We've created this guide to help you fix any issues with Full Fibre. If you're getting slow speeds or having problems with your connection, there are a few things you can check before getting in touch with us.
What do you need help with?
Choose an option below for help with your connection.
Slow speeds
Take a look at our top tips for boosting your wi-fi speed.
No connection
Follow these steps if you've got no broadband connection.
What do you need help with?
Choose an option below for help with your connection.
Slow speeds
Take a look at our top tips for boosting your wi-fi speed.
No connection
Follow these steps if you've got no broadband connection.
Slow speeds
Full Fibre delivers speeds of up to 900Mbps straight into your home. However, even the best devices have limits to the speeds they can manage. Older devices have less capacity for high broadband speeds than newer ones, which can make your Wi-Fi feel slow regardless of the speed your router is giving out.
To get the best possible speeds with Full Fibre, we recommend that you:
- Connect your devices directly to your router using an Ethernet cable
- Make sure your eero is upright and facing into the room
- Put your eero in an elevated position on a table or shelf
- Ensure your eero is not blocked by any furniture, ornaments or books
- Move electrical appliances like Bluetooth speakers and cordless phones away from your router, or switch them off if moving them isn't possible
If you're still getting slow speeds after following the above, try changing your wireless channel to help reduce any congestion on your network. We recommend using channel 4 or 6.
Dropping connection
Here's what to do if your Wi-Fi connection keeps cutting out:
- If your Wi-Fi signal keeps dropping on one device, go into the device's Wi-Fi settings and 'forget' your network. Then connect to your network again. If this doesn't help, or it's happening on all of your devices, follow the checks below.
- Your Wi-Fi signal comes from the front of your eero, so make sure it's upright and facing into the room. Try putting your eero(s) in an elevated position on a table or shelf, and make sure it’s not blocked by any furniture or books. This way, your eero can give out a clear, uninterrupted signal.
- Electrical appliances like Bluetooth speakers, cordless phones, baby monitors and even remote controlled toys can disrupt your Wi-Fi signals. You should switch these off when they're near your eero or move them away if you can.
- If your Wi-Fi only drops when you're far away from your router, setting up additional eeros and placing them in different areas of your home can help by making your signal go further.
No connection
Here's what to do if you haven't got an Internet connection:
- If you can't connect to Wi-Fi on a particular device, go into the device's Wi-Fi settings and 'forget' your network. Then connect to your network again. If this doesn't help, or you can't connect any of your devices, follow the checks below
- Make sure the Ethernet cable is securely plugged into the WAN port on the back of your eero. It's a good idea to check the other wires too, to make sure nothing's become loose or been knocked out of place
- Now check the light on your router: If your eero light is off or solid red, reboot your eero and wait a few minutes. You can also try resetting your eero using the eero app
- If the light on your eero is solid white, but you still can't connect, reboot your device and try to connect to Wi-Fi again
- If rebooting your eero or device doesn't help, please chat with our PLUS support team so we can look into it for you
Slow speeds
Full Fibre delivers speeds of up to 900Mbps straight into your home. However, even the best devices have limits to the speeds they can manage. Older devices have less capacity for high broadband speeds than newer ones, which can make your Wi-Fi feel slow regardless of the speed your router is giving out.
To get the best possible speeds with Full Fibre, we recommend that you:
- Connect your devices directly to your router using an Ethernet cable
- Make sure your router is upright and facing into the room
- Put your router in an elevated position on a table or shelf
- Ensure your router is not blocked by any furniture, ornaments or books
- Move electrical appliances like Bluetooth speakers and cordless phones away from your router, or switch them off if moving them isn't possible
If you're still getting slow speeds after following the above, try changing your wireless channel to help reduce any congestion on your network. We recommend using channel 4 or 6.
Dropping connection
Here's what to do if your Wi-Fi connection keeps cutting out:
- If your Wi-Fi signal keeps dropping on one device, go into the device's Wi-Fi settings and 'forget' your network. Then connect to your network again. If this doesn't help, or it's happening on all of your devices, follow the checks below.
- Your Wi-Fi signal comes from the front of your router, so make sure it's upright and facing into the room. Try putting your router in an elevated position on a table or shelf, and make sure it’s not blocked by any furniture or books. This way, your router can give out a clear, uninterrupted signal.
- Electrical appliances like Bluetooth speakers, cordless phones, baby monitors and even remote controlled toys can disrupt your Wi-Fi signals. You should switch these off when they're near your router or move them away if you can.
No connection
Here's what to do if you haven't got an Internet connection:
- If you can't connect to Wi-Fi on a particular device, go into the device's Wi-Fi settings and 'forget' your network. Then connect to your network again. If this doesn't help, or you can't connect any of your devices, follow the checks below
- Make sure the Ethernet cable is securely plugged into the WAN port on the back of your router. It's a good idea to check the other wires too, to make sure nothing's become loose or been knocked out of place
- Now check the light on your router: If you're using a Wi-Fi Hub and the light is off or flashing amber, reboot your Wi-Fi Hub and wait a few minutes
- If the light on your router is solid white, but you still can't connect, reboot your device and try to connect to Wi-Fi again
- If rebooting your router or device doesn't help, please get in touch so we can look into it for you
