The correct pattern of lights on the ONT is 'Power' and 'PON' lights on, 'LOS' light off and 'LAN' light flashing.

1. If all the lights are off, make sure that the plug is in the power socket correctly and the switch on the socket is on, the power cable is connected in to the ONT fully and the power button is pushed in
2. If 'PON' light is off and 'LOS' light is flashing, please turn the ONT off and on again. If lights do not change, contact our support team
3. If the 'Power' and 'PON' lights are on but the 'LOS' and 'LAN' light are off make sure the modem is turned on and the cables between the ONT and modem are secure. The cable should be connected to the 'WAN' port on the back of your modem
4. If the 'Power' and 'PON' lights are on and the 'LAN' light is on but not flashing, try turning off your modem for 30 seconds and back on again. If lights do not change, try resetting your modem using the steps in our support video

If these checks have been done, and you're still having issues, please contact customer care on 1907.

Placing your modem in the centre of the building will provide better coverage to more of your home or business. The speed and strength of the Wi-Fi signal depends on the distance between the modem and the devices you're using (e.g. a smartphone, tablet, laptop).

Make sure the modem is in an open space and positioned as high off the ground as possible (at least on a table or piece of furniture). Windows, walls and anything metal can affect the Wi-Fi signal. Avoid placing the modem behind a TV or in a cabinet.

Tip: The front of the modem (the flat side with the lights on it) should face outwards into the room.

In most cases, Wi-Fi shares an Internet connection with the entire network.

If there are multiple people and devices using Wi-Fi at the same time it can slow Wi-Fi speeds.

Older devices may not be able to achieve fast wireless speeds, as they use older Wi-Fi technology. For example, even if your broadband connection is 1 Gbps, but your device only supports Wi-Fi 802.11g, then your peak speed to that device can only ever reach 54 Mbps (1/20th of the potential of your broadband connection).

Keeping devices and software up-to-date will ensure the best Wi-Fi experience.

Most home equipment has more than enough bandwidth to stream video. It is extremely unlikely that you would manage to saturate your local network, if you did, you would certainly experience issues.

Even watching 4k or Blu-ray content won't come anywhere near the capacity of a home network modem, although it may exceed the individual bandwidth your device is receiving from your wireless access point.

Most network equipment provides a full speed connection to each device. So, each port on a 100 Mbps router is going to get a full 100 Mbps to the router, not a portion, and internally routers usually have even more bandwidth.

Outdated operating systems might not include the latest performance tuning patches, and the increased likelihood of automatic updates being downloaded at the time of your test, could slow down the connection speed. 

There are multiple browsers currently available e.g. Firefox, Edge, Safari, Chrome etc.  Each has different capabilities and may provide different results, particularly on high-speed connections.  

They will all process speed test requests differently depending on their configuration and some will process these requests quicker than others, which will impact on the end result.

If your computer processor is carrying too heavy a load (in terms of RAM and/or CPU utilisation), the speed test result may not be a true reflection of the performance of your broadband service. This may happen when certain software or applications are not closed down before starting a speed test.