How can we help?

Technical Support

How do change my WiFi name or split my SSID?

Once you have logged in to your Customer Account, go to Account Settings > My Orders, then click on your order number.

This will expand the screen to show details of your current subscription. Click the check box next to your subscription and your option to View/Change WiFi Details will be displayed, as below. 

SSID 1
 
A pop-up box will allow you to edit the WiFi name and password for your 2.4Ghz and 5Ghz bandwidth.
 
 
 
Band Steering
If you'd like your router to automatically select the best frequency for your device based on its connection quality, then you should enable Band Steering. This is the default setting provided by us. Make sure to keep the same WiFi name for both the 2.4Ghz SSID and 5Ghz SSID. You can choose any password you like, just make sure they match each other.

Split SSID
If you prefer to manually select whether a device connects to a 2.4Ghz or 5Ghz frequency, you can split the SSID and disable Band Steering. This may be helpful if you have a device that performs better on 2.4Ghz and needs to stay on that frequency, or if you want to ensure that a device accesses the faster speeds available on 5Ghz. To do this, simply edit the name of your 5Ghz SSID and add "5G" at the end. You can keep the password the same or choose a different one. As a result, you will see two WiFi networks broadcasting with both names visible for connection. Now you have the flexibility to choose which devices connect to 2.4Ghz and which connect to 5Ghz.

I'm getting a Double NAT error on my XBox

How to Fix Xbox Double NAT Detected Issue

 
Follow the steps below to help you fix the Double NAT problem and change NAT Type from ‘Moderate‘ or ‘Strict‘ to ‘Open‘ in Xbox.
 
Login to your Xbox One S/X console and follow these steps.
 
Step 1
Under Network Settings, go to Advanced Settings and select Alternate port selection.
 
Step 2
Select Manual option and then choose a Service port number. Choose one at the top of the list.
 
Step 3 
Go back to Network Settings and wait for NAT Type to refresh. If you see Double NAT, go to Advanced Settings
> Alternate port selection again. Tap Manual and this time select a different port.
 
Step 4
Go back to Network Settings and wait for NAT Type to refresh. This will fix the NAT type from Moderate
Double NAT detected to Open. If unsuccessful, repeat the step again and choose the next Service port until you find the one that enables Open NAT type in your Xbox One console.

I'm having connectivity problems

If your actual speeds are fine when you test them, but you find some of your devices are glitchy, buffering or not performing as they should, you likely have a WiFi connectivity problem. 

WiFi signals are transmitted through your home over two radio frequencies, 2.4Ghz and 5GHz. These are public frequencies used by everyone, and so interference from other Broadband routers can occur, as well as interference from other household appliances.

2.4 GHz is the standard frequency and there are many devices that can only operate on this frequency. Other non-internet related items in your home may also use this radio frequency, such as cordless telephones and baby monitors. This can interfere with your WiFi, and that of your neighbours if you live in close proximity. Your neighbour's devices can interfere with your WiFi as well. 2.4Ghz is a stronger frequency that travels further through your property and is better at penetrating walls and getting through obstacles. It has a maximum speed capability of around 80-100Mbps, regardless of what package speed you have. It may perform slower than this, if there is a lot of interference or if your devices are not capable of 100Mbps. 

 

The 5Ghz network is a higher frequency network. The network provides less coverage but with faster speeds. We would suggest connecting devices such as your TV, or gaming consoles to this only if they are in close range to your router. 5Ghz is less able to penetrate through thick walls and the signal is more easily blocked or absorbed by everyday surroundings such as radiators, large mirrors and fish tanks. 

 

5Ghz works great at higher speeds if you are close by to your router; but if you remain connected to 5Ghz and are towards the end of the range, the connection will be poor and your speeds will be slow. Your experience will feel quite glitchy and simple web pages may not load. This isn't a problem with your broadband connection, it is a problem with WiFi connectivity. If you move closer to the router, you will get a better signal.

2.4-vs-5_lg

Router set-up

You should check your router is set up correctly for optimal WiFi speed. Ensure it is not placed on the ground but either mounted to the wall or placed securely on a table or shelf. Do not cover it with other items and ensure that it is as far away as possible from other electrical devices that could cause interference. If your router model has external antenna, the speed over WiFi is best when the antenna are pointing outwards and away from each other. The correct placement of your antenna can increase speed by up to 100Mbps (package dependent) and is worth checking to ensure the router is performing to the best of its capability.

If you are still struggling with poor WiFi connectivity, you would probably benefit from using boosters. A mesh-style WiFi booster works really well to give the wall-to-wall connectivity that many homes now need, and a router alone cannot provide. 

Icotera Self-Installation Guide

Inside the router box you will find: 
  1. Wall mounting bracket
  2. UK 3 Pin power adapter
  3. Fibre patch lead
  4. A router
 
Your apartment:
 
1) Unplug existing patch lead from the fibre connection box on the wall or from the orange and green lead. Hold on to both green connector ends and pull carefully apart to disconnect.
2) Remove dust cover from each end of the new fibre patch lead provided.
 
 
Connecting your router:
 
3) On the back of your router there is a fibre port, protected by a rubber cap. Pull out the rubber cap to expose the fibre socket.
 
 
4) Insert one end of the patch lead provided into the green connection port of your new router.
 
5) Take one end of the fibre patch lead provided, ensure the small nub is pointed upwards.
 
6) Push the end of the lead into the fibre socket.
 
 
7) It should look like this when it is correctly plugged in.
 
 
8) Plug the other end of the fibre cable into the socket on the wall. It should look like the below. Connect the plug to the router and an available power socket, and switch on.
 
 
9) On the side of the router there is the power button, make sure this is in the on position. You will also find ethernet ports for any ethernet connection you require.
 
 
10) In 5-10 minutes, your connection should be up and working. Use the details supplied to you via email to logon to your Wi-Fi network.

My Broadband Speed

Broadband speed is the speed at which stuff gets sent and received over the internet. The faster your connection, the more things you can do online. Your throughput speed is measured in Megabits per second (Mbps). 

You can use many websites and apps to test your broadband speed. We have a speed test available on your online account, just log in and click on your order number to start. 

Here are some tips to help you get the most accurate speed test results: 

- Use a Cat6 Ethernet cable when possible for better speeds. 

- Restart your router before testing your speed over WiFi. 

- Turn your device off and on again, or disconnect it from WiFi and reconnect it, to reset your devices' connection and get the best signal quality. 

- Make sure the speed test server you are using is nearby. 

- Disable any VPN or proxy server you're using before testing your speed. 

 

Did this help?  It's common for people to think that an internet issue is caused by slow internet speed , when in fact it might be a WiFi connectivity issue. They often feel like the same thing to a user. Don't worry, we're here to help! Just visit this page for more information on how to troubleshoot your connectivity issues.

 

If you tested your speed and want faster internet, consider upgrading your package. Find out more about what speeds you can expect in this article.

What is Fibre Broadband?

Fibre broadband is a type of internet connection that offers a faster and more reliable internet connection than the alternatives.

Fibre broadband uses glass cables rather than the standard copper wires used in regular broadband connections.

Data is transmitted via beams of light, meaning it travels at light speed and won’t slow down over distance. 

My current provider already advertises it as Fibre, what is the difference?

Many providers will use the word Fibre within their package name, when it is not a true Full Fibre product. Full fibre is called FTTP (Fibre To The Premises) and the fibre cable runs directly in to your home. FTTC is Fibre To The Cabinet and only includes fibre to the green cabinet on your street or nearby. Your home is then supplied connectivity via a copper cable from the cabinet. 

FTTC speeds are typically up to 40Mbps or up to 70Mbps.

webart

 

What is the difference between Broadband and WiFi?

Broadband is the fixed-line service that allows you to connect to the internet. WiFi is a convenient way of connecting your devices to your broadband service without using a cable.

WiFi signals are transmitted through your home over two radio frequencies, 2.4Ghz and 5GHz. These are public frequencies used by everyone, and so interference from other Broadband routers can occur, as well as interference from other household appliances.

 

2.4 GHz is the standard frequency and there are many devices that can only operate on this frequency. Other non-internet related items in your home may also use this radio frequency, such as cordless telephones and baby monitors.

The 5Ghz network is a higher frequency network. The network provides less coverage but with faster speeds. We would suggest connecting devices such as your TV, or gaming consoles to this only if they are in close range to your router.

2.4-vs-5_lg

 

What speed can I expect with my 900Mb package?

If you're using a Cat 6 Ethernet cable to test your speed and your device is capable of reaching these speeds, you can expect to achieve speeds of up to 900Mb with this package. Rest assured, even during peak times, we strive to maintain consistent speeds and provide a reliable connection. However, if your speed falls below 70% of your package speed over a wired connection for 3 consecutive days, we will investigate this as a fault.

The 900Mb package is perfect for people who work from home, online gamers, and households with multiple connected devices, ensuring a seamless and efficient online experience for all.


Speed over WiFi

Wi-Fi speed depends on different things like how good your router is, how many devices are connected to it, and how far away you are from the router. Other things like walls and other electronic devices can also slow down your Wi-Fi. If you have a modern Wi-Fi 6 router and not much interference, you might get close to 900Mbps speed, but most people get slower speeds. To get the best speed, connect your device directly to the router using an Ethernet cable for important stuff like gaming or big file transfers. Wi-Fi is good enough for most other things. 



Tech Tips

  1. When it comes to Wi-Fi frequency, the 2.4 GHz band is a bit slower but offers a wider coverage area and better penetration through obstacles. It reaches its fastest speed at around 80-100 Mbps. On the other hand, the 5 GHz band provides faster speeds, typically ranging from 400-500 Mbps if your device supports it. However, it has a smaller coverage footprint and may not reach all areas of your home where you use Wi-Fi.
  2. The distance between your device and the router affects the strength of the signal, which can lead to slower speeds. Additionally, obstacles such as walls and floors can weaken the signal strength. Optimal distance for Wi-Fi is around 2 meters away from the router.
  3. Interference can be a common issue with Wi-Fi signals, causing speed drops. It can be caused by other electronic devices, neighbouring Wi-Fi networks, or physical obstructions. In apartment buildings, interference may occur from large electrical machinery, such as the lift mechanism or the plant room.

  4. The number of devices connected to your Wi-Fi network can impact your speeds as the available bandwidth is shared among them. This means that if there are many devices streaming or downloading data simultaneously, it can result in reduced speeds. 

  5. The performance of your router plays a crucial role in determining the Wi-Fi speeds you can achieve. Factors such as the antenna placement of your router can have a significant impact on the overall performance of your Wi-Fi connection.

  6. To optimize your Wi-Fi performance and minimize interference, it's important to use the appropriate Wi-Fi channel and frequency. A simple solution is to turn off your router and then turn it back on, allowing it to scan its surroundings and automatically select the best Wi-Fi channel for you. If you prefer to manually select the frequency, you can refer to this page for instructions on how to split your SSID.

  7. WiFi Channel Congestion: During peak usage times, your broadband line itself won't suffer from slower speeds, but the WiFi channel you use is still shared with other people on all networks. This can cause slower Wi-Fi speeds, especially in densely populated areas.

Under ideal conditions, with a properly configured router and minimal interference, it is possible to achieve Wi-Fi speeds that are relatively close to the 900Mbps broadband package. However, it is important to note that real-world scenarios often result in significantly lower Wi-Fi speeds. Speeds ranging from 200-500Mbps are generally considered excellent for residential setups, although this can vary depending on the unique challenges within the home and the broader environment.

Our Mission - High Five Icon

Our mission

We're a new company with big ambitions. And we're putting people and productivity at the heart of our business. In a nutshell, we're on a mission to let the future flow into lives and work by providing ultrafast, flawless connectivity that enhances living and empowers businesses.