Having connection issues? Experiencing slow speeds?
If you are experiencing problems connecting to your broadband, there are some steps you can try to resolve it. It will save time if you can try these first before calling us.
- Check the status lights on your router
- A flashing DSL light usually indicates that there is a physical connection issue
- A red internet light usually means that there is a problem with the configuration of the router credentials
- Reboot the router (power down for at least five minutes)
- Replace the Micro Filter
- Replace the DSL cable (RJ11)
- Remove any extension cables from he line
- Remove the BT faceplate on the master socket ad connect your router to the test port behind.
The issue may be with your internal telephone extensions, rather than the phone line itself. One way to check this is by connecting your router to your test socket.
The test socket is your main socket. If you don’t know where it is, it’s typically where your broadband cable comes into your property.
- Replace the router, if possible (if not owned/managed by FluidOne)
Contacting us
If you have tried the troubleshooting steps above and are still experiencing connection issues, please contact our support team on 0345 868 7848 (Choose Option 1), who will be happy to assist you further.
In order to help us help you, please ensure that you have the following information to hand:
- Your contract details. If you do not have your contract number, the full property postcode will help us allocate your contract
- Full details of the issue you are experiencing
- The impact it is having on you, your users and your business
- Your contact details
Experiencing a complete loss of service for your ethernet service?
If you are experiencing problems connecting to your ethernet network, there are some steps you can try to resolve it. It will save time if you can try these first before calling us.
- Check the power supply to all of your devices on the network on-site site e.g. routers, switches, firewalls etc.
- Reboot carrier termination equipment - this is the first device that the carrier line connects into within your premises. This is usually a BT ADVA.
- Reboot any additional termination equipment on the network – this may have been provided by FluidOne or added by yourself
- Check all cabling between all termination equipment
- Confirm the LED status of all termination equipment
Contacting us
If you have tried the troubleshooting steps above and are still experiencing connection issues, please contact our support team on 0345 868 7848 (Choose Option 1), who will be happy to assist you further.
In order to help us help you, please ensure that you have the following information to hand:
- Your contract details. If you do not have your contract number, the full property postcode will help us allocate your contract
- Full details of the issue you are experiencing
- The impact it is having on you, your users and your business
- Your contact details
There are many reasons why an installation appointment could fail; for example, if the engineer has become unavailable or was unable to access the site. However, as a customer, there are only a few responsibilities you must be aware of. The most important of which, is to ensure that we are provided with details of a suitable Onsite Contact, who can provide all of the required access at site, as well as providing accurate guidance to the Carrier engineer/s, to ensure the work is conducted correctly and to a suitable standard.
A wayleave is a contract between a carrier and the land/property owner of the building which grants permission to the carrier to carry out work relating to the installation and maintenance on their property. The wayleave typically doesn't permit all future works, as it only refers to specifically planned works and cable routes for this particular installation. If a further installation is required in the future, a new Wayleave agreement may need to be negotiated.
Yes, simply provide details of the required LAN Side configuration to the Provisioning Coordinator before the router is dispatched. They will liaise with our Technical team on your behalf.
Activation can take place at any time up until midnight, please note that we are unable to advise the actual time. Should activation not take place on the specified date, please inform us before close of business on the following day.
All orders placed with Openreach, that are a Bronze address, will require a physical Site Survey, as Openreach need to determine the correct installation location, in relation to their existing Network Infrastructure in the local area. Collecting this information allows them to plan the order correctly.
A Gold Address (NAD ID) indicates that an Openreach Asset (PSTN/Fibre Ethernet etc.) is installed at the address and is registered in Openreach’s records. A Silver Address means that the address is registered in Royal Mail’s database, but there are no known Openreach Assets installed at the address. A Bronze Address is what is assigned, by Openreach, to any address that is not registered in the Royal Mail database, and where there is currently no Openreach Asset installed.