Help

Need help? If you require any technical help you can call our Technical Support Line on 0800 331 7638 and we'll talk you through any problems you may have.

Got a question? We've got answers on everything from connection to billing in our FAQs:

Alternatively, you can contact us using our contact form, by selecting the appropriate option from the drop down menu. We will endeavour to respond to your query within 3 working days.

Broadband and Telephone helpful bits

Wireless Help

Wireless is a great way of getting online. However, due to the nature of wireless networking and environmental influences, we cannot guarantee that wireless will work in every location. seethelight advertise our broadband speeds based on wired connections. If you connect wirelessly, this may affect the speeds you receive. For help on improving wireless connections and speeds, see our guides below.

Troubleshooting a wireless network

Many things can cause interference to wireless networks, so there are things you can do to prevent these interferences and hence, improve your wireless connection. Like radio and television waves, wireless is subject to interference from electrical sources. If you have low signal strength, or you keep losing connection, it could be because some objects are interfering with your router and causing ‘noise’. Your wireless signal will be the strongest when it is clear of any obstacles and is in a clear space. Try these tips to get the best out of your wireless:

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    In the first instance, power off and on your internet enabled device and router to see if this helps. Some laptops have a wireless switch; make sure this is turned on.

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    Thick walls can reduce the range of your wireless connection. Place the router away from walls

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    Move your router to a common area, such as a living room. Make sure your router isn’t crowded, is in a central location and is not placed on the floor.

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    A wired connection is always going to be faster than wireless. For faster speeds, try connecting your PC and router with an Ethernet cable and leave Wi-Fi for your other devices.

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    Ensure that your computer’s anti-virus software and operating system is up to date and you regularly run a full virus scan.

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    Empty the browser cache - the process is different depending on the browser you are using. Use the internet options to clear your cache

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    Keep your router away from reflective or shiny surfaces such as fish tanks, mirrors, windows and filing cabinets, as the signal can bounce of these objects.

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    Do not place your router next to metallic objects, microwaves, cordless phones or RF transmission devices as these send out radio signals which can interfere with your router.

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    Where possible, move your router out of enclosed spaces, such as a cupboard. This can limit the signal. Your router needs space and should be in your line of sight.

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    Sometimes forgetting a Wi-Fi network on your phone can help. In Wi-Fi settings, select the network name you want to forget. Tap (i) and select "Forget this Network".

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    Make sure the router and ONT are switched on and plugged in at the mains, as demonstrated above. Exact layout of equipment may vary.

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    Bluetooth equipped devices like mobile phones send out radio signals which can interfere with your router. Try turning these off one at a time to see if it make a difference.

Changing the wireless channel/frequency and network name (SSID)

Your wireless performance could be slowing down due to interference from other wireless networks in your area.

From time to time, other devices in your area could overlap onto the channel your router is broadcasting on and will compete for airwaves, causing interference or "noise" which will in turn cause the Wi-Fi to slow down. You can try and overcome this by changing the channel/frequency that your router will communicate on.

Your router will automatically look for the channel with the least interference of "noise". If your laptop/PC is unable to "see" your Wireless Network Name (SSID) you may need to login to the router and change the channel manually.

To do this:

  1. Power your router on and off. Your router will then automatically scan for the channel with the least noise.
  2. Log in to the router and select "Network settings" and then "wireless"
  3. The band, channel, and SSID can be changed here. The SSID and channel can be changed separately for each band 2.4G and 5G.

Changing the encryption type and key

There are a number of options you can select:

No security

This is not recommended by seethelight as this will allow anyone with a wireless device to connect to your router and use your internet connection and possibly access devices and information in your home network. This option would generally be used for fault finding and turning it to this mode is at your own risk.

WEP

This is an older version fo security and although it is secure, it is the weakest of the options. This works best with older router models.

WPA

This option is more secure than WEP and the password can be letters and numbers.

WPA2

This is the latest security standard and is the recommended security type. The password can be letters and numbers. We recommend your regularly change the encryption type and key to help you keep your wireless network secure.

  1. Log into the router and select "Network settings" and then choose "wireless" and then scroll to the bottom of this screen.
  2. Here you will be able to change the encryption type and key (password)

Setting up a wireless network

  1. Insert and Ethernet cable into the Lan 1 port of the ONT
  2. Take the other end of the cable and insert it into the WAN port of your router. Where possible, try to place your router in an open space.
  3. You will now be able to find the wireless network and connect using your SSID and encryption key.

Setting up a wireless connection using internal wiring

  1. Insert and Ethernet cable into the Lan 1 port of the ONT
  2. Insert the other end directly into the relevant port of the patch panel, associated with the room where you would like services*
  3. In the relevant room, find your data port and insert an Ethernet cable into the WAN port of your router. You will now be able to connect to the internet.
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* If your patch panel is not labelled with rooms, try each port until there is a match.

Technicolor TG589ac Router Help

Thomson TG585 Router Help

ZTE H298N Router Help

Zyxel NBG4604 Router Help

Zyxel VMG8324 and VMG8924 Router Help

General Broadband help

General Telephone help

Search www.seethelight.co.uk

Have you experienced problems accessing certain websites e.g. BBC iPlayer, Sky Go, National Lottery?

If you are having issues accessing certain websites as listed above, seen an error message such as “This programme is unavailable in your territory” or have received notification that you are in a different country which prohibits you accessing websites similar to the ones listed, it could be because your IP address is showing your location as being in a foreign country. Whilst this is not the case, this is a well-known common issue that seethelight can help you solve caused by a world-wide shortage of IP addresses. For further help and assistance please call our Customer Services team on 0800 331 7638.

Number porting

If you would like to keep your old number, seethelight may be able to port your number, subject to a £15 administration fee.

To port your number you will need to fill out the below application form and send back to our customer services team. You will note on the application form the service providers who we can port your number from.

If you have not been a customer of one of these providers listed, then unfortunately we will not be able to port your number. Please note, in the event that seethelight is unable to use the number this admin charge is still payable.

Important information about Number Porting:

You must include a copy of your latest telephone bill from your current provider, which must show:

  • Your name
  • Original installation address of the number to be ported
  • The telephone number(s) to be ported

You must ensure that the account the telephone number is to be ported from is still an active account. You should not arrange to cancel your old account until the number port is complete, otherwise seethelight will not be able to port your old number.

For more information on Number Porting, please send us an email via our contact form, or call us on 0800 331 7638.