If you’re a Gigaloch customer with a live internet connection, this page will help you troubleshoot any issues and get the best speeds possible.

If your connection is suddenly on the go-slow…

There are a number of ways you could be inadvertently making your broadband lose its mojo. Check out the blog post here which explains how to properly check the speed coming into your router and how to maximise the speed coming out.

If you’ve checked your speeds and it’s not as we promised, call us without hesitation because this is something we really need to know about!

But if your incoming speeds are OK and you nod your head or slap your forehead when you read our list of bandwidth blockers, this could be the root of your problems.

If none of the information applies to you, scroll down to our section that explains how to reset your router and give that a try. When you’ve re-booted try connecting your devices one at a time to see if you can identify whether another gadget may be causing any issues.

If you keep hitting brick walls, feel free to get in touch and we’ll be happy to see if we can help.

Is your connection slow in certain areas of your property but performing well in others?

The closer you can put your router to the centre of your coverage area, the better reception will be throughout your house. If you’ve got thick stone walls, an unusually long house or live in a fortress around a cobbled courtyard, that could be a useless piece of advice and your home might be too much for one router to handle. It might be time to consider purchasing a wireless repeater or boosters to extend its range.

Has your connection stopped working altogether?

Don’t panic, there could be a million reasons why you can’t connect and many of them are easily fixed.

Firstly, look at your router. Are the lights on?
If they are, you have power to your router and that’s a great start. If they’re not, check the power is on at the socket and the cable is connected.
If you sheepishly turned on the power or re-plugged the cable, back slowly away and rest assured, your secret is safe with us. If however, everything is connected correctly and your modem still isn’t powering up, you need our help, so get in touch.

Are any of the lights red?
A red power button signals a malfunction, so try resetting your router – make sure you follow the instructions on the manual or further down on this page to ensure you do this properly. If this doesn’t resolve it, give us a call.
A blinking red button could signify that the router’s firmware is updating – frustrating but best to give it a chance to do its thing and come back later.

Are any of the lights missing?
The internet icon light (the one that looks like a globe with a grid on it) shows if your wifi is working or not. If it’s not lit up at all, it could be that someone has accidentally turned it off by pressing the WPS button. If so, hold the WPS button down for 10 seconds until the light flashes on again and hopefully this means your problem is solved.

No joy? Time to reset your router?

That’s right, it’s time to repeat any techy help-desk’s favourite phrase ‘try turning it off and on again’. It really could be all you need to do to get everything working again. But wait, before you reach for the socket, follow these instructions to make sure you do it the right way.

1. Disconnect your devices and unplug the power and ethernet cables from the modem.
2. Wait 2-3 minutes for the modem to fully power off.
3. Reconnect the power and ethernet cables to the modem.
4. Wait for the internet light to turn solid, then check if the internet is working properly. If it is, reconnect your devices one at a time to see if you can troubleshoot your problem that way.

Problem solved? Hallelujah, what are you waiting for, that internet won’t surf itself!

Still having problems? We’re here for you. Before you start to have disturbing flashbacks of those darker pre-gigabit days, pick up the phone and give us a call.

If you’re feeling surprisingly zen about your connectivity issues, you can always tell us what’s happening by email and perhaps attach a photo to give us a complete picture. We’ll endeavour to get back to you today, or tomorrow if it’s outside office hours.

If during all this troubleshooting you’ve noticed a commotion outside and it transpires the neighbours are also up in arms about their loss of connection, the chances are we already know about the problem and we will be on it.

As our fibre networks are built underground, our cables tend to be better protected than overhead lines. When damage occurs, it’s usually done by a digger or agricultural machinery during the working day, which means it’s highly likely we can locate the break and make the repair within a few hours.

Looking for something else?

If you have any other questions or there’s anything else we can do to help, click here to let us know.

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