Help and Support

Yes, however it is your responsibility to pick a compatible router for your connection type. In order to connect your router, you will need the DSL credentials to authenticate with your service. You can get these by contacting us on live chat during our opening hours (08:30-20:00, Monday-Friday - 10:00-16:00, Saturday - Closed Sunday) or you can get in touch with us at the bottom of the Help page.

The speed that you receive over Wi-Fi is determined by a lot of different factors. If your Wi-Fi is slower than usual, here are the first things we would advise you do.

1. Reboot your router - your router is just a small computer and can need a reboot sometimes too!
2. Try using another device, are all devices experiencing slow speeds? If not, it may not be your Wi-Fi that's the problem.
3. 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.
4. Move it away from your telephone or other electrical devices to prevent interference.
5. 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 (08:30-20:00, Monday-Friday - Saturday 10:00-16:00 - Closed Sunday) or by emailing faults@onestream.co.uk.

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.

Yes, we offer a variety of upgrade options. Get in touch to discuss the options we have available by using our live chat service during our opening hours (08:30-20:00, Monday-Friday - 10:00-16:00, Saturday - Closed Sunday).

You can change your WiFi password at anytime by logging into your router via the admin page. Providing you have made no other changes to your router, you can access the admin page from any smart phone or computer by following the steps below.

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.

1. Enter https://192.168.1.1 into your web browser to load the admin page of your router.
2. Locate the username and password on the back of your router and enter these details to the browser.
3. Hover over the Wireless setting then select the gear icon to access WiFi settings.
4. Update the password in the 'Wireless password' field.
5. 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.

All of our services are provisioned with a dynamic IP address by default which means that it can change from time to time. If you require a static IP address this can be added to your account at anytime for a small additional fee.

If you have a larger home or a difficult to reach area, you can extend the range of your Wi-Fi by adding our plug and play wireless mesh solution. To find out more, contact us on live chat during our opening hours (08:30-20:00, Monday-Friday - 10:00-16:00, Saturday - Closed Sunday) or you can get in touch with us at the bottom of the Help page.

Before contacting us, there are some easy checks that you can perform yourself that will resolve this in most cases.

• 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 (08:30-20:00, Monday-Friday - 10:00-16:00, Saturday - Closed Sunday) or by emailing faults@onestream.co.uk

You can find your Wi-Fi password printed on the card provided with the router or on the back of the router itself.