8. I can't get on the Internet...

Accessing the Internet requires 3 things, all working together: your computer’s own network connection, your Internet router or modem (this provides the physical link from your property to the Internet), and an authenticated account with an Internet Service Provider (ISP), such as BT or Virgin Media.

Your computer’s network connection is often referred to as a "NIC" (Network Interface Card"), but it can be a physical network cable socket, or a wireless adaptor. It can be either built into the computer or attached via USB (or another port).

However the physical connection is made though, problems are often fixed if you restart your computer. This is helpful even if it doesn't immediately fix the problem too, because you should get an error message displayed on the screen, or see a red cross displayed over your network connection icon within the icon tray of the Windows task bar on the screen. A technician can gain evidence from these to help diagnosse the problem.

Your Internet router or modem is usually a small box with three cables attached: one is the power cord, another links to your computer and the third to a wall socket which has your actual connection to the Internet. It is sometimes known as your "broadband modem" or "ADSL modem". It will have a number of small LED lights to iindicate if it is working or not.

If it has power and is switched on but none of the LED lights are lit then it may have failed. In this case you may need to call your ISP, to report its failure and arrange a replacement. Sometimes your ISP can run tests from the 'other side' of the box (their side), to see if it is reporting a problem.

If the device seems to be operating normally then it may need re-configuring - this occasionally happens. In this case, please call our helpdesk for advice.

In many cases, switching the device off and back on again after 2 minutes could have a 'miraculous' effect. It's actually causing the ISP's system to drop the failed connection and start a new one, which resolves many configuration and account authentication issues automatically.

If a switch-off and on again doesn't work, please call our helpdesk for further assistance.