Support
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Is your connection acting up?

• My internet is slow. What do I do?

  There’s a number of things that could be causing your connection to slow down.

  Read our troubleshooting guide to walk through the most common causes of connection issues, and how to fix them.

• Why is my router light red?

  Find out what the lights on your router mean with our router status guide.

   

• Why is my Wi-Fi weak in certain rooms?

  Wi-Fi is convenient, but it’s prone to interference.

  Things like thick walls, VPNs, or even objects like mirrors could all be causing your signal to struggle.

  For more information on the common interferences, and how to fix them, read out handy guide to Wi-Fi.

   

• How do I find out if there’s a known outage in my area?

  Visit our service status page to check for a known outage in your area. We’ll post updates there as soon as we spot something’s wrong.

Understanding your service

• Making the most out of your broadband

  Broadband is like a supercar: it doesn’t matter how much horsepower is under the bonnet if you’re still driving on a road full of potholes and speed bumps.

  Read our guide to ensuring your home network is actually performing the way it should.

   

• How our ‘No in-contract price rise’ promise works

  We are committed to never increasing your price in-contract, ever.

  When you sign up for a deal with us, the price you see on your contract is the price you pay for the entire duration of that contract.

  Whether inflation goes up, or other utilities are on the rise – your monthly broadband bill stays exactly where you expect it to be.

  Find out more.

• How do I get my guaranteed speeds?

  To see your maximum-advertised speed, you need to bypass Wi-Fi and connect your device directly to the router using an Ethernet cable (Cat5e or Cat6).

  The “full speed” checklist

  If you aren’t seeing your top speeds during a test, check these three things:

  • The cable – Use a Cat5e cable (or higher). Old cables can cap your speed at 100Mbps, which is a massive bottleneck for modern connections.
  • The hardware – Make sure your device has a gigabit Ethernet post. If your laptop is ancient, it won’t matter how fast our fibre is; the hardware is the limit.
  • The connection – Always run your speed test while hardwired to the router for the most accurate result. Find out how.

  Remember, if you’re on a 1Gbps package, you’ll typically see around 900Mbps, and if you’re on a 2Gbps package you’ll typically see around 1900Mbps on a wired test.

  This is because a tiny bit of bandwidth is used for what we call “the digital handshake”, which is the essential communication that keeps your connection stable and secure.

• How do I test my broadband speed?

  To get the most accurate broadband speed test result: 

  1. Connect your laptop or PC to the router using an Ethernet cable 
  2. Pause other internet usage while you carry out your test 
  3. Select the closest server available (make sure to choose the Grain server if you’re a Grain customer) 
  4. Run multiple tests at different times of day 
  5. Compare the average result against your package speed

   

  Find out more.

Managing your account

• How do I pay my bill?

  If you have an outstanding bill on your account, please get in touch using the buttons below and our Billing team will help you make a payment.

• How do I upgrade my package?

  Whether you want to include an option add-on, like a phone package, Wi-Fi extender or static IP, or upgrade to a faster speed, you can do this at any time during your contract term.

  Simply get in touch using the details listed below, and our team will help you build a package that better suits your needs.

• How do I update my contact details?

  To see the personal details, we currently have on record for you, please login to My Account. To make any changes to these, simply get in touch using the buttons below – we’d be happy to help.