Having trouble with your broadband?
It might be something that you can solve yourself,
quickly and easily.
Have a go with our troubleshooting guide below
Problem: Devices connected to the Router via a wire are working but devices connected via WiFi have problems.
Problem: I would like to connect my TV/Games Console to the Router via a cable but the Router is too far away.
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This is one of the most common calls we get to our service desk and can be difficult to troubleshoot because it is non-specific. To resolve this issue we have go through a logical process of elimination and ask a number of questions to get to the bottom of what might be causing the problem.
The first thing to check is do you have enough capacity on your connection for what you are doing. For example each Video Stream/Games Console uses between 3.5Mbts and 5Mbts, so if you have a 5Mbts connection and you try and watch Netflix and use an XBox at the same time then you don’t have enough bandwidth and all users connected to your network will experience problems. We have packages that range from 5Mbts to over 100Mbts, so if you think you have a capacity issue then give us a call and we can advise you which package is most appropriate for your needs.
If you have enough capacity and you are still experiencing performance issues, check if the issues are on all devices or just on devices connected via WiFi. If the problems are just with WiFi devices then we would refer you to points 7 and 8.
If the problem is with just one Wifi Device then you should go into the WiFi settings on that device and forget the WiFi network and then reconnect to the WiFi network.
Another issue that we have come across which can affect performance is the age of devices. On several occasions we have come across older PC’s and Laptops, particular those running out of date versions of Windows which simply don’t have the power or have become very cluttered with old applications. We would recommend that these machines go for a clean up at your local Computer Shop.