Having problems with your internet? Don't worry, we're going to do our best
to get you back up and running as
quickly as possible.  In this video we'll
take you through six easy steps to help you
find out what's going wrong. It's worth
having your Quick Start guide to hand.
If you're new customer or home mover
we'll text you when your broadband is
live. Please note this could take up
until midnight so ensure your broadband
is live before setting up your router.
Next let's look at your landline. Using
the filter provided plug your phone into
the phone socket and then check that you
can hear a dial tone and that there
isn't any crackling on the line. If you
can't hear a dial tone or there's
crackling online call it straight away
from your mobile. Assuming your phone
line's okay turn your router off and on
again. Do the same with all your other
devices too to make sure it's not the
router causing the problem. If that
doesn't work pause this video for a sec
and visit this link to check if there
are wider issues in your area. But
remember if that's not the problem come
back and keep watching because we've got
a few more troubleshooting tips.
Right, plugs and cables. We recommend you only
use the new plugs and cables that came
in the box with your router. You need to make
sure they're all plugged in correctly too,
and that power is going into your
router.
If your router doesn't work at all,
then contact us and we'll help you
out.
To get the most stable connection it's
always best to plug your router into the
master socket, which is the socket where
your line enters the property. If your
master socket looks like this then you
should filter provided, but if it looks
like this you should plug your router and
phone directly into the socket. Once
you've checked everything is set up and
plugged in correctly, check the lights on
your router. They should be solid green.
If they aren't solid green or if they're
red, check your Quick Start Guide for a
key on what the lights mean and then
give us a call. First, let's make sure
you're connecting to the right Wi-Fi
network. If you can see your wireless
network name, select 'connect' or 'join' on
your wireless device. And, when prompted,
enter the wireless password that's printed
on the Keep Me card you received with the
router. Now let's check whether there's
a problem with your Wi-Fi. If you have a
device with an Ethernet port such as a
laptop, plug it directly into the router
using the following steps.
You will have
received an Ethernet cable along with
your router.
Plug one end of the ethernet cable into
any of the yellow Ethernet sockets on
the back of your router. Plug the other
end into the Ethernet socket on your
device. If you can access the internet
when you plug in, there's probably a
problem with your Wi-Fi. This problem
could be caused by interference from
other wireless networks near your home.
Changing the channel on your router
can help fix the problem. To do this, just
press the intelligent wireless button on
your router. If you look like one of
these options. Press this briefly and
your router will check if it's using
the best Wi-Fi Channel and swap if it
isn't. The position of your router in
your home can also affect your Wi-Fi
signal strength. You can get more
information on this, here.
Sometimes the wiring between the master
socket and any extension sockets around
your home can cause connection problems.
That's why we recommend always
connecting your router to the master
socket. If this improves your connection
but means your Wi-Fi doesn't reach all
rooms of your house, you can boost your
wireless signal with a Wi-Fi extender. If
you're still having problems there might
be a problem with your home's internal
wiring. To find out for sure
try connecting directly to the openreach test socket. To do this unplug your
router from the power supply, make sure
nothing's connected to the phone socket
at all. Unscrew the two screws on the
bottom half of the socket, remove the
faceplate from the bottom half of the
socket, being careful not to move any
wires. You'll find that openreach test
socket behind the faceplate. Plug the
filter with broadband wire connection in
here. If the connection works, it suggests
you've got a problem with the internal
wiring of your home, so you'll need to
contact a qualified electrician/
Hopefully we solved any problems you've
been having and your device is now
connected to your router. If you're still
having connection issues, please get in
touch.
