Troubleshooting Fibreline faults

If you are having problems with your Fibreline connection there are a few steps you can take to try and resolve it.

1. Check Gradwell Status

We post information and updates on any outages, network problems or planned maintenance on our Gradwell Status website. Therefore this is a good place to initially check if you believe you have an issue. You can also subscribe to SMS alerts if you wish, so you can be informed of connectivity problems even if your connection is down.

2. Has anything been changed?

Have you, or anyone else, made any changes to the setup (either physically or in the network) recently? if so, try reverting the changes and see if this rectifies the problem.

3. All all cables firmly seated?

Ensure that all cables are firmly seated, both between the equipment we install onsite and your router, and also between the installed hardware and the socket on the wall.

4. Reboot your router and computer

Asking you to turn your computer off and on again is a running joke in the IT world, but it is proven to solve many real world issues. Turn off both your router and computer and wait a few minutes. Turn your router back on and wait for it to fully connect (this may take a minute or two).

Ideally turn on one computer and connect to the Internet. Retest your connection and see if the problem is resolved.

5. Check TCP/IP settings

Ensure that your router is configured with the correct details, which we would have sent to you by email when you ordered your service.

For further information on how to configure your service please see this knowledge base article.

If the problems are not resolved then contact our support team for further help, detailing the steps you have taken so far to try and resolve the issue.