You can test your broadband speed using one of the Ookla speedtest apps available here.
We recommend performing the speed test on your computer with a wired connection.
You can test your broadband connection speed as described above.
If you aren’t getting the speed, try closing other programs on your computer and see if this improves the results. Anti-virus software is often a cause of slow downloads due to the way it checks download data. If you believe that your slow speeds are not due to your device, then please report this to us via your customer portal or give our friendly support team a call on 07891333066 and we’ll investigate your issue.
Wi-fi & router
Wi-fi speed is dependent on wi-fi signal strength and each device’s capability. A basic laptop may only have a 100 Mbps card installed so be limited by hardware, whereas a high-end phone or tablet may be able to receive well over 600 Mbps on a wi-fi connection.
We recommend you visit your device manufacturers website to check the wi-fi capability of your device.
There are multiple factors which can reduce wi-fi signal, such as router location, having thick walls or lots of furniture close to the router. Even fish tanks can reduce wi-fi signal.
The wireless band you are connected to also impacts speed. In general, you will get faster speeds on the 5GHz band but the 2.4GHz band has a longer range.
Because wi-fi uses radio waves, you may have problems with interference – especially on the 2.4GHz wireless band as this is the most commonly used for wi-fi devices, cordless phones, baby monitors and remote-control toys.
The 5GHz band isn’t so prone to interference, mainly because there are fewer 5GHz devices around.
5GHz can also deliver higher speeds than 2.4GHz. Your device should automatically select the best frequency when it connects to your router.
Wi-fi speeds will vary considerably depending on the capability of the device you are using, plus several environmental factors including router position, wall thickness and interference from other wi-fi sources.
Your wi-fi router is dual-band, meaning there are two frequencies over which the wi-fi works. The wireless band you are connected to also impacts speed.
Generally, the 5GHz channel will give faster speeds and the 2.4GHz channel has a longer range.
Your device should automatically select which band is best when it connects to the router.
If you aren’t able to connect to the internet follow these steps to try and resolve any issues:
- Check the connection with another device to see whether the issue is with the device or the service
- Check all cables are connected to the router and fibre box and they are both powered on
- Reboot the router and fibre box by turning them off and on again at the power socket, it could take up to 5 minutes to fully reboot.
If you haven’t been able to resolve your issue, then please give our support team a call on 07891333066 and we will investigate further.
If we can’t help you over the phone we will send an engineer out to fix your issue.
When it comes to online safety there’s not a “one size fits all” solution.
The best way to keep your children safe online is by using a combination of the following :
Both android and iOS offer parental controls which allow parents to see what their children are doing on the device, set time limits for device usage and restrict access to different apps.
These controls will work independently of how the device is connected to the internet so will work both in and out of the home.
You can also find more details of device controls on InternetMatters.org.
These are controls which can filter content and can protect you from malicious websites. They apply equally to any device connected to your wi-fi network.
These filters are limited in that they only work when devices are connected to the wi-fi, so offer no protection when devices are connected through other networks or outside the home.
They also can be bypassed by the use of a virtual private network (VPN) and they don’t apply to purchases or content within apps, such as Netflix or app stores.
There are a number of free DNS services, a couple we would recommend are CleanBrowsing and OpenDNS.
Free to use Family protection DNS servers
Open DNS Family Shield (blocks adult content websites): Primary – 184.108.40.206
Secondary – 220.127.116.11
CleanBrowsing (different profiles for different levels of blocking) Family filter:
Primary – 18.104.22.168
Secondary – 22.214.171.124
Primary – 126.96.36.199 Secondary – 188.8.131.52
Primary – 184.108.40.206 Secondary – 220.127.116.11
No solution will be 100% effective, so it’s important that both parents and children are aware of risks online so that they know what to do to stay safe.
You can find more information on staying safe online for both parents and children here.
You can schedule when connected devices can access the internet through the router portal.
Please be aware that this only stops devices connecting through the router, it will not stop devices if they use mobile data or a different network.