I can't connect to the Internet using my Fibre Service

If you can't connect to the internet using our Fibre Service, please follow the steps below:

• A simple reboot of the Imagine fibre router can fix the problem. To do this, press the Power button located on the back of the modem, wait five seconds, then turn it on again. Wait for up to five minutes for the modem to start up again
• It’s important that the cables at the back of the Imagine router are plugged in correctly.
• The ethernet cable from the ONT should be plugged into the WAN Eth port.
• Make sure you use the original power plugs that came with the Imagine fibre and the ONT.
• Check if the ONT is powered on.
• If everything is setup correctly, you can factory reset the ONT. Press and hold the RESET button on the ONT with a pin (like a paper clip) for 8 to 10 seconds until all the ONT lights turn off, then release. Wait for up to 5 minutes for all the connections to establish.

If you still have no internet connection please contact our Technical Support Team on 1800 938 100 - Monday to Friday between 9am to 6pm - Weekends & Bank Holidays 10am to 4pm

Please note, if we identify a network issue that may significantly impact your service, we'll endeavour to keep you informed of this by SMS to the mobile number registered to your account or through a message on our phone lines.

If you are using our Fixed Wireless Service please see here