Support - Powerline adapters not working

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Powerline adapters not working
Your powerline adapters help you connect your router to your box over long distances. If they’re not working your box will be disconnected from the internet. Try these steps to reconnect:
  1. Check your internet
    It’s an obvious one, but check the internet is working in your home. Use the Wi-Fi or an Ethernet cable on a mobile or laptop, to see if you can connect.
     
    If you can’t connect, give your broadband provider a quick call.
  2. Check your connections
    Let’s start by making sure your adapters are set up correctly:
     
    1. Make sure one adapter is plugged into a wall socket next to your router
    2. Then connect an Ethernet cable from the router to the adapter
    3. Make sure the other adapter is plugged into a wall socket next your box
    4. Connect an Ethernet cable from the adapter to your box

    Best practice: If possible, always try to connect your adapters to the wall socket directly. You can connect them to extension leads, but they work better connected to the wall. If you have to connect them to an extension lead, then try using them in the socket closest to the power lead. It’s a shorter journey for your internet to travel, with the least amount of interference from your other plugs.
  3. Check the lights
    Make sure all the lights on both adapters are lit up. If they have different colours to each other, check the manual to see what the coloured lights mean.

    If they’re all lit up, then you should be able connect to the internet now.
  4. Reset your adapters
    Not all adapters are the same. Some have a reset button/hole/switch on the adapters themselves. Click on the type of reset option you have for instructions:
     
    • Reset button

      Press and hold the button until the lights go off. Then let go. The lights should then start to blink as they set themselves up.
     
    • Reset hole

      Using a pin or something very slim like a pen tip, place it in the hole. You should feel a click. Hold it there until the lights go off. Then let go. The lights should then start to blink as they set themselves up.
     
    • Reset Switch

      Turn the switch off. The lights should then go off. Leave it for 1 minute, then turn the switch back on. The lights should then start to blink as they set themselves up.
      
    If these steps don’t reset your adapters, check your manual on how to do reset them.
  5. Change the cables
    Still not working? There might be a problem with one of the Ethernet cables you’re using. If you have any spare, try using them instead.
  6. Further help
    We didn’t think you’d end up here. If you’ve tried all the above steps, then we’d recommend contacting the supplier of your powerline adapters for more help.
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