Check network status first
Check for a known service incident before changing or restarting any equipment.
View network statusTechnical support
Troubleshooting guide
Use these checks to identify whether an issue is with the network connection, your Wi-Fi coverage or an individual device.
Never factory-reset the router
The reset button removes the configuration required for your service. A normal power restart is safe; a factory reset is not.
Connection offline?
Complete the fault checklist first.
The checklist covers power, router, PoE injector, cabling and outdoor radio checks in the correct order.
Wireless fault checklistWork through the essential physical checks
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Equipment checks
Router and outdoor radio
Restart only the equipment described below and leave the outdoor radio powered unless support asks you to cycle it.
Restarting the router
If devices show as connected but no data passes, switch the router off at the wall, wait 30 seconds and switch it back on.
- Allow several minutes for the connection to return.
- Use a wired Ethernet connection for TVs, consoles and fixed devices where possible.
- Do not press or hold the router's reset button.
Outdoor radio or dish
The outdoor unit is normally monitored remotely and can automatically recover after losing network contact.
- Keep it powered so it can receive updates and reconnect.
- Do not repeatedly power-cycle, rotate or realign it.
- Only manually restart it when instructed by support.
Inside your property
Wi-Fi performance
A working broadband connection can still feel slow when the issue is Wi-Fi range, interference or device placement.
Improve coverage before adding repeaters
A single router may not cover every room, particularly in larger properties or buildings with thick walls. Place it in an open, central position and away from metal objects or enclosed cabinets.
More range, less capacity
A traditional repeater receives and retransmits traffic, which can reduce available speed and become less effective when several are chained together.
Better whole-home coverage
Multiple coordinated access points generally provide smoother roaming and more consistent coverage throughout the property.
Accurate testing
How to run a useful speed test
Wi-Fi speed tests measure the entire path through your home wireless network, not just the broadband service. For fault diagnosis, test a computer connected directly to the router by Ethernet.
Open recommended speed test- 01Use Ethernet
Connect one known-good computer directly to the router.
- 02Pause other traffic
Stop large downloads, cloud backups and streaming during the test.
- 03Test more than once
Repeat the test and record the download, upload and latency results.
Delay and responsiveness
Latency and ping
Latency varies with server location, network route, Wi-Fi conditions and activity on your connection. A distant overseas server will normally respond more slowly than a UK server.
Compare using a stable target
Test from more than one device and compare results over Ethernet where possible. Public DNS addresses such as 1.1.1.1 or 8.8.8.8 can be used as consistent ping targets.
Send support the average latency, any packet loss, the test time and whether the test was wired or wireless.
Consoles and streaming
Device-specific issues
Xbox and NAT
Use Ethernet for the most stable gaming connection. NAT status can also depend on the console, router configuration, IPv6 support and the game service.
PlayStation services
Streaming or sign-in problems on a console may be caused by the PlayStation Network or the individual content service even when other devices work normally.
Use a wired link
Connect consoles, televisions and media devices by Ethernet whenever possible to remove Wi-Fi signal quality from the connection path.
Scope of support
What UltraNetworks supports
We support the UltraNetworks connection and supplied network equipment. We cannot normally diagnose every third-party television, printer, computer, streaming device, application or IPTV service inside a customer's network.
Before contacting support
- Check the network-status page.
- Complete the fault checklist.
- Test more than one device.
- Run a wired speed test where relevant.
- Record lights, error messages and test results.