Broadband

Broadband

Broadband isn’t straightforward. There are actually three types of companies involved in getting you connected.

  • First, there are companies that own the underlying infrastructure – such as Openreach, CityFibre, KCOM.
  • Second, there are the ‘middlemen’. They own special boxes at the exchanges and help route the network traffic in the most efficient way possible.
  • Finally, there’s the customer layer – the layer you’re probably most familiar with. That’s where ZYBRE comes in. Our job is to help you get connected, sort out any connection issues, and make sure you pay for your connection.

We work with a number of infrastructure owners and number of ‘middlemen’ so that, wherever you live, ZYBRE can get you the service you need.

You’re free to use a different router on the ZYBRE network. However:

  • We will still send you a new router at the beginning of your contract.
  • By using an alternative router to the one provided by ZYBRE, you may not have access to all of the features and services available from ZYBRE.
  • Double-check that your router will be compatible with the ZYBRE network. Some ISPs ‘lock’ their routers to their network, which means they can’t be used elsewhere. If you have any doubts, double-check by getting in touch with your existing provider.

The average download and upload speeds depend upon the broadband package you have available to your property and which you have selected. Typically, our SuperFast (80/20) will provide an average download speed of 60-70Mb/s (average upload speed of 15-20Mb/s), our UltraFast (500/75) will provide an average download speed of 350-400Mb/s (average upload speed of 40-60Mb/s), and our HyperFast (1,000/115) will provide an average download speed of 850-900Mb/s (average upload speed 80-90Mb/s), but you may see higher or lower speeds than this depending on a number of variables.

You can test your speeds via https://www.speedtest.net/ or https://www.fast.com

ZYBRE operates a number of speed contracts, and there are four main reasons why speeds can vary between postcodes:

  • Your home data usage – for example, video streaming eats up a lot of capacity
  • Your home network set up – for example, effective placement of your router can aid speeds
  • Our wider network usage – latest iOS or game releases can really impact download speeds across the network
  • Our wider network set up – if your home is quite far from the green cabinet (called a DSLAM or PCP cabinet) on your street, your speeds may be slower, if your home has the option of fibre-to-the-premise or fibre-to-the-home (FTTP or FTTH) then speeds can be considerably quicker.

We ask that you read over the below guidance and wait 24 hours prior to contacting, as any outages or repair work should be completed within this time.

  • Plug an ethernet cable in to your device and connect it to the router (there will be an ethernet cable in the router box). If you are able to see normal speeds, please see “How can I Improve my connection quality?” below.
  • If your device is at fault, please disconnect each device one at a time and test the speed again. Sometimes older or faulty devices can use up bandwidth unknowingly, causing a slow speed.
  • If this is the cable causing this issue (i.e. a loose cable), we can run tests and request an engineer.
  • If there is an outage or repair works on the line, this could cause the issue. We can identify this and let you know.

We’re sorry that your speeds aren’t as fast as they should be.

On this page, we’ve created a comprehensive guide for how you can improve your connection speeds as much as possible.

Got other ideas? Let us know. You can also mention them in our community forum.

1. Run a speed test

First of all, it’s wise to work out what your speed actually is. You can run a speed test through your account:

Navigate to SpeedTest or Fast to see what speeds you are receiving on your device.

2. Streamline your device

Check that you’re not running unnecessary programmes or apps on your device that could be slowing down your network. These include updates, security scans, media player pop-ups, and chat notifications. Background bandwidth-heavy TV and radio streaming services use up the most data.

3. Set up your Wi-Fi router properly

There are a few steps to this:

  1. Plug your Wi-Fi router into your master socket, and not an extension. This will be the largest socket in your house – normally found near your front door or in a hallway
  2. Position your router correctly:
    • Upright
    • Facing towards you
    • In the middle of your home
    • Unobstructed by walls or furniture (especially not in a cupboard)
    • Not on the floor
    • Away from electrical devices like cordless phones and microwaves – these can interfere with your signal
  3. Check that it’s set up properly – that all the wires are connected securely and you have your microfilter on
  4. Turn it on and off again. That does the trick a surprisingly high number of times… If you’re using the same router that we sent you.
    • Locate the power button on your router
    • Press it and wait 10 seconds before rebooting. For a more comprehensive reboot, leave it off for 3 minutes
  5. Finally, perform a factory reset on your router. A factory reset allows the router to resync and re-programme all its details, which is particularly important if any network parameters have changed (e.g. part of your local network has been upgraded).
    Warning: this will erase any manual changes you’ve made to the router (e.g. if you’ve changed its name).

4. Limit the number of devices connected to your Wi-Fi

Sometimes, life involves tough decisions.

Although we offer very fast speeds, having a large number of devices connected is likely to impact your connectivity. Therefore, consider disconnecting some of them when your speeds are low. Data-hungry devices that do a lot of streaming of films, music and games have a particularly significant impact.

You can try and work around this by balancing your data use through the day. Schedule tasks (like downloading films or software updates) for times when data requirements are likely to be low (e.g. early in the morning).

5. Reduce your data needs

There are often simple things you can do to cut down on the amount of data you use:

If you’re carrying out video calls or meetings, turn the video off; or try video streaming on one screen rather than multiple different ones

Turn off HD streaming on Netflix / reduce your music streaming quality on Spotify

6. Plug into the router directly

If you’re still struggling with your Wi-Fi then try connecting your device directly to your router with an Ethernet cable. Ethernet cables tend to work faster than wireless connections.

7. Change your Wi-Fi router channel

If you’re struggling with a poor Wi-Fi connection, you might want to try changing your wireless channel settings. If your Wi-Fi router is broadcasting on the same channel as your neighbours, it could slow your internet down. In general, channels 1, 6 and 11 give you the best speeds and minimal interference.

8. Carry out a test socket test

Your test socket bypasses the internal wiring in your house and connects directly to the Openreach line outside. It therefore can help identify whether there’s an internal issue with your home wiring, or instead a fault in your local area.

You can find your test socket inside your master socket. The master phone socket is the main socket where the phone line enters your home, usually found in the hallway near the front door.

Master sockets that have two ports, or one port with a horizontal line across the front, contain a test socket.

If your master socket has one port without a horizontal line, then you don’t have a test socket; so, do not carry out a test socket test.

If your connection improves while you’re connected to the test socket, then the problem is probably inside your home.

If this happens, then try reconnecting your router at its original location before the test socket test, and gradually re-introduce items and devices one by one, testing each time whether the connection deteriorates. This can help identify which device might be responsible. If you still can’t identify the problem, you may need to get an expert to repair or reinstall faulty wiring.

If your connection doesn’t improve, this suggests an issue with the underlying network

9. Check whether there are any known issues with the underlying network

You can detect whether there are any known issues with your network (i.e. the wires before getting to your router) by checking online, with neighbours or by reaching out to us.

10. Buy a Wi-Fi extender

If you live in a big house, Wi-Fi extenders help widen the coverage area of your Wi-Fi network. When looking at Wi-Fi extenders to buy, cheaper ones may lead to some speed loss, whereas higher end extenders will retain similar speeds to your core router.

11. Drop us a message

Sometimes you’ll need to contact us directly – for example if there’s an issue with the underlying cables between your house and the exchange.

We’re sorry that you’re having issues with your router.

Every now and then there are underlying issues with the router itself. However, this is rare – only about 1% of returned routers are actually broken.

Therefore, please carry out all of the steps below, look at our other Q&A pages, and try out the community forum before contacting us about a router replacement.

Here are some actions you can take:

Plug your Wi-Fi router into your master socket, and not an extension. This will be the largest socket in your house – normally found near your front door or in a hallway.

Check that your router is set up properly – that all the wires are connected securely and you have your microfilter on.

Position your router correctly:

  • Upright
  • Facing towards you
  • In the middle of your home
  • Unobstructed by walls or furniture (especially not in a cupboard)
  • Not on the floor
  • Away from electrical devices like cordless phones and microwaves – these can interfere with your signal

Turn it on and off again. This does the trick a surprisingly high number of times. If you’re using the same router that we sent you.

Finally, perform a factory reset on your router. A factory reset allows the router to resync and re-programme all its details, which is particularly important if any network parameters have changed (e.g. part of your local network has been upgraded).

Warning: this will erase any manual changes you’ve made to the router (e.g. if you’ve changed its name).

Sometimes Openreach will need to send an engineer to your property to improve the quality of the line.

If you think this might be the case, first make sure you’ve tried all the other steps to improve your signal quality.

If you’ve gone through all those steps and are still struggling to get the speeds you need, please request contact us. We’ll do some line checks to confirm that it’s an issue with the underlying network, then confirm an engineer timeslot for you.

  • If you miss the appointment, there will be an £80 charge.
  • If there is no issue (i.e. the router was plugged in incorrectly), there will be an £80 for the first hour and £50 for each hour after that.

It’s all about your router name and password, you can find these details on your router, assuming you’re using the one we sent you.

You can also find your details by logging in to My ZYBRE, for your account overview.

  • Select your router’s name on your device
  • Enter your Wi-Fi Password
  • Get Surfing.

I cannot connect my device to the Wi-Fi

If some of your devices are connecting to the Wi-Fi but others are not, this is probably a device issue rather than an issue with the router.

Here are some options you might be able to try with your device:

  • Turn your device Wi-Fi on and off before trying to reconnect
  • Make sure that flight mode is switched off
  • Restart, or potentially factory reset, your device

If your device can connect to another network but not to your ZYBRE network, this suggests an issue with ZYBRE’s network or the router.

If so, here are some steps you can take:

  • Disconnect some devices from ZYBRE’s Wi-Fi to free up more space. (In the future, we’re working on allowing you to see all your connected devices from the My ZYBRE account)
  • If possible, connect your device directly to the router via an Ethernet cable
  • Consider changing your router channel. This can free up space for more devices. For the best connection and minimal interference, channels 1, 6 and 11 are best – although it depends on what channels your neighbours use.
  • Restart your router. If you’re using the same router that we sent you:
    • Locate the power button on your router
    • Press it and wait 10 seconds before rebooting. For a more comprehensive reboot, leave it off for 3 minutes
  • Go further and perform a factory reset on your router. A factory reset allows the router to resync and re-programme all its details, which is particularly important if any network parameters have changed (e.g. part of your local network has been upgraded).
    Warning: this will erase any manual changes you’ve made to the router (e.g. if you’ve changed its name).

Our broadband is unlimited. So not much to worry about! Go wild

Having said that, here are some reminders:

  • We don’t supply businesses, so we’ll contact you if you are using suspiciously high levels of data
  • You should also not do anything illegal, otherwise we will step in
  • In short: be sensible!

At present, ZYBRE Internet offers IPv4 connections only, meaning that your IP address will be a standard 32-bit address. We will continue to work with our wholesaler to obtain IPv6 options, which would cover 128-bit addresses, in the future.

Traceroute and Ping Tests

In the rare event of issues on the line, Openreach sends out an engineer (usually within 72 hours) to troubleshoot the problem. Sometimes they ask us to complete a few tests on the line as this can sometimes pinpoint the location of the issue.

If they do require this information (rare), we may ask for you to complete these tests whilst we finish building a system to perform these tests on your behalf.

  • ipconfig/all – this shows the settings of your connection so we can see that these are correct.
  • Ping test – the time it takes for your device to receive information from the internet. If this is slower than we expect, this may be where the engineer wants to focus.
  • Traceroute – the path your device takes to connect to a webpage or server. This can show whether there are issues connecting via a normal route.

If you are using a Windows computer, please follow these steps. If you are using an Apple or Chromebook computer, scroll down to the relevant steps.

Windows

IPConfig/All

  • Right Click Start
  • Click “Command Prompt(admin)”
  • Type in ipconfig /all (ensure there is a space before /all) then press the enter key – the test will complete instantly
  • Send us a screenshot of the results, or copy and paste them to us.

Ping Test

  • Right Click Start
  • Click “Command Prompt(admin)”
  • Type in ping 8.8.8.8 (8.8.8.8 is the Google webpage) then press the enter key
  • Send us a screenshot of the first 5-10 lines (this is all we need) or copy and paste them to us, then close the window to stop this test.

Traceroute Test

  • Right Click Start
  • Click “Command Prompt(admin)”
  • Type in tracert 8.8.8.8 (8.8.8.8 is the Google webpage) then press the enter key – the will take approximately 30-60 seconds to complete
  • Send us a screenshot of the results, or copy and paste them to us.

Apple Mac

IPConfig/All

  • Go to “Applications”, then in the “Utilities” folder, open “Terminal”
  • Type in ifconfig then press the enter key – the test will complete instantly
  • Send us a screenshot, or copy and paste the results to us.

Ping Test

  • Go to “Applications”, then in the “Utilities” folder, open “Terminal”
  • Type in ping 8.8.8.8 (8.8.8.8 is the Google webpage) then press the enter key
  • Send us a screenshot of the first 5-10 lines (this is all we need) or copy and paste them to us, then close the window to stop this test.

Traceroute Test

  • Go to “Applications”, then in the “Utilities” folder, open “Terminal”
  • Type in traceroute 8.8.8.8 (8.8.8.8 is the Google webpage) then press the enter key – the will take approximately 30-60 seconds to complete
  • Send us a screenshot of the results, or copy and paste them to us.

Google Chromebook

IPConfig/All

  • Press Ctrl+Alt+T at the same time. This will open the “Chrome OS Shell (crosh)”
  • Type in network_diag –dhcp in the box and press the enter key – the test will complete instantly
  • Send us a screenshot, or copy and paste the results to us.

Ping Test

  • Press Ctrl+Alt+T at the same time. This will open the “Chrome OS Shell (crosh)”
  • Type in ping 8.8.8.8 (8.8.8.8 is the Google webpage) then press the enter key
  • Send us a screenshot of the first 5-10 lines (this is all we need) or copy and paste them to us, then close the window to stop this test.

Traceroute Test

  • Press Ctrl+Alt+T at the same time. This will open the “Chrome OS Shell (crosh)”
  • Type in tracepath 8.8.8.8 (8.8.8.8 is the Google webpage) then press the enter key – the will take approximately 30-60 seconds to complete.
  • Send us a screenshot of the results, or copy and paste them to us.

If you have any questions, feel free to reach out to us.

Sometimes, traditional routers may not be powerful enough to cover your whole property with fast WiFi speeds. WiFi speeds are also slower, the further away you are from the router.

You can purchase a wireless mesh network (WMN), which is a system of devices (i.e. 3 little boxes) that are designed to ‘blanket” your property with WiFi. You are able to plug the primary/main device in to the router, then plug the 2 (or more) secondary devices around your home.