Frequently asked questions

Most issues are responded to within a few business days. Some need longer — for example we may want to monitor your line over time, or co-ordinate a change with our network team. We will not leave you hanging: when we don’t yet have an answer, we will at least say what we have ruled out so far.

We support the official apps from major providers — Netflix, Disney+, Amazon Prime Video, YouTube, and similar — within reason, since we don’t control their servers.

We do not investigate issues that only affect a third-party TV or streaming box. There are too many brands and configurations, many of them serve content illegally, and learning the specifications of each device is not something we can take on as an ISP. If a third-party box has problems, please contact its vendor.

If your problem also happens on a normal device (phone, laptop), it is no longer a streaming-box problem and we will look into it normally.

Not always. Speed tests measure the path between one device and a single test server. If you run the test from a phone on Wi-Fi at the opposite end of the house, you are largely measuring your Wi-Fi.

For an accurate reading:

• Connect a laptop directly to the router with a network cable.
• Close other apps that use the internet (especially video calls and cloud-sync apps).
• Run the test, ideally a few times in a row.

If a wired test is also slow, that points at the line. If wired is fine but Wi-Fi is slow, it points at Wi-Fi conditions.

Wi-Fi signal weakens with distance and especially through walls — concrete, brick, and metal block it badly. The router’s location matters more than its model. A central, open spot — not in a cabinet, not next to a TV — is almost always better than a powerful router stuck in a corner.

For larger homes, a mesh system or a wired access point in a far room solves this far better than a single bigger router.

The most useful things to know up front:

• Which devices are affected (phone, laptop, TV app, etc.)
• When it usually happens (mornings, evenings, all day, random)
• Whether other people in the house are also affected
• What you have already tried (a router restart is a fair first step)
• Anything that changed recently (new device, new package, building work, power outage)

Even rough answers help — the questionnaire we send will walk you through all of these.

Yes, and many clients do. We can usually only meaningfully diagnose the line itself when third-party hardware is in the path — anything past your router (Wi-Fi, NAT settings, port forwarding, custom firmware) is yours to manage. If your own router is in unusual configuration and the problem looks router-related, we may ask you to test with a known-good setup before we go further.