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Fibre Troubleshooting

My internet has stopped working,what should I do?

Make sure the Router and ONT (fibre box) are turned on and it have lights. 

Check that the router is connected to the ONT (Fibre box installed on the wall) via an Ethernet cable to the WAN port on your router (normally red on Sure supplied routers) 

 

Try turning both the router and ONT (fibre box) off and waiting 60 seconds before turning it back on. 

Use an Ethernet cable to connect your computer directly to your router rather than using Wi-Fi. This is a computer networking cable that should give you a faster, more reliable connection. 

If you are still experiencing issues with your connection, don’t worry Sure is here to help. Please call our customer support team on 01481 700700 where one of our representatives will be ready, willing, and able to help. Or you can arrange an appointment with our Home Tech Team: Click here for the Home Tech Team

I have slow speeds when connected via cable

When you have slow speeds via a cabled connection we recommend the following top tips: 

Firstly, we would recommend restarting your router and equipment you are getting the slow speeds on.  

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  • Turn off apps on your devices when not in use, as these can perform updates that can slow it down. 

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  • Turn off other devices that are not in use and may be competing for bandwidth on the same broadband connectionThink about all computers, Sky boxes, game consoles, tablets, phones, Smart TVs and smart speakers. 

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  • Check that your device can handle the speed. Each device will have its own network capability, and it might be the case that your device can only handle the speed it is showing. 

 

I have slow speeds via Wi-Fi

  • When you have slow speeds via Wi-Fi we recommend the following top tips:

    Firstly, we recommend restarting your router and equipment you are getting the slow speeds on. 

  • Turn off other devices that are not in use and may be competing for bandwidth (speed) on the same broadband connection. Think about all computers, Sky boxes, game consoles, tablets, phones, Smart TV’s and smart speakers.

    Ensure your network is secure by using a strong password on your Wi-Fi to prevent unauthorized access. 
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  • Check that your device can handle the speed. Each device will have its own network capability and it might be the case that your device can only handle the speed it is showing. Where possible, reposition your router. Place it centrally, high up, and away from walls or electronics.

  • Please see our help page with more support on Wi-Fi here: Wi-Fi Troubleshooting – Sure
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