WiFi and Broadband problems

If you are experiencing problems with your broadband or WiFi there are several basic checks you can try at home.

Check your equipment

• Make sure the router is turned on and the lights are on.
• Check the router is connected to the telephone line via a microfilter (unless you have a dedicated socket) and that it is plugged into the master socket (usually found where the wires from outside enter the property).
• Try turning the router off and waiting for 60 seconds before turning it back on.

Check the telephone line

• Connect a telephone to the line and listen for a dial tone.

• If you find you have no dial tone or the line has noise such as hissing or crackling, you will need to report this as a line fault. The phone line has to be fixed and working before any broadband fault can be addressed.

What can I do to improve my Internet?

• Check for any software updates for operating systems and apps.
• Make sure your antivirus software is up to date, if not, it can slow things down
• Clear your device’s cookies and cache - Troubleshooting checklist
• Reset your browser - Troubleshooting checklist
• Close any programs/devices you’re not using as they may be slowing it down
• Turn off any older devices – they can reduce your WiFi speed and this might help

What else can I do to improve my WiFi signal?

• It never hurts to try turning the router off and on again after 60 seconds. This will help by adjusting your router’s wireless channel, like fine tuning a radio station.
• To get the best WiFi signal strength your router needs to be located away from any objects that might cause interference (such as Bluetooth speakers, games consoles and microwaves), preferably somewhere high up in the centre of your home.
• Sure also provides advanced Mesh WiFi systems that offer wider coverage, parental controls and many other useful features.
• Where possible, it helps to connect devices directly to your router via an Ethernet cable. This is a computer networking cable which should give you the fastest speeds possible and free up the WiFi capacity for other devices.

Other factors inside your house which can affect your speed include:

• The distance, type and quality of the connection between your router and your devices (particularly true for WiFi connections)
• Quality of your phone line inside your house (old wiring and extension cables for example)
• Other devices competing for bandwidth such as cordless phones, baby monitors, oil Master etc.
• The age of your equipment, router or filters.
• Obstructions to the router if it’s behind a TV, near a fish tank, on the carpet.

Sure Support App and Sure Tech Team

After following the advice above, if you are still having problems then you can download our support app from the App Store or Google Play Store. This will run a diagnostic test on your network at home and send you a code which can then be passed on to our agents. 

Alternatively, if you are still experiencing issues, our Tech Team is on hand for any broadband or smart home problems.

To download the Sure Support App, search for 'Sure Support'

Install the App to your phone and then follow the on-screen instructions.

Running the App will create a code that can then be sent to our Support Team:

Clicking NEXT will allow you to send photos or video of your set-up and send the scan results: