Connect 247 Broadband Help & Troubleshooting

If you are having problems of any kind with your Connect 247 Broadband account, BEFORE YOU DO ANYTHING ELSE:

1) If you have an Broadband router then please restart it, wait 5 minutes, then try connecting again. Repeat if necessary

2) Restart your computer, wait 5 minutes and try again.

3) Re-enter your broadband username and password and try again.

4) Check the Status Page or call our 24 hour Status Line on 0870 950 4110 to check for any known problems on our systems and networks. (Note: Both the Status Page and Status Line are updated by humans, and in some cases it might take some time to investigate and determine if a fault might impact more than one customer).

5) Read through the extensive Online Help pages (you'll find links to these below).

If none of these steps help you solve your problem, please contact our technical support department by email or, if necessary, by telephone (details of which appear below)

Please note: BT will charge you up to £150 + VAT if an engineer is sent to your premises to resolve a fault that turns out to be due to a problem with your equipment, your wiring or your setup. It is therefore vital that you follow all the instructions we provide and do everything you can to eliminate the possibility that the problem is being caused by a non-BT fault.

Get help quickly

[ Online Help ] [ Technical Support by Email ] [ Technical Support by Telephone ]

NEW: Download the Connect 247 Broadband User Manual. Click here

Online Help

If you are having problems of any kind with setting up, using or connecting to the Internet with your Connect 247 Broadband account, we strongly recommend that you read through the online help and trouble-shooting information that is available here on our website. It is extremely comprehensive and covers just about every problem you are likely to encounter:

Please select from the following in order for us to take you to the most relevant information as quickly as possible:

General:

Microfilters - What are they? How to I use them? Why are they so important?

Getting Started:

My Broadband service has just been activated. How do I use it?

I am having problems installing my Broadband hardware

I am having problems configuring my Broadband hardware

I have set up my connection but:

I can't connect to the internet at all

My connection is unreliable

My connection seems to be slow

I am using an Broadband router. What DNS server addresses should I use?

What is the procedure for contacting technical support to report a Broadband fault?

I want to read about solutions to all types of connection problems

Email:

I'm having problems setting up or using my Email account

Webspace:

I'm having problems setting up or using my Personal Webspace

Other Topics:
(including Billing, Canceling, Migrating and an introduction to Broadband technology):

Answers to frequently asked questions about Connect 247 Broadband accounts

 

Download the Connect 247 User Manual and Troubleshooting Guide today A downloadable version of the setup and troubleshooting information you'll find on these pages is available in the form of the Connect 247 User Manual and Connect 247 Trouble-Shooting Guide which you can download by clicking here. Both documents are easy to follow and can be printed or kept in a safe place in case you ever need to refer to them when you can't get online.

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Technical Support by Email

If the solution to your problem isn't covered in our extensive online help pages or if you need clarification or additional details then you can contact us by Email and we'll do our best to assist you as quickly as possible.

You can do this by simply sending an email to support@cymru247.net
You will normally receive a reply within 24-48 hours.

Or, if your question is related to billing, please send an email to billing@cymru247.net
You will normally receive a reply within 24-48 hours.

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Technical Support by Telephone

If you have a very urgent enquiry or you do not have access to email, telephone-based Technical Support for Broadband customers is normally available 24 hours a day, 7 days a week, 365 days a year on 0906 788 0808. Calls to this number cost £1 per minute when called from a normal BT landline. Calls from other networks and from mobile phones may be higher. This service is available in English only.

Calls are routed to a UK-based call centre. Technical Support on this number is provided by Murphx Innovative Solutions Ltd and not by Cymru 1 Limited. Cymru 1 does not benefit from any revenue share from calls made to this number. Calls are limited to a maximum of 20 minutes and may be recorded or monitored for quality control and training purposes. Callers must be over 18 and have the permission of the bill payer. Call cost, number and service availability was valid 01/01/2008 - please revisit this page to check for any changes.

Support on this number is provided on a best endeavours basis and can only be provided to PC users running Microsoft Windows and using Microsoft Outlook/Outlook Express and Microsoft Internet Explorer. Callers may be requested to contact the manufacturer of their broadband router or modem if necessary - for example if a hardware fault is suspected. Support is limited to providing basic technical assistance with and trouble-shooting of your broadband connection and yyy@xxx.cymru247.net email address, and with the basic broadband configuration of hardware supplied by Cymru 1.

Support for @cymru1.net or any other type of email addresses cannot be provided on this number. This number should only be used to obtain support for your Connect 247 Broadband service. Support for any other service, such as our Gold and Silver Hosting accounts, domain names, 0844 535 1740 PAYG Dial-up service etc is not available on this number.

Before calling please always:

• Check for any known faults on our network on the Status Page or by calling the 24 hour Status Line on 0870 950 4110
• Check for a solution to your problem on our extensive Online Help and Trouble-Shooting pages

• Reboot your router and your computer - this simple step solves the majority of problems reported to the support department
• Have your Broadband username (or the telephone number of your Broadband telephone line) available to give to the person who answers your call.
• Read through the manual that is provided with your broadband router or modem and follow any diagnostics/trouble-shooting steps that it might suggest.

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