Frequently asked questions
Have a question surrounding our products? Look no further! Check out the information below for quick and helpful answers.
Frequently asked questions
Please view are below frequently asked questions below for help with your queries.
• Restart your computer
• Restart your router
• Use alternative ADSL filters (if possible)
• Use an alternative router (if possible)
• Close any software on your computer that uses the connection – including games, peer-to-peer software, email programs, messenger programs and webpages
This information is normally located on the back or underside of the router. You will need this information when you configure devices to use your router wirelessly. Please note, the wireless key is case sensitive and should be entered exactly as it appears on the router.
There are many factors that determine your individual broadband speed, however the most common factors can be found below:
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Line length
– Distance from your premises to the local BT exchange.
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Line quality
– Quality can vary line to line, affecting the speed of data transfer.
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Interference
– Street lighting, car navigation systems, TVs, central heating and other electrical devices, can interfere with the DSL connection causing intermittent connectivity and speed issues.
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Router
– Faulty or older routers can cause slow speeds as they may not be able to maintain a stable or highest possible sync rate in accordance with the line statistics.
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Micro filter/internal wiring
– Wiring between the phone socket and router, or wiring between the router and the PC/laptop can all cause slow speeds should they be faulty. By replacing each one by one can in most cases narrow the problem down or resolve it.
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Heavy utilisation
– If the connection is being shared by many users, this can affect the individual user speeds due to the bandwidth being shared.
You can measure the speed of your broadband using the BT Speed Tests website: www.speedtest.btwholesale.com
Please ensure you follow all the instructions on this page before clicking ‘yes’.
After you have performed a speed test, if you require technical support, please call 0333 320 4020.
We’ve prepared a handy guide called ‘How to Get the Most from your Broadband’.
It provides an explanation for multiple factors which can affect broadband speeds, such as:
• Multiple users
• Range
• Location
• Interference
Plus the devices which can improve coverage in the house, and wireless security.
The fibre service needs to be installed directly to the master telephone socket in your house. It may be that this is tucked away in an inconvenient location, and if so, you can ask the BT Openreach engineer to install a “Data Extension Kit” so they can move the installation socket to somewhere more suitable.
It is worth considering this if the current position is not very centrally located, as using this option to move the router to a better location will help to achieve a more consistent wireless performance in your home. Please ask the engineer for more information during their visit.
There is no charge for this service and it is only available to customers choosing the managed install option.
If you ordered Fleur broadband prior to July 2016, please click here to download your guide:
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Simplicity Broadband TG582
If you ordered Fleur broadband after July 2016, please click here to download your guide:
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If you ordered Fleur broadband after July 2017, please click here to download your guide:
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Simplicity Broadband TG588 (from August 2017)
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Please see the reverse of your router if you are unsure of the model number.
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TG588 Self-Install Router (from August 2017)
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TG589 V1 Self-Install Router
We’ve prepared a handy guide called
‘How to Get the Most from your Broadband’.
It provides an explanation for multiple factors which can affect broadband speeds, such as:
- • Multiple users
- • Range
- • Location
- • Interference
Plus the devices which can improve coverage in the house, and wireless security.
We’ve prepared a handy guide called
‘How to Get the Most from your Broadband’.
It provides an explanation for multiple factors which can affect broadband speeds, such as:
- • Multiple users
- • Range
- • Location
- • Interference
Plus the devices which can improve coverage in the house, and wireless security.
We know how frustrating it can be to have to run out of battery on your laptop just when you need it most. That’s why we’ve created ‘A Guide to Making your Laptop Battery Last Longer’
Join the 50,000+ customers, already trusting us.
What truly distinguishes us from the rest is our unparalleled service levels. At the end of the day, our genuine care is what sets us apart from other providers.
