I can't connect

  1. Restart your router.
    As cliche as it sounds, turning your Router on and off can solve many minor issues with your broadband.

    Turn your Router off and wait around 10 seconds, and turn it on again. After a few minutes, the Router lights should turn green, which indicates your Router is working.

    Restarting your devices will also help you get the best connection.

  2. Check your Router
    Check your cables - including those on the back of your Router and any extension leads are untangled and plugged-in correctly. The Ethernet cable must be plugged into the WAN port on your Router and the other end into the ONT. Make sure the power cable is connected to your Router and the power socket.

  3. Check your ONT
    The ONT is the device on the inside of your home that Fibre is delivered into. This will be a Nokia device and this will need to be plugged-in to mains electricity. The device has a number of status lights, which should be green. If the lights are off, follow the instructions below.

    1. Is your Nokia ONT connected to a power supply?
    2. Contact us if you're still having issues.

Interference from other devices

Materials and appliances in your home can cause signal degradation. Concrete, brick, stone, foil-backed insulation foam, some wallpapers and damp can all hinder radio waves. 

Interference can also be caused by electrical devices that are in line of sight between your router and the device you wish to connect to your Wi-Fi. TV’s, baby monitors, microwaves, refrigerators, fish tanks and speakers can all cause electrical interference impacting your signal strength or Wi-Fi quality.

Interference from neighbouring WiFi networks

If you live in a terraced or semi-detached house, your neighbour's Wi-Fi network may be having an adverse effect on your own. For example, there may be instances where your neighbour’s router is closer to some of your devices on the first floor than your own router. This can severely degrade your Wi-Fi experience. Again, you can use Home Plugs or WiFi Extenders to extend your Wi-Fi range and optimise your experience.

I'm getting nowhere. Can I speak to someone?

Our Support team is available to help and can help talk you through making any adjustments when optimising your network.

If you have a problem with your Fibre performance, call our team on 624624.

See our opening hours here.