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Frequently Asked Questions About WiFi Troubleshooting

If you are experiencing connection issues, follow our handy guide to troubleshooting connection issues here

Need some other technical and product support? Here are some of our most frequently asked questions with answers, to help you get on your way.

Have a different question? Contact us on 0330 236 9900 or submit your enquiry here.

Help! I’m having issues with my WiFi

When we install full-fibre in your home, we’ll recommend the best place to place your router to make sure as much of your home receives great service as possible.

If you’re experiencing issues with your WiFi, there are a few things you can do to help:

  • Make sure your router is located as near as reasonably possible to the areas where you need WiFi the most
  • Some non-WiFi equipment transmits data on the 2.4Ghz WiFi band and can cause interference or reduced performance. Keep the following items as far as possible from your router to help:
    • Baby monitors
    • DECT cordless phones
    • Xbox controllers
    • Some alarm and door entry systems
    • Microwave ovens
    • Zigbee remote controllers (used by some smart home devices)

If you’re still experiencing issues, you may need to use WiFi extenders to boost the signal in weaker areas of your home. Check out our Smart WiFi+ solution that does this and much more.

What’s the difference between broadband and WiFi?

Broadband is the physical connection that runs from the exchange to your property – this is the connection we provide and control. WiFi is a wireless connection from your WiFi router to your devices – your phone, laptop, smart TV or gaming system.

You can connect to your broadband connection in one of 2 ways:

  • Hard Wired – This provides a direct connection to your broadband service by plugging your device into your router using an ethernet cable. This will provide you with the fastest and most stable connection possible. We recommend using a Cat5e or higher ethernet cable.
  • WiFi (Wireless Fidelity) – This technology allows you to connect to the physical broadband connection without using any cables. This means you can connect multiple devices at one time and use them around your house. WiFi speeds will be slower than a wired connection and can be affected by objects in your home including walls, doors, floors and even radiators. As every home is different, we cannot guarantee speeds over WiFi connections. If you have a large house we recommend using our Smart WiFi+ mesh system.

What can I do to improve my WiFi signal?

  • Keep your router visible – avoid hiding it in a cupboard or on the floor, where the WiFi signal will be obstructed
  • Think about the position of your router to reduce the number of walls slowing down your signal. If you can eliminate even one wall between your workspace and the router, you can drastically improve performance
  • Try to avoid having your router near a window – your router broadcasts WiFi in all directions and your signal will go outside, rather than your home if you have it near a window
  • Try to avoid having your router behind your TV or near metal objects as they can reflect and disperse the signal
  • Keep your router high – mount it high on the wall or on the top shelf to get a better signal
  • Ensure cables are not bent or tightly wound up as this can damage the cables and impact your signal
  • Disconnect devices you aren’t using
  • Order our Smart Home WiFi service to boost the signal around your home with our mesh satellites