets can affect broadband quality and reliability
If possible, plug your router directly into the main socket and try again.
You only need microfilters if you have a standard phone socket with one port.
If your socket has two built‑in ports, you won’t need them.
If you do use microfilters:
- Plug one into every socket in use
- Don’t plug microfilters into each other
- Don’t use microfilters in empty sockets
- Try swapping to a different microfilter in case one is faulty
Cables can loosen over time, so it’s worth checking:
- All cables are firmly plugged in
- Nothing looks damaged or out of place
- Your setup matches the recommended connection guide
If something doesn’t look right, unplug it and reconnect it securely.
Restarting your router can clear temporary connection issues.
- Fibre broadband: turn your router off for 20 minutes
- Non‑Fibre (ADSL): turn it off for 30 seconds
Turn it back on and wait a few minutes for the lights to settle.
Your test socket is located inside your main phone socket. It lets you connect your router directly to the phone line outside your home, bypassing all internal wiring.
This makes it the best way to check whether the issue is being caused by wiring inside your property.
How to use the test socket:
- Unscrew the front plate of your main phone socket
- You’ll see the test socket behind it
- Plug your router directly into the test socket
- Restart your router and wait for the lights to settle
Why this helps:
If your connection works when using the test socket, it usually means:
- The issue is caused by internal wiring or extension sockets
- Your external line is working as it should
If the connection still doesn’t work, the problem is likely outside your home - and we can help investigate this further.
Once you’ve tested the socket, refit the front plate before contacting us.
Still not online?
If you’ve tried all the steps above and your internet still isn’t working, we’re here to help.
Use My Connection to report a problem or Contact us, and we’ll run further checks and guide you through the next steps.