If you are encountering difficulties with your internet connection, more often than not it is something relatively simple, and in order to get you back up and running as soon as possible we have compiled this troubleshooting checklist to eliminate some common problems. If you are still encountering problems and all else fails, report any difficulties that you are having to our call centre on 0667136657 or by using our online form

1 Restart Your Computer

The old joke about ‘turning it off and on again’ is true. Often software problems and settings preventing your internet access from operating correctly can be cleared and reset by performing a restart on your computer.

For best results it is wise to fully log out and shut down the computer and give it a good 10 seconds rest before starting it up again, but more often than not a simple restart will suffice.

2 Restart Your Router

Sometimes software problems can occur in any routers, wireless routers, access points or ethernet hubs/switches that you may be using on your KBB connection, and these can be restarted in the same way by turning the power off, having a 10 second rest and turning the power back on again. Allow a good 30 seconds for the router to boot back up again before checking if your internet connection is restored. Kerry Broadband Ltd does NOT supply or offer support for these devicesYou must contact the place of purchase for your router.

Please note: Some routers will have a reset button which if pushed will reset the router to factory settings. If the router is factory reset, you will have to reconfigure the router again. Please refer to the place of purchase or the user manual which was supplied with the router.

3 Check Cable Connections

Initially it is a good idea to check that everything is actually connected properly, as it is very common for cables to be accidentally pulled out of their sockets, giving the appearance that the service it not working.

There should be a black cable coming in from the main unit outside, that is plugged into a little black rectangular box with either a green or white light, this connection is marked POE.

Your computer or wireless router should be plugged into the LAN connection.

4 Reboot Your Kerry Broadband Transceiver

There is a small rectangular black box with a single light on, called the Power Over Ethernet unit (POE) and it is the power source for your radio Router/Receiver mounted outside.

Check that the light is on and not flashing, and to restart the unit, disconnect the power cable (black wire) from the POE port for about 10 seconds before replacing, and also perform a manual restart on your computer to reset the settings. You can then check your internet connection once both units have restarted by trying to visit a common website like Google.ie in your web browser. You are advised NOT to push the reset button on your wireless router as it will delete all settings.

5 Email Problems

If you are having difficulty with sending email, first check that your internet connection is working properly by visiting a reliable web page like Google.com in your web browser.

If you can still connect to the internet, your problem may be related to your email service or settings and you should contact your email service provider for support or access the help menu on your email application.
From experience we know that some Eircom email accounts encounter problems when using the previous settings with our service. To remedy this, please make sure that the outgoing mail server (SMTP) is set to smtp.kerrybroadband.ie in your email application account settings and the email should send as before.

6 Speed Issues

Speeds will vary for many reasons. Our packages quote maximum speeds only and you are not guaranteed these speeds. We get calls from people telling us that their speed is slow without providing any information to indicate the issue. We need more information such as test results, ping tests and more. Try unplugging your router and connecting directly into the LAN port on the black power unit. make sure your router is powered off before you do this test.