The fastest fix is often the one on this page.
These are the questions our agents answer every day, written in the words customers use. If your problem is on the list, you can usually fix it in five minutes; if it is not, the last line of each answer tells you how to reach an agent.
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7 answers
Move the router out of cupboards and away from the microwave, then run a speed test on a cable. If the cable result is also slow at peak times, tell us the times and we will check your local cabinet.
Red means the router cannot see our network. Unplug it for thirty seconds, plug it in and wait three minutes. If the light stays red, open a request and we will test the line from here.
The usual causes are a plan change that took effect mid-month, a one-time activation fee or a late payment charge. Your bill lists each of these on its own line with the date.
Sign in, choose Payment method and add a card or a bank account. The change starts with the next bill, and an email confirms the change.
Plug the gray cable into the port marked WAN, switch on and wait for a steady white light. Join the Wi-Fi name printed on the base and change the password the first time you sign in.
Pack the router and power cord in the prepaid bag from your welcome kit and drop it at any post office within 30 days. We send a receipt by email when it arrives.
Tell us your moving date at least ten days ahead. We book the installation, keep your plan and switch off the old line on the day you leave, so you never pay for both.