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Landline & Broadband Faults

Is your broadband buffering and slower than usual? Is your normally fault-free landline struggling? Whether you’re experiencing broadband problems or landline faults, our team at POP Telecom is here to help, getting you reconnected and running properly.

No provider can offer a guaranteed service with zero risk of faults, but at POP Telecom, we understand how frustrating it is when your communications are interrupted or slow down mysteriously. That’s why we’ve put together this helpful guide to assist with any POP telecom landline faults and broadband issues you might be facing.

In the following sections you’ll learn how to identify Pop Telecom broadband problems and explore some of the methods our technical support team will use to investigate and fix these issues. We know that while you’re waiting for repairs, you want to help too, so we’ve included some options and measures you can try yourself that might improve the way your service runs. If you do experience a fault on your equipment or line, to keep disruption at minimum, you’ll also find some ways we can get you connected until your fault is fixed.

Identifying a fault with your service

Sometimes, simple changes in a home or work environment can have an impact on your broadband connection and its speed. If you’re service suddenly seems slower or less reliable, ask yourself, when did you first notice this drop in broadband performance and have you made any changes recently?

Adding a telephone extension cable or making a change to your wiring can sometimes interfere with your speed. To avoid this issue, always use the shortest lead length you possibly can and use a high-quality product. Long leads, especially if coiled up or tangled, may also affect the speed of your service.

If you’re not using microfilters, you should be in most cases. These small invaluable white boxes should be plugged into each of your plug sockets to split broadband and phone signals, so they don’t interfere with each other and keep running smoothly.

Have you added any new electrical equipment? Numerous devices have been known to disrupt routers, including TVs, AC power cords, computer speakers and even fairy lights. Station your router as far away as possible from any other device, which also include wireless items like baby monitors and phones.

Where is your router kept? If it’s positioned on the floor, raise it up on a shelf or table for a stronger signal. Is it near a window? Routers should be positioned as close a possible to the middle of the area you need wifi in to ensure a strong signal in all directions. The fewer objects between your computer and your router the better, and this includes partitions and walls.

Are you experiencing an equipment or network fault?

In some cases, your network might be fine but your equipment or the software it uses is at fault. Older models of router may need new firmware added or updated software. If you think this might be the issue, contact our technical support team and we’ll take you step by step through some simple tests to assess your problem.

We may be able to diagnose a technical fault remotely, saving you the inconvenience of an engineer visiting your home.

Before contacting us, you should also try out a variety of your devices. If they are all running slowly, the fault is more likely on the line. If just one device is proving slow, it might be that particular device rather than your service.

In the worst-case scenario, we may have to schedule an engineer to visit your home or business. In these circumstances, we’ll minimise any disruption to your day by finding the time most convenient for you. Once your engineer visit is booked in, you can still alter the time of your appointment if something comes up – just let us know as quickly as you can and we’ll reschedule.

Fixing faults and problems

It’s our responsibility to ensure you’re up and running with the broadband and landline services we promise to deliver. If you experience a technical problem with your service, we’ll make sure your fault is fully fixed, and while this is being taken care of, we’ll keep you well-informed of our progress.

To keep life simple for you, both our customer and technical support teams are based right here in the UK, so you’ll benefit from clear communication to quickly assess and solve your problem.

While you’re waiting for your engineer appointment, or for your fault to be fixed, we may still be able to get you connected. Contact our friendly and helpful specialists for support.

You can also check out our FAQs for answers to some of the most commonly asked questions.

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