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Tools › Troubleshooter
Free · ~ 60 seconds

Broadband troubleshooter

Tell us what’s wrong

Five questions. One verdict.

Address-level · no signup · uses live outage data

Start the diagnostic

Reads live UK outage data · refreshed every 60s

Tell us what's happening. We check your provider's status, your address's recent speed-test history, and a comparison against your neighbours, then propose one fix at a time. If nothing works, we'll show you what else is available at your address.

How it works
  1. 01
    What's wrong?
    Pick the shape of the issue: no internet, slow, Wi-Fi only, or keeps dropping.
  2. 02
    Silent probe
    We check your provider's outage feed, your line's history, and recent reports at your postcode, in parallel.
  3. 03
    One fix at a time
    Each step gets a 'did that help?' button. Try one thing, tell us, move on.
  4. 04
    Escalate if needed
    Two unsuccessful fixes triggers a call script + a comparison of better deals at your address.
What we don’t do
  • Make you read an article and figure it out
  • Send you to your provider's chatbot
  • Push a switch when the fix is a router restart

By provider

Troubleshoot a specific provider

Each page is tuned to your provider — branded chrome, the same conversational diagnostic, and switch options if it's not worth waiting.

The diagnostic

The troubleshooter, explained

When your broadband stops working, most providers send you to a chatbot that asks if you've restarted the router. That's the fix for maybe 30% of cases. For the rest, the chatbot keeps suggesting restarts until you give up, while the actual problem (a line fault, a provider outage, a router placement issue, a Wi-Fi versus wired mismatch) goes undiagnosed for days.

Our troubleshooter does what a good engineer does: asks first, prescribes second. Five short questions, then a silent check against live outage data, your address's measured speed history, and recent reports in your area on the same network. Most of the time we can tell you which side of the line the fault is on before suggesting anything.

The flow is conversational, not a long form. Each step is one question on its own screen with the Apple-style focused-card pattern. After five questions we run the silent probe (~2 seconds), then surface what we found in one of three confidence tiers:

High confidence is when we can see the fault before asking you to do anything. Your provider has an active outage in your postcode, or our speed-test data shows your line just dropped in the last hour. We skip the common-fixes step entirely and route you to the right action (wait + monitor, or escalate to your provider with the right script).

Medium confidence is when we're 'watching this': provider state is elevated, mentions are spiking, or your address recently logged a slow result. We suggest one or two quick checks (restart, wired test) before falling through to a full speed measurement.

Low confidence is when our data is clean and the issue is probably on your end. We walk through the per-branch fix library one card at a time, each with a 'did that help?' loop. After two unsuccessful fixes we automatically move to escalation.

If the basics don't land, we don't leave you stuck. The escalation card has two columns. The left column is a call script to read word-for-word to your provider: it interpolates how long the issue has been going on, what you've already tried, and your fault ID, plus an Ofcom General Conditions reminder when the duration is over a week (which unlocks compensation).

The right column is the commercial offramp: the cheapest 12 deals at your exact address from providers other than yours, sorted by monthly price. We earn commission on switches, not on you staying. If your current provider is the right call, the call script is genuinely useful; if the fault keeps recurring, switching is genuinely cheaper.

The postcode + address lookup is address-precise via Royal Mail's PAF (through Ofcom's coverage data). We use it to: filter the outage detector to your postcode district, pull the rolling average of recent reports in your area, and surface the right deal alternatives. Your address is kept in your browser so the rest of the site can use it; we only sync it to an account if you sign up.

The 'tried fixes' state lives in sessionStorage, so we never re-suggest a fix in the same session, but we also forget you the moment you close the tab. No tracking cookie until you ask for one.

Provider-built tools are honest about router resets and dishonest about line faults. They route you back to themselves; we route you to whoever can actually fix it (the provider, an engineer, a different provider). We have no allegiance to your current ISP.

Three things, in parallel: your provider's live outage feed (statuspage + RSS + speed-test signal), the recent broadband speed-test history at your postcode, and a 24-hour rolling average of reports in your area on the same network. The probe takes about 2 seconds.

After 2 unsuccessful fixes we move to the escalation step: a templated call-script you can read word-for-word to your provider, plus the cheapest deals at your address from a different network. The script interpolates the duration and what you tried so the call-handler can skip 5 minutes of triage.

A short reference we generate from your address + provider + today's date (e.g. FB-8F47-SKY-M1). When you mention it on a call, we can correlate the request if you come back later. It's deterministic, no tracking cookie attached.

Outage detection, area comparison, and the switch-deals are all address-precise. Postcode alone wouldn't tell us if your line is the problem versus the area.