Frequently Asked Questions
Q- What should I do if I have slow broadband speed?
A –We always advise our customers to reboot the router if there is a problem to see if this resolves it.
If not, you can test your broadband speed. You may think your connection is slow but it may be the fastest connection you can get.
Below is a list of things to look out for. If you follow each of these suggestions and there is still no change get in touch with our support team.
Q – How long does it take to deliver a router?
A – Your router will be delivered to you between 1-2 working days.
Q – I keep losing broadband connection. How can I fix it?
A- If your broadband connection is down, meaning you cannot get onto the internet there are a few things that you can check before you contact us.
1. Turn your router off and then back on again
– Turning your router off and then back on again can resolve many problems. If this is something that you have to continue to do, then there may be an issue with your router.
2. Check that your hub is plugged in, turned on and there are no loose cables
– It sounds obvious but this is always worth checking. Make sure that the power cable is plugged in firmly and that it is switched on.
3. Check your extensions
– Extension sockets and leads aren’t very good for broadband. Make sure you’re is connected directly to a master socket.
4. Check your micro filters
Connections are sometimes caused by a faulty micro filter so it is worth checking each one that you’ve got on your line. So disconnect every piece of equipment that you’ve got connected to your line then reconnect each item one at a time. Each time you reconnect something, check your broadband connection.
5. Reboot your computer
Again, this could fix your problem. But if you’ve already tried this and you’re persistently losing your connection, then the cause could be something more fundamental …
6. Try the bare minimum on your line
If possible only have one ADSL micro filter with your router connected into the test socket. If you need to keep a phone on the line use an old school corded phone as these almost never cause dropping connections.
7. Try another router if possible
If you’ve got another router you can try, this is really worth doing.
Q – I am moving premises, how much notice should I give?
A- Timescales for transferring your services vary depending on the complexity of your product, but we do ask for a minimum of 4 weeks’ notice, to ensure that everything is installed seamlessly.
Q – I have no dial tone, what should I do?
A – You can try and resolve the situation with a few simple checks.
Do you have a cordless phone? Check that it is fully charged.
Check that all of your phones are on the hook and that all cords are plugged in securely.
Is this a problem with only one phone? If yes then it is likely that the fault is with the phone itself.
Q – How do I withhold my telephone number?
A – Simply dial 141 before dialing the telephone number you require.
Q – Can I report a line fault if I don’t know my account number?
A – Yes you can, but for convenience and for us to deal with your fault quickly and effectively it will make the process easier if you do have your account number
Q – How do I order a business phone line?
A – You can find out all you need to know about Calls and Lines Packages here.