My connection is slow
There are several reasons why your connection might be really slow. Attempt to fix the problem by restarting your router: unplug the power to your black brick, unplug the power to your router, leave for 3 minutes… plug back in (DO NOT PRESS THE RESET BUTTON ON YOUR ROUTER). If your problem still persists, get in touch with our support team by emailing email@example.com
I don’t want my kids looking at certain content, is there anything I can do?
It’s worth looking into options on devices directly, for example, Apple has “Screen Time” which can be enabled and used to restrict unsuitable content and control times the device is used.
One of the easiest ways to restrict content accessible on your Wi-Fi network would be to use Open DNS’s Family Shield https://www.opendns.
It’s just a matter of changing the DNS server entries in your routers DHCP settings to 126.96.36.199 and 188.8.131.52.
- First open a web browser on a device connected to your Wi-Fi, type in 192.168.0.1 and press enter.
- You will then need to log in using username: admin and password: (as on the sicker on the bottom of the router)
- Then click on DHCP on the left and input the Open DNS servers in the primary and secondary boxes and confirm by clicking “Save” at the bottom
- Due to the current DHCP lease time, these setting won’t become active on devices for up to 120 minutes unless the device is disconnected and reconnected to the Wi-Fi.
Obviously this isn’t flawless so you’ll still need to monitor usage and be aware that turning off Wi-Fi and using mobile data on a mobile phone will bypass any restrictions on the Wi-FI.
I don’t appear to have a good Wi-Fi connection in every part of my property, is there anything you can do?
These are multiple devices that connect to each other using a wireless link to create a single Wi-Fi network around your property and are aware of which device is connected to which mesh extender ensuring each device has the best signal possible based on its location.
Depending on the size and construction of your property we usually find most properties can be covered using a set of 3 mesh extenders. We can supply and install a set of 3 mesh extenders for £7.99 per month. We configure and install these where required in your home
I’d like to increase my package speed, what should I do?
Can I make phone calls using Wave Internet if I want to cancel my existing phone line?
I don’t seem to have an internet connection, what should I do?
My connection keeps dropping out
This is most likely caused by issues with your router. Attempt to fix the problem by restarting your router: unplug the power to your black brick, unplug the power to your router, leave for 3 minutes… plug back in (DO NOT PRESS THE RESET BUTTON ON YOUR ROUTER). If your problem still persists, get in touch with our support team by emailing firstname.lastname@example.org
My WiFi signal is weak in some rooms
The signal from your router will diminish the further distance you are from it. This is enhanced if you have particularly thick walls as are in older properties. You can boost your signal by using WiFi extenders. We can install these when we install your network for £99 excl. VAT, or at a later date for £145 excl. VAT.
The dish on the outside of my house seems to have moved
Please call 01254 377373 immediately so that we can arrange for an engineer to come and realign the dish.
How can I make the Wave signal to my house better?
The signal to your house depends on line of sight to a transmitter at a high point near you. Trees, particularly in the summer as the leaves appear, can disrupt the line of sight and cause problems to connections. It is worth keeping an eye on foliage near your house, to make sure it does not become too overgrown and therefore interfere with your signal. You may also want to make sure there are no birds nesting near the radio as they can also cause problems of interference.
How do I sign up?
If we already have a network in your area, we will be able to get you connected straight away. Take a look at our current coverage map and get in touch! If we don’t currently have a network in your area, we may still be able to get superfast wireless broadband for you as we’re always looking to expand. Contact us via the form online or email email@example.com and we’ll see what we can do!
What is VoIP?
VoIP stands for Voice over Internet Protocol and basically allows you to make your telephone calls over the internet rather than via a telephone line. Your phone connects via a small box which is plugged into your broadband connection. If you order a VoIP package you will no longer need a land line phone line at all, saving you money (on average £150 per year).
What do I do if I need to change my bank account details?
We can take your new bank details over the phone or by email. Please call us on 01254 377373 or email firstname.lastname@example.org to make the amendments.
Can I change my package?
You can upgrade free of charge at any time. If you are within your contract you will not be able to downgrade until your contract ends
Do Wave charge a call out fee?
If you have a problem with your internet connection we will initially try to identify the problem remotely. Often together we can remedy the problem over the telephone. If the problem needs an engineer we will arrange a time for a visit. We will not charge for fixing the problem unless we have specified as such before. Please note: if the issue relates to the tampering of equipment, a call out fee will be charged.
How long will it take to install once I have ordered?
Once we receive your order, we will contact you to arrange a date for one of our engineers to visit you and carry out a site survey to install. The time between ordering and survey to install can be up to six weeks depending on how busy our engineers are when you place your order. However, during quieter periods we can usually book an engineer to visit you within a week or two after you have placed your order.
When do I get billed?
Your bill will be sent to you monthly in advance from the date your contract started.
When are payments taken?
Payment will be taken monthly in advance from the date your contract started.
How can I boost the internal signal around the house?
If you have a large house or thick walls then the Wi-Fi signal from your router might not be strong enough as you go further from it. You can boost the connection by using powerline adapters.
What kind of router do I need?
You need to have a router that is compatible for cable connections as opposed to an ADSL router. You can buy one online or from suitable high street shops
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