Before reporting a fault, it's worth taking a couple of quick steps that often resolve the issue without needing us to investigate.
Try this first
Check our network status page at https://status.scottishfibre.com/ If there's a known issue in your area, it will be listed there along with an estimated fix time.
Restart your router (see our guide on this).
Check the lights on your router (see our guide on router lights). A red or orange broadband light usually points to a connection issue.
Try connecting a device directly to the router with a network cable. If wired works but Wi-Fi doesn't, see our Wi-Fi troubleshooting guide.
If the issue is still there after the above, it's time to report a fault.
How to report
Send us an email at [email protected]. The more detail you can give us, the faster we can help. Please include:
Your name and account number
The address where the fault is happening
A description of the fault, and when it started
Whether it's constant or intermittent
Which lights are showing on your router, and in what colour
What you've already tried
If you've lost your service completely
Please call us on 0800 054 8330 rather than emailing, as this is the fastest way to get a fault logged for a total outage.
What happens next
We'll aim to respond within 1 working day for faults. For total loss of service, we'll prioritise your case. If an engineer visit is needed, we'll arrange a time that works for you.
Compensation for loss of service
If your service is out for longer than 2 working days after you report it, you may be entitled to automatic compensation. We'll let you know if this applies and credit your account automatically.
Still need help? Please report your fault by emailing [email protected] or calling on 0800 054 8330.