Help & Support

When you signup to any of our services either online or over the phone, you will receive an email within 24 hours confirming your order. You will then receive an email update at every stage to your order.

Broadband connection issues can be frustrating and sometimes be difficult to find the cause. However there are a few simple steps you can follow to cure most faults. We ask that you follow the step by step guide below before reporting a fault.

• Try an alternative ADSL/FTTC Microfilter.
  PLEASE NOTE, If you have Telephone Extensions in your Home/Office, each Telephone socket should be fitted with a microfilter irrespective of the type of the device connected. Microfilters can and do fail. If you do not have a spare microfilter, you can normally purchase these from supermarkets and DIY stores. Additional microfilters can be purchased from Zone Broadband, by calling us on 0330 135 9663.
• Is your router connected into your Master Socket?
  Your Master Socket will look like the picture above and is where your Telephone line comes into your property. Simply unplug all the devices you have connected to your master socket except your Broadband Router to see if this resolves your Broadband connection issues. Once your connection is stable, reconnect each device one by one until the problem reoccurs. If the problem reoccurs, you have a faulty device connected and you should leave this disconnected until a replacement can be found.
• Are there extension connected to your Telephone line?
  Most new build houses these days have more than one telephone socket, and some old houses also have telephone extensions. Most people these days have cordless DECT telephones making the old extension cables connected to your Master Socket redundant. These telephone extensions can cause unnecessary issues with Broadband Connections. To test if your extension cables are causing the problem, remove the face plate on the master socket, plug your microfilter into the test socket and your router into the microfilter. Re-check the Broadband Connection and if the problem is resolved, there may be an issue with one of the Telephone Extensions in your premises. Should this be the case we suggest that you contact a qualified tradesman to correct the fault with your Telephone Extensions. However if you extension was installed by an Openreach engineer, please contact our support team on 0330 135 9663.
• Do you have dial tone?
  If you cannot hear a dialling on your telephone then there may be a fault with your telephone line. This will affect both your telephone and broadband service. Even if you do not use your Telephone line to make Telephone calls it is still advisable to make sure you have dial tone. If your Zone Broadband Service includes Line Rental and you do not have a dial tone, please report the fault by calling our Support Team on 0330 135 9663. If your Line Rental is with another provider please contact them to report the fault.

Your Broadband Speed is dependent on a number of things. For example the Broadband Speed you receive is determined by the distance from your property to your Telephone Exchange for ADSL connections and the distance to your Fibre Cabinet for FTTC connections. However there are other reasons that could affect your Broadband Speed that you can control as listed below:

• Your router has been switched off or unplugged when not used.
  Your Broadband router should be powered on at all times. If you regularly turn off your router or turn your router off for extended periods then then your Broadband Service will think there is a fault and reduce your speed in order to try and rectify the fault. This is called Dynamic Line Management which can take up to 10 days for the line to become stable again when power is restored to the router or the fault has been fixed on your service.
• Location of your router.
  Make sure your Broadband Router is connected to your Master Socket. This is the main Telephone Socket where the Telephone Line enters your property. If you connect your router to an extension socket your Broadband Speed made be slower. Connecting to the Master Socket will ensure the fastest speed possible.
• Is your router compatible?
  Zone broadband allow you to use your own router to receive our Broadband Service. Please make sure your router model and type is compatible with our service and the speed of service you have ordered. If you are using the router supplied with your Broadband Service then compatibility is ensured.
• Are you connected to Wi-Fi?
  If all your devices are connected to the router via Wi-Fi then try plugging a laptop or PC into any of the Four Ethernet ports on the back of the router. If you do not have a PC or Laptop, maybe you could ask and friend or a family member if you could borrow their device to perform this test.
• Anti-Virus Software.
  Some Anti-Virus software inspects every website before it loads on your web browser. This can make your Broadband Speed appear to be slow. Try disabling your Anti-Virus software and see if this speeds up browsing and downloading.

If you have tried all the above, please contact our Support Department on 0330 135 9663 where one of your team will be pleased to run through further checks with you.

Here are a few tips to improve your Broadband Speed:

• Always keep your Broadband router turned on.
• Connect your PC or Laptop directly into your router via an Ethernet cable instead of using Wi-Fi.
• Make sure your router is plugged into your Master Telephone Socket.
• Keep the software on your PC/Device up to date. Viruses and Spyware can slow down your connection and make you think your Broadband is slow.
• If you connect to your router by the Wireless connection, try where possible to relocate your router to improve your Wi-Fi signal.

If you believe you have a fault with your Broadband service, please contact our Support Department on 0330 135 9663.

Please click on the type of router you have been provided by Zone Broadband. Although Zone Broadband allows its customers to use their own compatible router, we cannot offer Technical Support on these routers

Below are a selection of tips and tricks on how to improve your Wi-Fi Connection strength and speed.

• Find the best place for your router
  You may want to see your Router, but that does not mean you should hide them or locate them in a cupboard. However if you want the best signal, you will need it out in the open, and away from any walls and obstructions. Routers can get hot therefore it is advisable to place them on a flat surface, keep them well ventilated to prevent overheating and keep out of direct sunlight.
• Finding the right Wireless Channel
  Your Wireless Router is configured to automatically find the least congested Wireless Channel when it is first turned on and periodically through the day after that to make sure its current channel is still the best one. However your neighbour’s router may be doing the same thing causing your router to continually Channel Hop. If your devices regularly disconnect this is an indication that your router is Channel Hopping. To stop this happening please give our Technical Support Department a call and we can lock your router down to the least congested channel.
• Appliance Interference
  We advise that you place your router away from other electrical devices. In particular Broadband Routers do not like low voltage devices such Christmas lights or halogen lighting. Try turning off and unplugging any appliances near your Broadband Router to check if your Wi-Fi Signal improves.
• Wireless Access Point
  You may live in a house with tin foil lined walls which your routers Wi-Fi Signal simply cannot penetrate. We can supply pre-configures Wireless Access Points which are significantly more powerful than the Wi-Fi Signal your router provides. Please contact our Sales Department for more information on 0330 135 9663.

2.4GHz and 5GHz are simply different frequencies that Wi-Fi can transmit on. Each frequency has its advantages and disadvantages. The primary differences between the 2.4 GHz and 5GHz wireless frequencies are range and bandwidth. 5GHz provides faster data rates over a shorter distance, whereas 2.4GHz offers coverage over greater distances, but may perform at slower speeds. This article describes the differences between 2.4 GHz and 5GHz frequencies, and offers suggestions for choosing the frequency that is best for your situation.

Range:
In most cases, the higher the frequency of a wireless signal, the shorter its range will be. The main reason for this is higher frequency signals cannot penetrate solid objects such as walls and floors as well as lower frequency signals. Therefore, the 2.4 GHz has a greater range than the 5 GHz frequency.

Bandwidth:
Higher frequencies allow the faster transmission of data, also known as bandwidth. Higher bandwidth means that files will download and upload faster, and high-bandwidth applications such as streaming video will perform much smoother and faster. Therefore, the 5GHz with its higher bandwidth will provide much faster data connections than 2.4 GHz.

Interference:
Many devices only use the 2.4 GHz frequency, and these devices are all attempting to use the same “radio space” which can cause overcrowding of the channels. The 5GHz band has 23 available channels for devices to use vs. the 3 available on the 2.4 GHz band.

Your SSID (Wireless Name) is listed on the back of your routers. A Zone Broadband Wireless Name starts with ZONEBROADBAND- followed by 4 letters and/or numbers. If you cannot see your Wireless Name on any of your Wireless devices, please make sure the Wi-Fi icon is lit up on the front if your router. If this is not the case, please contact our Support Department on 0330 135 9663 .

If you believe you have a fault with your Broadband service, please contact our Support Department on 0330 135 9663.

When you order a product or service from Zone Broadband, we will take a payment for any Activation/Installation fee plus the first month service charge. Your first bill will be generated one calendar month after your Broadband and/or Telephone Line are activated/transferred to the Zone Broadband network. Please note: you will always pay a month service charge in advance.

• Example:
• Order Date: 15th February
• Activation/Installation Date: 2nd March
• Bill Date: 2nd April
• Billing Period: 2nd April – 1st May
• Payment Due Date: 9th April

Your Bill: Your Name and address will appear under the title Your Bill.

Bill Date: The date the Bill has been generated.

Your Account Number: The unique Number given to your Account. Your Account Number should be quoted whenever you call us about your account.

Bill Number: A unique number that identifies the bill you have received.

Description: Lists the Products and Services you have with Zone Broadband.

Unit Price & Amount GBP: The price each Product and Service you have with Zone Broadband. This is the price excluding VAT.

Amount Due GBP: This is the total amount due for payment.

Bill Due Date: This is the date when the Bill amount will be collected by Direct Debit.

When you order a Product or Service from Zone Broadband, within 24 hours, you will receive an email from our Direct Debit partner GoCardless Ltd. This email will invite you to setup a Direct Debit with Zone Broadband. Until we receive notification that your Direct Debit Instruction has been setup, your Order will not be processed. Direct Debit payments are usually collected 7 days after your Bill Due Date except where your collection Date is on a weekend or a Bank Holiday when the Direct Debit payment will be collected on the next working day after that. If you have any questions regarding the Direct Debit process, please call our Customer Service Team on 0330 135 9663 .