What can cause browsing issues?

Modified on Sat, 28 Mar at 9:32 AM

This article covers common causes of browsing issues on your broadband connection and steps you can take to resolve them. These steps apply whether you are unable to load specific websites or cannot open any websites at all.

Check the website address

Make sure the website address is spelled correctly. An incorrect URL will prevent the page from loading. If you are unsure of the address, search for the website name in your browser's search bar instead.

Clear your browser cache

Your browser stores temporary copies of web pages to help them load faster. Over time, this stored data (called the cache) can become outdated and cause pages to load slowly or display incorrectly. Clearing your browser cache can resolve these issues. The steps to clear the cache vary by browser - check your browser's settings or help menu for instructions.

Update your browser

Older browser versions can cause pages to load slowly or fail to display correctly, especially pages with graphics or video content. Make sure you are using the latest version of your browser. If updating does not resolve the issue, try using a different browser. Common browsers include Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari.

Check if the issue is with secure websites

If you are having difficulty accessing a secure website (one that starts with https://), try loading a non-secure website (one that starts with http://).

If non-secure websites load without a problem but secure websites do not, your router's MTU (Maximum Transmission Unit) setting may need adjusting. The MTU controls the size of data packets sent over your connection. For bOnline broadband, the MTU should be set to 1432.

To check or change the MTU setting:

Open your browser and enter your router's IP address in the address bar, then press Enter. The default address is http://192.168.1.1 for Zyxel routers or http://192.168.0.1 for ZTE routers.
Log in using your router credentials.
Navigate to the WAN or internet connection settings.
Locate the MTU field and set the value to 1432.
Save your changes and restart your router.

You should also check that the date and time on your computer are correct. Secure websites use your computer's clock to verify security certificates. If the date or time is wrong, secure websites may fail to load or display a security warning.

Reboot your router

If none of the above steps have resolved the issue, restart your router:

Standard broadband: Switch your router off, wait 30 seconds, then turn it back on.
Fibre broadband: Switch your router off and leave it off for 20 minutes before turning it back on.

If browsing issues continue after completing all of the steps above, contact bOnline for further assistance.