pop in your full postcode below and we'll check if we're in your area
see if our wi-fi is available at your address
we'll show the estimated speeds you can get where you live
get the right prices and plan options for your home
how can we help?
pick a topic below and we'll point you in the right direction
slow wi-fi?
get the app. it's the home telecom app, we're part of the home telecom family, so it's the right one. it runs a proper speed test, checks your line and tells you what your connection should be doing.
test next to your router. stand close to it and run the test. the app will tell you whether that number is where it should be. if it is, your line is fine and the problem is somewhere between the router and wherever you were sitting.
now test where the problem is. same test, in the room that's slow. if the number drops a long way, it's distance and walls, not your connection.
move the router first. up high, out in the open, away from the tv and the microwave. it sounds too simple. it fixes more than anything else on this page.
still one room that won't behave? that's what an extender is for.
speed test fine, but some things are still slow?
then it's probably that device. plenty of them have a ceiling of their own, whatever you feed them. tellies are the usual culprit, along with older laptops, tablets, smart speakers and printers. a tv can cap out well below your plan speed, and that's the tv, not your line. the good news is it rarely matters. 4k streaming needs about 25 mbps, so a tv with a limit still has plenty of room.
your plan speed isn't about how fast any single thing can go. it's about how much can happen at once, everywhere in the house, without anyone noticing.
if the app says your speed is fine and it still doesn't feel right, ring us anyway. we'd rather look than leave you wondering.
no wi-fi at all?
(mobile data, or someone else's connection)
open the app. it'll tell you if there's a known problem in your area, and whether your line is up.
nothing showing? check the router has power and the lights are on, then restart it. leave it off for a full thirty seconds before it goes back on.
still nothing? report it in the app, or ring us.
if you can make calls but can't get online.
we're here 24 hours a day. we can check your line from our end, so you don't need the app to get this sorted.
if your home phone runs through your earth connection, it'll be down too.
if there's a known problem in your area we'll usually message you about it, so you'll often hear from us before you've noticed. one more reason to have the app.
bills and account
everything's in the app.
your bill, your payments, your plan, your details.
log in with the email you ordered with.
prefer a browser?
your account is online too
something looks wrong?
ring us and we'll go through it with you.
moving house
we'll check what's available at the new address, sort the dates so you're not without wi-fi in between, and tell you where you stand on your contract before you commit to anything.
the sooner you tell us the more room we have to get it right, so ring as soon as you know.
talk to someone
real people in the uk, 24 hours a day, seven days a week. no premium rate, no menu maze.
if you've run the tests above, say so when you ring. it saves us both a few minutes.
how do i change my wi-fi name or password?
in the app, under your network settings. change it and everything in the house will ask for the new one next time it connects, so pick a moment when nobody's mid-film.
can i use my own router?
you can, but we can only support ours. if something goes wrong we'll ask you to put ours back first so we can see what's actually happening.
can i add an extender later?
any time. ring us or add it in the app, and we'll send it out.
my router's damaged, what now?
ring us. 01403 214069. we'll sort a replacement out and tell you where you stand on cost before anything happens.
i want to cancel or my contract's ending.
ring us. we'll tell you exactly what's left to run and what your options are, including staying on a different plan if that suits you better.
still stuck?
then stop reading and ring us. there's a person on the end of it, in the uk, at any hour, and they'd rather hear from you early than find out three weeks later that something's been quietly annoying you.
we don't think wi-fi should need a help page at all. this one's here for the days it does.