Internet not working

Not necessarily. A problem with your Wi-Fi doesn’t automatically mean there’s a fault with your Hub or that the Hub needs upgrading.

Wi-Fi performance can be affected by the location of your Hub and Extenders, wireless interference, the layout of your home and the device you’re using.

WightFibre equipment receives software and firmware updates automatically, so replacing your Hub isn’t normally necessary just to receive the latest updates.

If you’re having problems, get in touch with us first. We can check your connection and Wi-Fi setup and determine whether there’s actually a problem with your equipment.

If you’re having connection problems, restarting your equipment is a good first step.

Switch off your router and FibreTwist and wait around 30 seconds.

Turn them back on and give them up to 10 minutes to reconnect fully before testing your internet again.

If you have Plume pods or extenders, give them time to reconnect as well.

If your internet keeps dropping out, first check whether it happens on all your devices or just one.

If only one device loses its connection, restart that device and reconnect it to your Wi-Fi.

If several devices lose their connection at the same time, restart your router and allow 10 minutes to reconnect.

If you can, connect a computer or laptop directly to your router with a network cable. If your wired connection stays connected but your Wi-Fi continues to drop out, the problem is more likely to be with your Wi-Fi coverage.

If your whole connection continues to drop out, please contact us and we’ll help you investigate.

If there isn’t a known problem in your area, the issue may only be affecting your connection.

Check whether all your devices are offline. If they are, restart your router and FibreTwist, then give your equipment up to 10 minutes to reconnect.

If you’re still offline, please contact us and we’ll help you investigate.