Customer Hub

As we are using a wireless connection and not the cable coming into your property, you’ll need to contact your existing supplier and cancel services.

Typically, we can get you up and running within a few weeks from order if you’re within our coverage areas. If you happen to fall out of our existing network area, we’ll keep you updated with our expansions in your area.

On average our install takes only a couple of hours. We’ll inform you if the job is likely to be longer than this with reasons and provide a suitable timeframe around you.

This will depend on your property and the build internally. Wireless signal can be blocked by thick walls, glass, objects and the distance it needs to reach. Generally, coverage will reach all locations in a small to medium sized property.

Wildanet can only guarantee speeds and service to the router location. If you believe that you may need some extra requirements for coverage, please contact us and we will be able to help and make recommendations to help cover your full property with high speeds.

We guarantee our speed direct to the property as it is our own network. At this point, your speed will depend on how many other users are online at a given time.

Great news! – All our packages come with unlimited data usage so you can stream and download to your heart’s content. Our Fair Usage Policy can be accessed here.

Our network has been designed to battle the Cornish weather which means any heavy rainfall, storms, thick snow (yes it happens) and other conditions should have minimal impact on your services.

If you notice your service isn’t working, there are a couple of things you can do and check before contacting us:

• On the Front of your router check to see if the Internet light is on – (Blue LED for Nokia Beacon) – (White LED Adtran) – Red or Amber for Both equipment means no internet service. – If no service next step is to check the ONT – (Small square device attached to the wall). This also should display green active LEDS. Anything other will indicate a fault. 

If no lights or Amber/Red LEDs please check the following. 

• Check the power cable to the router and ONT that they are plugged in and turned on – Lights on devices illuminate.
   
• Ensure Ethernet cable from ONT – (Small square device attached to the wall) – Is connected to the WAN port of the router and clicked into place.
   

Next steps 

• Please power cycle your ONT and Router by switching them off and back on after 30 seconds. This can be done by either removing the power cables out of the back of the devices or turning them both off and on at the wall socket. 

Once the devices have been power cycled, please wait up to 5 minutes for service to be restored.  

If all the above has been checked and you are still presented with a Red/Amber light on the router or ONT please call customer services on 0800 0699906

To get an accurate read of speeds into your router you need to test using a device connected directly to the router via an ethernet cable.  

There are several things that could limit speeds on WiFi: 

• Walls, furniture, and other physical barriers

• Electronic devices such as microwaves and cordless phones operating on the same frequency can also cause interference

• The further you are from the router, the weaker the signal and the slower the speeds

• Devices with older WiFi standards may not be capable of handling the full speed of  your new fibre broadband connection

• Multiple devices connected to the same network can lead to congestion, dividing the available bandwidth and slowing speeds

• Streaming, online gaming, and large downloads consume significant bandwidth, affecting overall speeds

Optimising WiFi Coverage 

• Place the router in a central, open location in the home

• Move closer to the router

• Use Ethernet cables for critical devices like gaming consoles or work computers to ensure maximum speed

• Disconnect devices not in use

• Schedule large downloads for off-peak times

• Add Wildanet SuperPods to help get wider coverage

Disclaimer: Wildanet only guarantee speeds provided up to the router. Due to many environmental variables, Wildanet do not guarantee speed, and coverage to devices connected over WiFi.

WiFi operates on different frequency bands, with 2.4 GHz and 5 GHz being the most common. 

2.4 GHz: This band is slower but has a longer range. It’s better at penetrating walls and obstacles, making it ideal for larger homes or areas with lots of interference. However, it can be more crowded since many devices (like microwaves and baby monitors) also use this frequency.

*Speeds on 2.4GHz are limited up to Circa. 120Mbps 

5 GHz: This band offers faster speeds and is less prone to interference, but it has a shorter range. It works best for activities that need higher bandwidth, like streaming HD video or gaming, especially in smaller spaces. 

*Speeds on 5GHz are limited up to Circa. 800Mbps 

In short, 2.4GHz is better for coverage, while 5GHz is better for speed but at shorter distances.  

Any testing on WiFi will have varied results this will be due to device age, specification, device WiFi standards and environmental variables (walls, insulation etc.)

To keep your new high speeds up around your home you might need WiFi Extenders to enable this. Unlike your old copper connection – Wildanet's Fibre broadband runs at much higher speeds. But with this new speed you need modern devices (phones, laptops etc.) to support this around your home. 

If you’re getting a good WiFi signal in the same room as your router, but are struggling to get the same speeds in other parts of the house, you might need our mesh WiFi solution.

Different materials near a router can also affect the quality of the signal. For example, placing the router on a metal surface or against a metal wall may cause problems. Signals can travel through wood, glass and plasterboard easily, but metal, brick, stone and foil back insulation will block the signals. 

If you’ve accidentally damaged your equipment give us a call to discuss the best route to fixing it. Please do not try to fix any damage yourself before this.  

Please note, engineer support time is chargeable in this event but we will advise you further once the situation is understood.

Please see page 6 - 9 in our Router User Guide here

Please see page 5 in our Router User Guide here

Residential customers will be set up for their monthly subscription on a Direct Debit through GoCardless. Your payments are protected by the Direct Debit Guarantee offer by all building societies and banks who accept Direct Debits.

Business customers have the option of Direct Debit or bank transfer upon invoicing.

The equipment provided to you by Wildanet, the configuration (settings) and the installation process ensure that your service is set up securely according to industry standards.  

We advise you to change your password following installation and to keep those details protected.   

If you need to share your WiFi details we recommend using one of our SuperPods which comes with an easy-to-use App including password management and parental/visitor controls. 

If you introduce other equipment into your network (own bought mesh wifi for example) you are responsible for any security associated with this.   

You are responsible for activities that take place using your broadband whether done by you or a third party (Please refer to your T&Cs for details).

In the unlikely event there is a Wildanet network outage (a power failure or storm damage to our equipment for example) we will send you an email, SMS or both. We will then send updates, and once restored, we will confirm everything is back to normal.  

You do not need to do anything to restore service to the equipment at your home – this will happen automatically.

If you do experience a outage please do not reset your router by pressing the reset button without being asked to, it will reset settings which will remove any changes you’ve made (such as pairing to your smart TV or Alexa) or settings that we deliberately set up for you (for example to pair with SuperPods) and WiFi Credentials.

All equipment provided by Wildanet will be updated remotely (without us needing to visit your property) as and when necessary. If this involves any downtime we will contact you in advance, and will always try to do this in low usage times (typically nighttime/very early morning).

The new Fibre network provided to your home is Wildanet’s and is using the latest state of the art technology which is monitored 24/7.    

Our constant in-house monitoring ensures that any updates are done in controlled conditions and rarely negatively impact our customers. If we anticipate any interruption to your service we will notify you in advance with details.

In the rare event there is a short service disruption, you will not need to make any changes to your equipment locally. 

Simply no. Wildanet do not use the old copper lines and is all wireless meaning that you will not have to pay any line rental for something that you may not want or use.

Mesh WiFi systems help boost your speeds and/or fill in coverage gaps around a property.  

A mesh network consists of a router and one or more mesh satellites that work together to provide coverage. Connected devices (e.g laptop or mobile phone) are then automatically sent to the mesh device with the strongest signal. By placing mesh devices in different parts of the house, they can prevent dead spots and provide better coverage. 

Our network has been designed to battle the Cornish weather which means any heavy rainfall, storms, thick snow (yes it happens) and other conditions should have minimal impact on your services.

Smart home devices such as Amazon Alexa / Google Home are compatible with our broadband services. CCTV may require a Public/Static IP to allow remote access. Discuss your requirements with our Sales Team by calling 0800 0699906 or email [email protected]

All these platforms will work perfectly on our network without interruptions or buffering (say goodbye to that spinning circle).

We understand what it's like when everyone is back from university and streaming or gaming a lot. With Wildanet, you can upgrade or downgrade your package on a monthly basis to accommodate your broadband needs. Just give our Customer Services a call on 0800 0699906 who will be happy to set this up for you.