4th Utility guide
The 4th Utility troubleshooter, explained
An incident on every one of the last 30 days. If it's happening right now, check our 4th Utility status page first. If 4th Utility is down for lots of people, no fix at your end will help, and the page shows when people stop reporting problems.
4th Utility sells 9 speeds today, from 50 Mbps to 2.3 Gbps, all of them full fibre, so the fibre runs all the way into your home.
4th Utility runs its own network and also sells over CityFibre in some areas. Who sends an engineer depends on which network reaches your home, and 4th Utility books them either way.
Full fibre lines end at a small box on the wall where the fibre comes in, separate from the router. Check it has power and look at its lights.
If a light on that box is red or off while it has power, say so when you report the fault: it points at the fibre rather than your router.
If the box looks normal, switch the router off at the wall for 30 seconds, then try a device plugged in with a cable.
Call 4th Utility on 0333 888 4050 to report a fault. Also on WhatsApp.
4th Utility hasn't signed Ofcom's voluntary broadband speed code, so there's no set 30-day right to leave over slow speeds. Report it to 4th Utility first. If it isn't sorted after six weeks, you can take it to the free dispute scheme 4th Utility belongs to.
4th Utility isn't signed up to Ofcom's automatic compensation scheme, so there's no automatic payment while it's down. Ask for a credit for the days you were without it. How automatic compensation works
Five short questions, one at a time. Then we check 4th Utility's outage picture, the speed tests other 4th Utility customers near you ran in the last 24 hours and any recent test from your postcode, and suggest one fix at a time with a "did that help?" button.
If two fixes don't work, you get a script to read out when you call 4th Utility, filled in with how long it's been going on and what you've tried, next to the cheapest deals at your address from other providers in case you'd rather leave. We earn a commission if you switch through us, never if you stay.
4th Utility runs its own network and also sells over CityFibre in some areas. Who sends an engineer depends on which network reaches your home, and 4th Utility books them either way.
Call 4th Utility on 0333 888 4050 to report a fault. Also on WhatsApp.
Three things at once: 4th Utility's outage picture on our status page (its own status where it publishes one, plus what people are reporting), the speed tests other 4th Utility customers in your postcode district ran in the last 24 hours and any test from your postcode in the last hour. That tells us whether it looks like a wider problem or something at your end.
4th Utility hasn't signed Ofcom's voluntary broadband speed code, so there's no set 30-day right to leave over slow speeds. Report it to 4th Utility first. If it isn't sorted after six weeks, you can take it to the free dispute scheme 4th Utility belongs to. 4th Utility isn't signed up to Ofcom's automatic compensation scheme, so ask for a credit for any days you were without service.
Outages, the speed tests we compare against and the deals we'd suggest all depend on where you are. A postcode lets us tell a problem in your area from one on your line.