Check your connection

Learn how to diagnose and fix problems with your broadband connection and home network in the Spark app or MySpark online.

Check your connection in the Spark app

Check my internet connection

This tool is helpful in resolving speed issues, devices disconnecting from your network or limited or no WiFi problems in your home.

Run a broadband self-check

1. If you don't already have the Spark app on your phone, download it and sign in with your Spark ID and password. Then add your broadband account to it. Find out how to set up the Spark app
2. Use the Check Connection tool to run a broadband self-check. Open Check Connection tool
   
3. On the Check connection screen, tap on Start self-check.

   

4. The tool will check your connection from our network to your modem and the internet, and display the results.
   
5. Once the scan has finished, it will list any problems it found in your home network and instructions for how to fix them.
   

If no problems are found but you're still having trouble, bring your phone as close as you can to your modem and tap Check home network. This will check the status of your home network.

Run guided checks with a Spark advisor

If you would prefer Spark to guide you through checking your home network, call us on 0800 800 123. Together we’ll run through the troubleshooting and find out what’s going on with your broadband.

1. Make sure you're speaking with a Spark advisor before starting these checks.
   
2. When the Spark advisor asks you to, tap on Start guided checks.
3. Follow their instructions for which option to choose from there.

While taking you through the guided checks, your Spark advisor may ask you to send photos or share live video with them. These features use your mobile data unless you're connected to WiFi.  

The amount of data it will use is:

• Sending a photo: Between 0.5MB and 2MB, depending on the quality of your camera.
• Sharing live video: 1.5Mbps for High Definition (HD) video, or 550Kbps for Standard Definition (SD) video. Videos will be HD unless your connection isn't strong enough.

Got questions about privacy?

Find out what happens with information you give us access to while we're guiding you through checks to fix home network issues in the Spark app. We've partnered with RouteThis to make the Check Connection tool available in the Spark app.

What will Spark do with my information?