Internet Not Working or Slow? Tenant Router Troubleshooting Guide
If the internet is not working, is slow, or keeps disconnecting, the first step is usually to restart the router. In many cases, resetting the connection or restarting the router will resolve the issue without the need to contact the internet supplier.
Tenants are responsible for completing the basic troubleshooting steps below before opening a maintenance task. If the problem continues after these checks, please open a task in the system with the required photos and information so we can contact the supplier without unnecessary delays.
We always try to provide the fastest connection reasonably available for the property. Where possible, we review and upgrade internet lines from time to time to improve the service available at the property.
Important Notice
- Do not press the small factory reset button on the router unless instructed to do so.
- Restarting the router means switching it off, waiting, and switching it back on.
- A factory reset can remove the router settings and may make the issue worse.
- Do not unplug or move cables unless you are sure where they go.
- If there is damage to the router, socket, cable, or wall connection, please report it with photos.
Step-by-Step Checks
1. Restart the router
Switch the router off at the plug socket, wait at least 30 seconds, and then switch it back on. Please allow the router a few minutes to reconnect fully.
Once the router has restarted, check whether the internet is now working.
2. Check the router lights
Please check which lights are on, flashing, red, orange, green, or off. The internet supplier will usually ask for this information before they can investigate the issue.
Please take a clear photo of the front of the router showing the lights.
3. Check whether there is no internet or only slow internet
Before opening a task, please confirm which issue applies:
- There is no internet at all
- The internet works but is slow
- The connection keeps disconnecting
- The WiFi works in some rooms but not others
- Only one device is affected
- All devices are affected
4. Test more than one device
Please test the internet on more than one device, such as a phone, laptop, or tablet. If only one device has a problem, the issue may be with that device rather than the broadband connection.
5. Move closer to the router
If the internet is slow or disconnecting, please test the connection while standing close to the router. WiFi speed can be affected by distance, thick walls, closed doors, interference, and the number of devices connected.
6. Check the cables
Check that the router power cable is connected properly and that the internet cable is securely connected. If there is a separate modem or fibre box, please also check that it is switched on and that the cables are connected.
Do not remove or change cables unless you are confident where they go.
7. Check for local supplier issues
Sometimes the issue may be caused by a supplier outage or network fault in the area. If the internet is still not working after restarting the router and checking the cables, we may need to contact the supplier to report the fault.
Photos and Information Required
If the internet issue continues after completing the steps above, please open a maintenance task in the system. To help us contact the internet supplier without delays, please upload:
- A clear photo of the front of the router showing which lights are on or off
- A clear photo of the router label showing the serial number and MAC address
- A clear photo of the router label showing the WiFi information, if visible
- A photo of the cables connected to the router
- A photo of any separate modem, fibre box, or wall connection, if present
- Confirmation that the router has been switched off and restarted
- Confirmation of whether there is no internet, slow internet, or intermittent disconnection
- Confirmation of whether all devices are affected or only one device
- Confirmation of whether the issue happens next to the router or only in certain rooms
Contact Details for the Supplier
If the problem persists and we need to log a fault with the internet supplier, please provide a mobile number that the supplier can call. Please also provide suitable times when you are available to speak to them.
Please be aware that many internet suppliers operate their support lines during normal working hours, often Monday to Friday during the day. Providing a contact number and availability helps avoid delays.
When to Report the Issue
If you have restarted the router, checked the lights, checked the cables, tested more than one device, and the internet is still not working correctly, please open a maintenance task. We can then review the information and contact the supplier where required.
Please note that by submitting a maintenance task, you are confirming that the basic troubleshooting steps above have already been completed. This helps avoid unnecessary delays and allows us to provide the supplier with the correct information straight away.
Possible Supplier or Contractor Charges
If the supplier or contractor attends and the issue is found to have been caused by the router being switched off, cables being unplugged, tenant equipment causing the issue, or the basic checks above not being completed, any call-out charge may be recharged to the tenant.
If the issue is caused by a genuine supplier fault, router fault, or broadband line fault not caused by tenant use, we will liaise with the supplier to resolve it.
