Customer Hub

We guarantee our speed direct to the property as it is our own network. At this point, your speed will depend on how many other users are online at a given time.

Great news! – All our packages come with unlimited data usage so you can stream and download to your heart’s content. Our Fair Usage Policy can be accessed here

If you notice your service isn’t working, there are a couple of things you can do and check before contacting us:

• On the Front of your router check to see if the Internet light is on – (Blue LED for Nokia Beacon) – (White LED Adtran) – Red or Amber for Both equipment means no internet service. – If no service next step is to check the ONT – (Small square device attached to the wall). This also should display green active LEDS. Anything other will indicate a fault. 

If no lights or Amber/Red LEDs please check the following. 

• Check the power cable to the router and ONT that they are plugged in and turned on – Lights on devices illuminate. 
• Ensure Ethernet cable from ONT – (Small square device attached to the wall) – Is connected to the WAN port of the router and clicked into place. 

Next steps 

• Please power cycle your ONT and Router by switching them off and back on after 30 seconds. This can be done by either removing the power cables out of the back of the devices or turning them both off and on at the wall socket. 

Once the devices have been power cycled, please wait up to 5 minutes for service to be restored.  

If all the above has been checked and you are still presented with a Red/Amber light on the router or ONT please call customer services on 0800 0699906

To get an accurate read of speeds into your router you need to test using a device connected directly to the router via an ethernet cable.  

There are several things that could limit speeds on WiFi: 

• Walls, furniture, and other physical barriers

• Electronic devices such as microwaves and cordless phones operating on the same frequency can also cause interference

• The further you are from the router, the weaker the signal and the slower the speeds

• Devices with older WiFi standards may not be capable of handling the full speed of  your new fibre broadband connection

• Multiple devices connected to the same network can lead to congestion, dividing the available bandwidth and slowing speeds

• Streaming, online gaming, and large downloads consume significant bandwidth, affecting overall speeds

Optimising WiFi Coverage 

• Place the router in a central, open location in the home

• Move closer to the router

• Use Ethernet cables for critical devices like gaming consoles or work computers to ensure maximum speed

• Disconnect devices not in use

• Schedule large downloads for off-peak times

• Add Wildanet SuperPods to help get wider coverage

Read our article on how to test your internet speeds here.

Disclaimer: Wildanet only guarantee speeds provided up to the router. Due to many environmental variables, Wildanet do not guarantee speed, and coverage to devices connected over WiFi.

WiFi operates on different frequency bands, with 2.4 GHz and 5 GHz being the most common. 

2.4 GHz: This band is slower but has a longer range. It’s better at penetrating walls and obstacles, making it ideal for larger homes or areas with lots of interference. However, it can be more crowded since many devices (like microwaves and baby monitors) also use this frequency.

*Speeds on 2.4GHz are limited up to Circa. 120Mbps 

5 GHz: This band offers faster speeds and is less prone to interference, but it has a shorter range. It works best for activities that need higher bandwidth, like streaming HD video or gaming, especially in smaller spaces. 

*Speeds on 5GHz are limited up to Circa. 800Mbps 

In short, 2.4GHz is better for coverage, while 5GHz is better for speed but at shorter distances.  

Any testing on WiFi will have varied results this will be due to device age, specification, device WiFi standards and environmental variables (walls, insulation etc.)

Find out more about maximising your WiFi signal using our WiFi Boosters

To keep your new high speeds up around your home you might need WiFi Extenders to enable this. Unlike your old copper connection – Wildanet’s Fibre broadband runs at much higher speeds. But with this new speed you need modern devices (phones, laptops etc.) to support this around your home. 

If you’re getting a good WiFi signal in the same room as your router, but are struggling to get the same speeds in other parts of the house, you might need our mesh WiFi solution.

Different materials near a router can also affect the quality of the signal. For example, placing the router on a metal surface or against a metal wall may cause problems. Signals can travel through wood, glass and plasterboard easily, but metal, brick, stone and foil back insulation will block the signals.