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Frequently Asked Questions

Huawei HG8245Q2 - Slow Speeds

At Community Fibre, we are dedicated to ensuring our customers get what they pay for. As such, we need to ensure you are receiving the correct speeds which correspond to your chosen package. 

The first thing we need to take into consideration is how we are connecting to the internet. Most customers connect through Wi-Fi as it is more convenient than having a cable connection obstructing the property. Although Wi-Fi has the advantage of convenience, it has the disadvantage of reliability.  

It is possible to reach great speeds in one room and not be able to connect at all in another room. 

In regard to the Wi-Fi frequencies – 2.4GHz and 5GHz, we need to keep in mind that, although 5GHz is faster in principle, it is much more difficult for the signal to pass through walls and also it’s subject to more interference. On the flipside, 2.4GHz will provide speeds up to 450Mbps-600Mbps while still having a much easier time going through walls and combating interference from other devices. 

In most cases, moving the router to another location (away from electrical devices and larger metal objects) will noticeably increase the signal strength in some places of your home.  

To retrieve the most accurate results, we are required to test with an Ethernet cable. Please connect your laptop to LAN1 on the home gateway and perform a speed test online (via. Speed Testwhile specifying ‘Community Fibre Limited’ as your provider, as below: 

 

If speeds are much slower than expected – please perform a hard reset on the router by inserting a pin or needle into the reset hole (located on the side of the device) for at least 20 seconds. 

 

For more information about how to run an accurate speed test, please visit our Speed FAQs. 

Need more help?
If you can't find what you are looking for in our FAQs , please get in touch with our friendly London based Customer Service Team. We are available 7 days a week, 365 days a year from 06:00-22:00. In addition to English, we can offer support and advice in French, Hindi, Punjabi, Spanish and Somali. If you require support in these languages, please email us to request a call back from one of our Customer Service representatives.
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Community Fibre Ltd
Level 3, 83 Baker Street, London W1U 6AG
© Copyright Community Fibre Ltd. All Rights Reserved
logo
Community Fibre Ltd
Level 3, 83 Baker Street, London W1U 6AG
© Copyright Community Fibre Ltd. All Rights Reserved