Help Center

If you're experiencing connectivity issues, follow these steps:

• Check Your Router's Status Lights: Refer to your router's manual to understand what each light indicates. Typically, a solid green light signifies a good connection, while red or blinking lights may indicate issues.
• Restart Your Router: Unplug the router from the power source, wait 30 seconds, and plug it back in. Allow a few minutes for it to reboot fully.
• Inspect Cables and Connections: Ensure all cables are securely connected and undamaged. Loose or frayed cables can disrupt your connection.
• Test Multiple Devices: Determine if the issue is isolated to one device or affects all connected devices. If only one device is affected, the problem may lie with that specific device.
• Check for Service Outages: Visit our Service Status Page to see if there are any known outages in your area.

If the problem persists after these steps, please contact our support team for further assistance.

Experiencing slower-than-expected speeds? Try the following:

• Run a Speed Test: Use our Speed Test Tool to measure your current download and upload speeds.
• Reduce Device Load: Disconnect devices not in use, as multiple devices can consume bandwidth and slow down your connection.
• Optimise Router Placement: Place your router in a central location, elevated, and away from obstructions or electronic devices that may cause interference.
• Update Firmware: Ensure your router's firmware is up to date. Refer to your router's manual for instructions on checking and updating firmware.
• Use Wired Connections: For critical tasks, connect devices directly to the router using an Ethernet cable to achieve more stable speeds.

If slow speeds continue, please reach out to our support team for personalised assistance.

To enhance Wi-Fi coverage:

• Optimal Router Placement: Position your router centrally and elevated, away from walls and electronic devices that may cause interference.
• Use Dual-Band Routers: If available, utilise both 2.4GHz and 5GHz bands. The 2.4GHz band covers a larger area, while the 5GHz band offers faster speeds over shorter distances.
• Limit Interference: Keep the router away from devices like microwaves, cordless phones, and baby monitors, which can interfere with Wi-Fi signals.
• Consider Wi-Fi Extenders: For larger homes, Wi-Fi extenders or mesh systems can help eliminate dead zones and provide consistent coverage.
• Secure Your Network: Ensure your Wi-Fi network is password-protected to prevent unauthorised access, which can slow down your connection.

Router lights can provide valuable information about your connection status:

• Power Light: Should be solid. If off, check the power connection.
• Internet Light: Solid or blinking green indicates a good connection. Red or off may signify a problem.
• Wi-Fi Light: Indicates wireless activity. If off, Wi-Fi may be disabled.

If any lights indicate an issue:

• Restart the Router: Unplug it, wait 30 seconds, and plug it back in.
• Check Connections: Ensure all cables are securely connected.
• Consult the Manual: Refer to your router's manual for specific light indicators and troubleshooting steps.

If issues persist, contact our support team for further assistance.

Resetting your router can resolve persistent issues:

• Locate the Reset Button: Usually a small pinhole button labelled "Reset."
• Press and Hold: Using a paperclip, press and hold the reset button for about 10 seconds.
• Wait for Reboot: Release the button and allow the router to reboot fully.
• Caution: This will erase all custom settings, including Wi-Fi passwords and network names. You'll need to reconfigure your router after the reset.

For detailed instructions, refer to your router's user manual or visit our Router Reset Guide.

To protect your network:

• Change Default Credentials: Update the default admin username and password to something unique.
• Enable WPA3 Encryption: If available, use WPA3 for the highest level of security.
• Disable WPS: Wi-Fi Protected Setup can be a security risk; disable it if not in use.
• Regular Firmware Updates: Keep your router's firmware up to date to protect against vulnerabilities.
• Monitor Connected Devices: Regularly check for unfamiliar devices connected to your network.

If a single device is having trouble connecting:

• Forget and Reconnect to the Network: Go to your device's Wi-Fi settings, select your network, and choose "Forget." Then reconnect by entering your Wi-Fi password.
• Check for Software Updates: Make sure your device's operating system and Wi-Fi drivers are up-to-date, as outdated software can cause connection issues.
• Move Closer to the Router: If the signal is weak, try connecting while closer to the router to see if that resolves the issue.
• Restart Your Router: Sometimes, restarting the router can help reconnect devices that may be experiencing issues.

If these steps don’t solve the issue, the problem may lie with the device itself rather than the Wi-Fi. Check with the device manufacturer or consult our support team for further assistance.

To check if Orbus Broadband is available in your area:

• Visit Our Availability Checker: Use our Postcode Checker to confirm if we offer service in your location.
• Enter Your Postcode: Simply type in your postcode, and we’ll let you know what plans and speeds are available.
• Register Interest: If Orbus isn’t currently available in your area, you can register your interest, and we’ll notify you once coverage expands.

Buffering can disrupt your streaming experience. Here are some quick fixes:

• Test Your Internet Speed: Run a speed test to see if you’re getting the speeds expected with your plan. Buffering may occur during peak times if speeds are lower than expected.
• Switch to 5GHz Band: For streaming, using the 5GHz band often provides a more stable, faster connection.
• Limit Other Devices: Reduce the number of active devices connected to your network while streaming to maximise bandwidth.
• Adjust Video Quality: Many streaming platforms allow you to reduce video quality, which can reduce buffering on slower connections.

If buffering issues persist, our support team can help with further troubleshooting.

We're here to help! If you need assistance with your broadband service:

• Online Support: Visit our Help Centre for troubleshooting articles, FAQs, and more.
• Email Support: Contact us at support@orbus.co.uk, and a member of our customer service team will get back to you as soon as possible.