Help and Support
Here’s where you can find the answers to our most asked questions!
Try our search bar to help solve your issue, or browse the categories below
- Reboot your router - your router is just a small computer and can need a reboot sometimes too!
- Try using another device, are all devices experiencing slow speeds? If not, it may not be your Wi-Fi that's the problem.
- Move your router - the positioning of your router can greatly affect the performance of your Wi-Fi. Thick walls and some metals can obstruct your Wi-Fi signal.
- Move it away from your telephone or other electrical devices to prevent interference.
- Disconnect devices that don't require access to the internet.
If you've performed these steps are you're still experiencing issues then get in touch. Everyone's homes are different and therefore we can't guarantee speeds over WiFi however we can help you get the best out of your router. Contact us on live chat during our opening hours (08:30-17:30, Monday-Friday - Saturday 10:00-16:00 - Closed Sunday) or by emailing [email protected]
In order to determine whether the issue is with the speed delivered to your router or a wireless issue we'll ask you to perform a "hard wired speed test". To do this, simply connect a device to your router using the network cable provided in the box and visit https://speedtest.net. We'll ask you to take a screenshot of your results and email them to us.
Warning: We strongly advise you do this from a computer whilst cabled into your router using the network cable provided in the box. Doing this via WiFi could lead to disconnection and problems saving the new configuration.
- Enter https://192.168.1.1 into your web browser to load the admin page of your router.
- Locate the username and password on the back of your router and enter these details to the browser.
- Hover over the Wireless setting then select the gear icon to access WiFi settings.
- Update the password in the 'Wireless password' field.
- Select save.
Your new password has been set! Please be aware that we're unable to reset this password for you so be sure to record your new password in a safe place. Any devices previously connected will need to be updated with the new password in order to restore access to the internet.
- Ensure your telephone is connected and there is no damage to the cabling.
- Check that the volume on your handset is turned up and not set to mute.
- Try plugging in another device to rule out a faulty handset.
- Plug your phone in directly to the BT test socket.
We will ask you to conduct these tests when contacting us so doing them before hand will enable us to resolve your problem sooner. If you've completed these tests and you're still experiencing problems then please contact us on live chat during our opening hours (08:30-17:30, Monday-Friday - 10:00-16:00, Saturday - Closed Sunday) or by emailing [email protected]
For help with everything, call The Stream Team:
If, like us, you're excited about broadband that's so fast and reliable it makes your hair stand on end, simply get in touch today.
Live Chat
Available Mon- Fri 08:30 - 17:30 Sat 10:00 -16:00
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