We're sorry that you're struggling to connect. We've created a comprehensive guide to help you get back up and running. See below for more details, but in short:
- Check your Wi-Fi router is set up properly, and perform a factory reset
- Perform a physical router check
- Carry out a test socket test
- Check whether there are any issues with the underlying network
- Get in touch with the Cuckoo community hub
- Contact us directly
Got other ideas? Let us know via your account page. You can also mention them in our community hub.
1. Check your Wi-Fi router is set up properly, and perform a factory reset 🔄
Check that your router is set up properly - that all the wires are connected securely and you have your microfilter on, and that it's plugged in.
Also try turning your router on and off again. If you're using the same router that we sent you (the DWA0120):
- Locate the power button on your router
- Press it and wait 10 seconds before rebooting. For a more comprehensive reboot, leave it off for 5 minutes
- The lights will blink as the router goes through its start-up routine
- Once the lights turn solid green, your router has rebooted
Often you'll need to perform a factory reset on your router. A factory reset allows the router to resync and re-programme all its details, which is particularly important if any network parameters have changed (e.g. part of your local network has been upgraded). ⚠ Warning: this will erase any manual changes you've made to the router (e.g. if you've changed its name).
- To perform a factory reset, carry out the above steps and then insert a straightened paper clip into the reset hole on your router (next to the power button)
- Hold the paper clip in the hole for ten seconds before letting go
Also try plugging your router into a different socket. If that sorts the problem, you've got an issue with your socket and should get an electrician to investigate.
2. Perform a physical router check 🚥
Your router has several lights that show you whether it's functioning as it should. See here for the full details.
Here are some common router issues:
- If the power light is off, there's no power going into your router. Check your router is plugged in and the switch is turned on.
- If your overall status light is red for more than 10 minutes, it means you're not connected to the internet. To resolve:
- Check all cables are securely connected
- Your router likes to stay cool. ❄ Make sure there's enough air flow around it and don't keep it in a hot place
- Perform a factory reset of the router (see above)
- If your broadband light is off, there's no connection or no cable between your router and the exchange (no sync). There are a bunch of reasons why you may have a no sync message on your router, including:
- Network is temporarily down
- Issues with your internal wiring
- Faulty Exchange equipment
- Faulty Port (Exchange/Cabinet)
- Underground Cabling
- Hardware issues with the router (rare)
- You haven't reached your activation date yet
- If your internet light is off, then there's no internet connection, or it's disabled. If it's flashing red, then it's trying to connect. Issues here are generally caused by authentication error, IP filter trouble, network issues or faulty router configuration. To fix:
- Forget your Wi-Fi network on your device
- Then try to reconnect using your password
- Check your activation date. You may not be on our network yet.
3. Carry out a test socket test🔌
Your test socket bypasses the internal wiring in your house and connects directly to the Openreach line outside. It therefore can help identify whether there's an internal issue with your home wiring, or instead a fault in your local area.
You can find your test socket inside your master socket. The master phone socket is the main socket where the phone line enters your home, usually found in the hallway near the front door.
Master sockets that have two ports, or one port with a horizontal line across the front, contain a test socket. But if your master socket has one port without a horizontal line, then you don't have a test socket; if so, please don't carry out the steps below.
To connect to your test socket:
- Carefully unscrew the faceplate on your master socket with a screwdriver. Or if your master socket doesn't have screws, squeeze the sides of the plate to detach it
- Carefully and slowly pull the faceplate towards you
- You'll now see the test socket inside. It will look like the port on the front of your master socket but without any sliding cover
- If you're testing your router, plug a microfilter into the test socket
- Then plug your router's grey broadband cable into the microfilter's port, and turn on the router
- If your connection improves while you're connected to the test socket, then the problem is probably inside your home
- If this happens, then try reconnecting your router at its original location before the test socket test, and gradually re-introduce items and devices one by one, testing each time whether the connection deteriorates. This can help identify which device might be responsible. If you still can't identify the problem, you may need to get an expert to repair or reinstall faulty wiring
- If your connection doesn't improve, there's likely an issue with the external network
6. Get in touch with the Cuckoo community hub 🙋♂️👩⚕️👷♂️🙆♀️👨🌾
We've got an amazing community of internet experts who can help get you online. Get in touch with them here.
7. Get in touch with us direct 🐣
Sometimes you'll need to contact us directly - for example, if there's an unknown issue with the underlying cables between your house and the exchange. The best way is by filling in this form.