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Report a fault

Something not working?

Most problems are fixed with a proper router restart, so try that first. Still stuck? Report the fault below and you’ll get a Support Ticket Number to track it until it’s resolved.

Call 666660
Call 01481 666660
WhatsApp us
mail@homenet.je

Before you report · takes 15 minutes

Restart your router the right way

A full power-off resets your connection to our network — a quick flick of the on/off switch isn’t long enough.

1. Unplug it at the wall

Disconnect your router from the power outlet — not just the on/off button.

2. Wait 10 minutes

Leave it fully disconnected for the whole 10 minutes.

3. Plug in & wait 5 minutes

Power it back on and allow 5 minutes for the connection to re-establish.

Back online? Great — you’re all set. Still having problems? Report the fault below.

Report a fault

Takes about 2 minutes. You’ll get your Support Ticket Number by email straight away.

1 · Your details

Name

2 · What’s the problem?

What is the fault?

3 · Your router

Is your router switched on?
Have you tried restarting the router?

4 · Anything else?

Consent

What happens next

  1. You get a ticket numberUnique to your fault, emailed straight away.
  2. An engineer investigatesWe’ll check the line and may call you to run a few tests.
  3. Updates until it’s fixedYour ticket number keeps you informed until it’s resolved.

Opening hours

Monday – Friday9.00am – 5.00pm
Saturday10.00am – 2.30pm
Sunday & Bank HolidaysClosed

Out of hours? Submit the form and we’ll pick it up first thing.

Is it your WiFi, not your line?

If only some rooms or devices struggle, a WiFi Health Check or a router upgrade may be the answer.

WiFi Health Check →
Upgrade your router →