Getting help safely
Tom Wi-Fi Fix is a self-help guide only. It has no phone line, no live support team and no way to see your connection, your provider's outage status or your account. Everything below is guidance for contacting the people who can act: your internet provider or a qualified technician.
Safety first — please read
Never open, unscrew or repair electrical equipment. If you see damaged cables, sparks, smell burning or the router feels very hot, stop right away and contact your internet provider or a qualified technician.
- • Only unplug at the wall if the socket is safe and dry to reach.
- • Do not use water, tools or tape on any equipment.
- • Keep children and pets away from loose cables.
Stop straight away if you notice
- • A burning or plastic smell from any equipment or socket.
- • Sparks, smoke, buzzing or scorch marks.
- • A router, plug or cable that is too hot to touch.
- • Cut, chewed, split or exposed cables.
- • Water near the router or socket.
Do not open or repair anything. If it is safe and dry to reach, switch it off at the wall, then call your internet provider or a qualified electrician or technician.
Have this ready before you call
- • Your account number or the name on the account, and your address.
- • The colour of the router's internet light.
- • When the problem started, and whether it comes and goes.
- • Which devices are affected.
- • That you already did a safe 30 second power restart.
- • A phone number they can reach you on if the internet is down.
What to say
"My Wi-Fi shows as connected but no device can reach the internet. I have restarted the router safely and the problem is still there. Please can you test the line to my address and tell me if there is a fault or an outage."
Finish the troubleshooter to get a copyable message with everything you checked already.
When a technician is the right call
- • The provider confirms there is no outage but you still have no internet.
- • The internet light stays red or off after a safe restart.
- • The connection drops repeatedly every day.
- • Any wall socket, cable or box looks damaged.