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How your service and
Wi-Fi speeds work...

Occasionally we receive calls from customers reporting problems with the speed or coverage of their wireless connection.

We want every customer to get the very best from their service, so we've put together this series of illustrations to help you understand how your service is provided and what measures you can take to improve speeds around your home when Wi-Fi performance appears to fall short of expectations.

How the speed of your service is delivered to your hub

  • 1

    Your broadband connection uses fibre-optic cables to carry 'packets' of data between the internet and your hub.

  • 2

    Fibre-optic cables are thin strands of glass which use pulses of light to transmit this data at ultra-fast speeds.

  • 3

    Unlike traditional broadband delivered over copper telephone lines, fibre-optic cables aren't affected by external factors that can reduce the speed received.

  • 4

    The length of the line serving your property, electromagnetic interference and even adverse weather can all have an effect on copper-based broadband.

  • 5

    Our full-fibre network isn't affected by these issues, so you'll receive the full speed you pay for no matter where you choose to buy your new home!

  • 6

    The speed of the service you choose determines how many packets of data can be transmitted along your fibre-optic cable at any one time.

  • 7

    The faster your service, the more 'bandwidth' you have and the more packets your hub can send and receive (measured in megabits per second).

  • 8

    The more devices you have connected to your hub, the higher your bandwidth requirement will be. So ensure you select your speed accordingly.