I’m not getting the speeds I signed up for

Depending on which router you have with your Truespeed service, you may have access to parental controls.

We recommend all Personal Care Alarms are compatible with a VOIP line. If you’re like to discuss connecting your Personal Care Alarm to your Truespeed service please contact our support team on 01225 300 370 or email ultrafast@truespeed.com.

Depending on what router you have with your Truespeed service, you may be able to make changes to your network.

Linksys router – Our new Linksys router allows unrestricted access to router settings.

Any other Truespeed routers – Any changes you want to make to your router, you will need to speak to our customer support team on 01225 300 370 or email ultrafast@truespeed.com.

Once you have installed your devices, any speed tests should be carried out using a Cat 5e ethernet connection between the router and the device.

If you’re finding that your Wi-Fi keeps dropping out, you may need support from a Mesh Wi-Fi System. We offer a Mesh Wi-Fi System called Linksys. This is a super easy, plug-in-and-play device that gives you an additional Wi-Fi boost around your home. To find out more here.

If you’re looking to get the most from your Wi-Fi follow our handy tips here.

In short, yes. If Truespeed is available in your area (check your postcode) then you can place an order and we’ll arrange your install day. As we run a brand new full-fibre line to your home we won’t impact your current connection.

You’ll need to let your current supplier know. If you are still in contract you might face an exit fee to pay.

If you’re having issues with your broadband, a simple ‘on-and-off-again’ reboot of your router and fibre termination box can fix a multitude of issues. Here’s how to reboot your Truespeed service.

– Turn off the FTU (Fibre Termination Unit) and your Truespeed Router.
– After 20 seconds, turn on the FTU and look for two green lights on the right-hand side.
– After a further 2 minutes, turn on your Truespeed router.
– Allow up to 5 minutes for the router to fully connect.

This should get you back online. If it doesn’t, or you have a different issue, call our Customer Support Team on 01225 300 370 or email ultrafast@truespeed.com.

There are a couple of options for you to try

If you’re struggling to get good Wi-Fi signal in some rooms of your home there are a few things you can try.

When we install Truespeed in your property, you’ll have two Truespeed boxes in your home: an FTU (Fibre Termination Unit) which is the small wall-mounted unit and your Truespeed Router.

Both boxes should always be plugged in and switched on. Once on, you’ll be able to see a power light located on the right-hand side of the FTU and the Power light located on the front of your Truespeed router.

An ethernet cable connects the FTU to your Truespeed router. The cable comes from the FTU into the blue ‘WAN’ port on the back of your Truespeed router.

For customers with a Linksys router, the ethernet cable from the FTU will plug directly into the port labelled ‘internet’ on the back of the Linksys router.

This will depend on which Truespeed router you’re using.

If you have our Linksys router, you can change this through your Linksys app.

If you have any of our other routers and need to change your Wi-Fi password, please call our customer support team on 01225 300 370 or email us at ultrafast@truespeed.com and we will be able to help you.

For business packages, we offer a fixed IP and bridging services. This allows you to use your own router which you can connect to the FTU (Fibre Termination Unit) and enjoy the benefits of a static IP.

For home packages, we supply the Truespeed router. However, you will be able to use your own router if you wish. If you’d like to do this, please contact our customer support team on 01225 300 370.

If you’re having issues connecting your Sky Q box to your Truespeed router, please contact our customer support team on 01225 300 370 or email ultrafast@truespeed.com

All modern broadband routers transmit two wireless frequencies called ‘bands’. Your Truespeed router has this capability and is classified as a ‘dual band’ router. Please note this is only for customers on our Zyxel or Fritz router.

Your Truespeed service should come back up automatically. If it doesn’t, you’ll need to reboot your Truespeed kit to get your internet back on after a power cut.

How to restart your Truespeed kit

• Turn off the FTU (Fibre Termination Unit) and your Truespeed Router.
• After 20 seconds, turn on the FTU and look for two green lights on the right-hand side.
• After a further 2 minutes, turn on your Truespeed router.
• Allow up to 5 minutes for the router to fully connect. This should get you back online.

If it doesn’t, or you have a different issue, call our Bath based Truespeed Support Team on 01225 300 370 or email ultrafast@truespeed.com.

This depends on which Truespeed router you’re using

Different devices have different W-iFi capabilities so there may be a reason why you can’t find TruespeedUltra WiFi.