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Technical support

Technical support

Welcome to the GoFibre technical support page. If you are experiencing issues with your GoFibre broadband, then you are in the right place to get your service back to normal as quickly as possible. For us to be able to diagnose the issue you are experiencing and get your broadband up and running again, please follow the troubleshooting steps below.


STEP 1: Check router

Firstly, we want to check your GoFibre router.

  • If there are no lights on your router then your router is off. Please check the power cable is plugged into your router and a power socket which is turned on.
  • If the internet light is red then please check the WAN cable is plugged into your router and connected to your optical network terminal (ONT). Your ONT is a white box that was installed by a GoFibre engineer.
  • If all the lights on your router are all green then your router is working as expected and is unlikely to be the cause of your issue.

If you have tried these steps and your internet is still not working then please turn your router off, wait 60 seconds then turn your router back on.

If that doesn't fix your issue, please go to step 2.


STEP 2: Check ONT

Next, we want to check the Optical Network Terminal (ONT) that was fitted when your GoFibre services were installed.

  • If there are no lights on your ONT then your ONT is off. Please check the power cable is plugged into the ONT and a power socket which is turned on.
    • If there are still no lights on your ONT then please contact us.
  • If the PON light (labelled 'PON' on your ONT) is red, please contact us to fix your issue, if the PON light is green your ONT is working as expected.
  • If the alarm light is on, please contact us to fix your issue, if the alarm light is off then your ONT is working as expected.
  • If the data light is blinking green then your ONT is working as expected. If it's not, please contact us.

If you have tried these steps and your internet is still not working, please go to step 3.


STEP 3: Router location

Now, we want to check the location of your GoFibre router.

The below tips help you get your GoFibre router in the best location possible to allow the Wi-Fi signal to travel more effectively around your home and give you the best internet experience.

  • Your router should be elevated and not on the floor
  • Your router should be in an open and well-ventilated space (not hidden behind a TV/sofa or in a cupboard!)
  • Your router shouldn't be beside other equipment that send out radio waves (e.g. house phone, microwave).

If your router follows all these tips then it is in a good location, please move to step 4.

If your router didn't follow all these tips and you moved your router, has your service improved? If it has, great! We are glad your issue is fixed.

If you are still experiencing issues then please move to step 4.


STEP 4: Location of issues

Now, we want to check where you are having issues with your service.

If your issues are only happening in one room, can you move your router to a different location that's closer to the impacted room to see if that helps?

If moving your router doesn't help or you cannot move your router and you are experiencing a great service everywhere else. You might need our Enhanced Wi-Fi service to ensure you get service in this room. You can find more about this service here or contact our UK based friendly customer service team who can provide more information on this service. You can also view more information on in-home Wi-Fi coverage and speeds here.

If your issues are happening in multiples rooms or your whole flat/house then please move to step 5.


STEP 5: Impacted devices

Are the issues happening on just one device?

  • If the device is a smart TV, Amazon fire stick or Sky box then please contact us.
  • If it is any other device then please restart the device and apply any software updates. If you are still having issues then this is likely to be an issue with the device and not your GoFibre broadband. We recommend you contact the device manufacturer for further support.


Still not fixed? If your issue is still not fixed after following these five steps then please contact our friendly UK based customer service team and we will be happy to get your issue fixed for you.

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