Fix a problem with broadband and Wi-Fi

Help articles for fixing broadband problems

• Smart Hub 3 Wi-Fi

  Some customers using a Smart Hub Plus or Smart Hub 3 may find that certain devices or Wi‑Fi extenders won’t connect to their Wi‑Fi. We’re working to fix this, but you can try the steps in this article to reconnect.

• Full Fibre help

  Get help ordering and activating Full Fibre (Fibre to the Home) and troubleshooting problems.

• BT Broadband connection problems

  Save time on the phone if you're having BT Broadband problems, here are some tests you can run at home to try and resolve it.

• I want to improve my Wi-Fi

  Read how to connect 5GHz and dual band devices wirelessly, split your hub's wireless network name and connect to your hub (router).

• Help with Wi-Fi problems

  Get a more powerful Wi-Fi connection on your device with simple changes like changing its location, upgrading to Halo, giving your device a break or using fewer devices.

• Fix problems with Complete Wi-Fi

  Fix any Complete Wi-Fi problems you might have with your hub (router) or discs. See what the different lights mean and how best to connect a disc.

• I have a problem with Halo

  What to do when you're having problems with your 4G back up connection (Halo) or problems with a 4G Mini Hub.

• Solve issues with older devices

  If older devices do not connect to your Wi-Fi, turn on Compatible Wi-Fi on your BT Smart Hub. This creates a 2.4GHz network that helps older or smart devices connect more reliably.

• What do the lights on my BT Hub mean?

  Find out what each light on your BT hub means and how to fix common broadband issues.

• Can't connect devices

  Read how to connect your devices to wi-fi, disconnect from a BT hotspot, and how to connect using an ethernet cable.

• Wi-Fi signal in your home

  Improve slow Wi-Fi signal issues with five practical steps to boost Wi‑Fi signal, fix common broadband problems and speed up your connection.

• Can't connect to a Wi-Fi network

  Discover why you can see a Wi-Fi network but can’t connect. Learn common causes and troubleshooting tips to get your devices online quickly.

• Run the wholehome app’s set-up again

  Learn how to rerun the BT app’s setup without losing your settings. Follow simple steps to automatically restart and reconnect your Complete Wi-Fi discs.

• Factors affecting Fibre speed

  To get the right advice, tell us which kind of broadband you've got.

• Complete Wi-Fi firmware updated, app shows update

  Learn how to fix the BT Complete Wi-Fi app showing an update required after you’ve updated the firmware. Follow these quick steps to resolve the issue and keep your discs running smoothly.

• Why am I paying the normal monthly broadband charge?

  Find out why your BT bill shows the standard broadband charge and when promotional discounts start. Check your billing cycle in My BT.

• Common browser error messages

  Read information about the most common error messages you might see while using the internet.

• Run a line check

  There may be an issue with your broadband, log in to My BT to run a test on your line.