Wifi

[LjsVC51]

Our wifi is atrocious, has been for a long time now. Have contacted several times only to be told that from your end it's fine. We have had no lights on router for months and months and it continues to drop Internet out. I have been a customer for over 20 years and feel very let down. Can someone please assist. 

[jbrennand]

Lets start at the beginning... 

What package are you on?  What Hub model do you have (printed on the base sticker)?

Can we check… are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on an ethernet cable connected device to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

[Natalie_L]

HI LjsVC51, 

Welcome to the community and thank you for posting. 

We are very sorry to hear of the issues you have been experiencing with the broadband service. 

If you could please provide the information that jbrennan has requested it would help us to start to diagnose the issue. 

In the meantime, we have these tips available to help with broadband issues:

•General broadband help 

•Service status page 

•Wi-Fi hints and tips 

•Wi-Fi troubleshooting 

•Slow speeds 

•Speed test 

When running a speed test we would always recommend running this via a wired connection This can be completed using an ethernet cable via a PC or laptop and will allow us to see the speeds available at the Hub.

We do have the Connect App  that will allow you to scan your property to optimise the wireless network and if needed order pod's. Depending on your package these may be free but any package is eligible for these if needed.
Thanks,