How to Troubleshoot When Your BT Broadband Has No Internet Access But Still Shows Connected

There are not too many things that are as frustrating as a device that insists that it is connected to the internet, but it simply will not connect to any websites or services. When your BT Broadband has no internet access but still shows connected it can be insanely frustrating indeed. This frustration is further amplified when we are unable to troubleshoot the issue ourselves. This article will guide you quickly to the potential solution so that you don’t chase your tail reading through articles that have no concrete answers.

We’ve all experienced the confusion and annoyance of your BT broadband showing it’s connected, but no web pages, apps or internet services will actually work. The router lights indicate everything is fine, but nothing will load – not your browser, streaming apps, smart home devices or anything else.

This typically happens because of some type of network disruption between your router and the websites you’re trying to access. The router still authenticates with your ISP and shows connected, but internet traffic can’t flow properly.

The root causes can range from router settings being corrupted, DNS server failures, malware on your devices, and much more. Pinpointing the exact issue requires some targeted troubleshooting.

In this guide, we’ll walk you through the most common reasons for this frustrating “connected but no internet” phenomenon with BT broadband, along with the step-by-step solutions to get your connection working again. Follow our troubleshooting tips to diagnose the problem and get back online quickly.

Potential Causes for when your BT Broadband Has No Internet Access

There are a handful of common culprits behind a BT broadband connection showing as active but with no actual internet connectivity:

  • DNS Server Failures – Domain name system (DNS) servers translate website URLs into IP addresses your computer needs to connect. If these fail or are misconfigured, the router will show connected but web browsing won’t work.
  • Faulty Router – If your BT Home Hub is malfunctioning, it could authenticate with the ISP but still have connectivity issues preventing internet access. Old or damaged routers are prone to this.
  • ISP Network Outages – Widespread BT internet service disruptions due to maintenance, technical issues or damage can cause full or intermittent loss of connectivity across entire regions.
  • Line Faults – Physical phone line issues between your home and the nearest exchange can stop the broadband sync from fully completing, even if the router shows connected.
  • Malware/Viruses – Malicious software on your connected devices like computers can disrupt internet communication and make it appear your connection is working normally.
  • Payment Issues – Overdue or unpaid bills on your BT account can lead to intentional service suspension, meaning your router will connect but traffic will be blocked.

Keeping these common causes in mind while troubleshooting will help you zero in on the problem more efficiently. We’ll cover how to diagnose each issue next.

Sometimes coffee can't even help us

Troubleshooting Steps for your BT Internet Connection

Follow these steps to diagnose the exact cause of your BT broadband connecting but not providing internet access:

  • Reset your Home Hub – Press the reset button on the back of the router for 10 seconds to power cycle it and renew the IP address. See if this fixes connectivity.
  • Try a wired connection – Connect your computer directly to the router’s ethernet port to isolate WiFi issues. If the direct connection doesn’t work, it points to a broader problem.
  • Check BT service status – Look for known outages in your area on their service status page at or BT community forums.
  • Verify your account – Log into your BT account online to confirm there are no unpaid bills or payment issues triggering a service suspension.
  • Scan for malware – Run antivirus scans on all connected devices in case malware or viruses are interfering with internet traffic.
  • Contact BT support – If the steps above don’t resolve the problem, call 150 or chat with BT support to run diagnostics. Provide as much detail as possible.
  • Consider router issues – If BT doesn’t detect any problems from their end, the router itself may be defective. Request a replacement if you suspect hardware failure.

Persist with this structured troubleshooting to determine the true cause. BT support can assist further if these DIY steps don’t restore your internet access.

BT internet faults can be quite mysterious

Why Does My Phone Say WiFi is Connected But the Internet Isn’t Working?

This is a common conundrum – your phone or laptop shows it’s connected to the WiFi network, but you can’t actually access the internet. How can this be possible if the WiFi itself IS the internet connection?

The key to understanding this is that the WiFi connection and internet access are two separate things that both happen to run through your BT router.

Your router broadcasts a wireless network that devices like phones can connect to. This WiFi signal comes directly from your router. So your device can connect to the WiFi even if the router has no connection to the internet.

Once connected to the WiFi, your device relies on the router to provide internet access through your BT broadband line. If there’s an issue with the broadband line, your devices can connect to the WiFi but still not reach the internet.

A diagram to demonstrate the way a WiFi network operates

So in essence, the WiFi connection comes from your router alone, while the internet comes from the external broadband line. You can have WiFi without the internet if there’s a problem with the broadband line.

This also means resetting your WiFi won’t necessarily fix internet issues. You need to troubleshoot the router and broadband line instead. Hopefully this explains the puzzle of why WiFi shows connected but the internet doesn’t work!

When to Request a BT Engineer Visit

While many connectivity issues can be resolved through troubleshooting on your end, there are instances where you’ll need to request an on-site engineer visit from BT:

  • If you’ve tried all the basic troubleshooting like resetting your router, checking service status, scanning for malware etc., and the problem persists, this indicates an issue that requires technical inspection.
  • Visible damage to the exterior phone cabling leading into your home is a telltale sign of a line fault. Exposure due to weather or rodents often damages the cabling. Request an engineer to repair it.
  • Similarly, if you notice your BT Home Hub itself has physical damage, an engineer visit can determine if replacement equipment is needed.
  • When you contact BT support, they can run remote diagnostics tests on your broadband line. If they detect a fault or issue only impacting your specific connection, they will dispatch an engineer.
  • If there are known wider outages in your area, BT will be working to address those. But an isolated loss of connectivity points to exterior line troubles requiring inspection.

Don’t continue troubleshooting endlessly if the issue appears to be outside your home. BT engineers have the tools and access needed to fully diagnose and repair equipment and cabling faults.

Preventative Tips

While intermittent connection problems can always arise, there are steps you can take to minimize the chances of issues:

  • Don’t ignore unpaid bills or payment issues – Stay on top of your BT account balance and address any payment issues quickly. Unpaid bills can trigger service suspension.
  • Install antivirus and firewall software – Protect your connected devices from malware that could interfere with connectivity by using modern security tools. Scan regularly for infections.
  • Buy a backup router – Having a secondary router on hand provides redundancy in case your primary BT Home Hub fails. Quickly swap devices.
  • Sign up for service alerts – BT offers email and text alerts for known service issues in your area. Stay informed rather than troubleshooting outages.
  • Inspect your line – Periodically check the exterior broadband cabling for any visible damage from weather, animals etc. and get it repaired.
  • Update router firmware – Keep the software on your Home Hub router up-to-date for optimal performance and to prevent bugs.

Taking a proactive approach prevents many connectivity headaches down the road. Combine prevention with regular troubleshooting to maximize your BT broadband’s reliability.

Even this guy is confused about having WiFi but no internet with BT

Advanced Troubleshooting with BT No Internet Issues – Wireless vs Wired

The troubleshooting steps may differ slightly depending on whether you are trying to fix an internet connection problem on a wireless device like a laptop or smartphone, versus a wired device like a desktop PC.

For wireless devices:

  • Reset the router and renew the DHCP lease to get a new IP address. This reestablishes the WiFi connectivity.
  • Check if other wireless devices are affected. This indicates a broader wireless issue versus a single device problem.
  • Try disconnecting then reconnecting to the wireless network on the problem device. Toggle WiFi off and on.
  • Consider interference – are there physical obstructions, walls, distance or competing signals lowering WiFi strength?
  • Switch wireless bands between 2.4GHz and 5GHz if available to see if one works better.
  • Check the number of connected WiFi clients – too many can degrade performance.

For wired devices:

  • Try swapping the Ethernet cable to rule out a damaged cable.
  • Bypass any switches, hubs and use a direct connection to isolate the problem.
  • Update LAN drivers on the wired computer in case of software/hardware conflicts.
  • Verify lights on the router’s ethernet ports are on to confirm physical link status.
  • Check that static IP addresses or manual DNS settings haven’t been misconfigured.
  • Plug wired computer into different LAN ports to test if a specific port has failed.

Running through these wireless vs wired specific steps can help identify the trouble spot. Contact BT support if you continue experiencing no internet on either connection type after troubleshooting.

BT internet not working? Cheer up, we've got all the answers in our article.

Preventative Router Maintenance

Not many people think about their BT router once it has been installed, after all they are certainly one of the most reliable home internet routers available- until they stop working properly. Taking some proactive steps to keep your Home Hub maintained can reduce connectivity problems:

  • Check firmware version – Log into the router admin interface and verify you are running the latest firmware. Upgrade it if an update is available. This prevents bugs.
  • Reboot periodically – Don’t just reboot when you have problems. Reboot your router once a month as regular maintenance to clear memory and keep things running smoothly.
  • Inspect cables – Visually check the power cable, phone line and ethernet cabling for any damage or crimps that could impact connectivity. Replace any worn cables.
  • Keep it clean – Use compressed air to clear dust buildup on the router vents and ports every few months to avoid overheating issues.
  • Adjust placement if needed – Make sure your router location has adequate ventilation and isn’t crammed into a tight space or cabinet. Heat can cause performance issues.
  • Verify settings backup – Check if your router admin interface has an option to backup and export settings. This makes recovery easy.
  • Turn off unused features – Disable unused wireless bands, SSIDs, ports etc. to optimize router resources for your needs.
  • Consider surge protection – Use a surge protector power strip for your Home Hub to avoid electrical damage during storms.

Developing these simple maintenance habits reduces the chances of having to troubleshoot bigger problems down the line.

That awkward moment when you drop off of your Zoom call because your BT internet connection just stopped working. We'll help you get it fixed.

Consider a Third-Party Router

If you’ve exhausted your troubleshooting options and believe the BT Home Hub itself is faulty, upgrading to a non-ISP provided router can improve stability. Third-party routers from brands like Netgear, Linksys, TP-Link etc. often have more processing power, newer WiFi standards, and better port counts. This provides a more reliable “blank slate” for your connection versus using the standard router from your ISP.

Advanced firmware on third-party routers also gives you more diagnostics tools and settings customization options. And you eliminate the possibility of issues caused by ISP firmware. Just make sure to place your BT Home Hub into modem mode to work with a new router. Going with a high-end router improves chances your connectivity problems can be resolved when the ISP-provided hardware seems to be the culprit.


Why does my BT broadband connect but webpages don’t load?

This occurs when there is a network issue between your router and the internet servers. Your router can still connect to BT but can’t pass web traffic.

I reset my BT Home Hub and it didn’t fix the no internet access issue. Now what?

Resetting the router is just the first troubleshooting step. You’ll also want to try connecting wired, scanning for malware, contacting BT support etc.

How do I know if the problem is my Home Hub router versus the BT broadband line itself?

Connect a device directly to the router with ethernet. If the wired connection doesn’t work, it likely indicates a broader line issue.

Can I upgrade to a third-party router if I’m having constant problems with my BT Home Hub?

Yes, purchasing your own standalone router can improve connectivity and eliminate issues caused by ISP-provided hardware.

Why does my internet connection seem fine but webpages still won’t load?

This points to a DNS server problem. BT support can help troubleshoot your DNS settings to restore full functionality.

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