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 an outage: sit tight - we'll keep you updated
- If no outage is found: move to the next step
Make sure your router is connected properly:
- Plugged into your main phone socket (not an extension)
- All cables are secure
- Setup matches the recommended connection guide
Loose or incorrect connections are one of the most common causes of a full outage
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
- Check for damage or loose connections
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.
The test socket is located inside your main phone socket. It lets you connect directly to the external line, bypassing your internal wiring.
What to do:
- Plug your router into the test socket
- Restart your router
- Wait for the connection lights
What this tells you:
- Connection works: issue is inside your home (wiring or extensions)
- Still no connection: issue is likely outside your home
Still not working?
If you’ve tried all the steps above and still have no internet:
Go to My Connection to:
- Run a full line test
- Report the problem instantly
- Track your fault
- Get tailored next steps
Prefer to speak to us? You can still Contact us and we’ll take it from there.