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Frequently Asked Questions

Linksys Velop Intelligent Mesh™ Router

The Linksys Velop Intelligent Mesh™ router we supply as standard with all of our packages is worth £200 and one of the best routers on the market. Our Gigafast package comes with two nodes, for even better coverage over big distances and customers can get extra nodes for just £3/month.

All of your questions about your Linksys Velop answered. For the best experience is it highly recommended to download the Linksys app on your mobile phone. 

Yes, indeed we do!

You can view and download the following PDF Guide which will help you get familiar with your new equipment:

Introduction to WiFi & The Velop Mesh Solution

Please note this guide is available as a PDF download here

What is WiFi?

Put simply, WiFi is a data transfer sent through the air using a radio frequency. This results in a network of devices communicating together through wireless communication.

WiFi is transmitted from a wireless router (which broadcasts the signal) to wireless clients (devices such as computers, mobile phones and gaming consoles, etc). This frequency is broadcasted on two different frequency bands: 2.4 GHz and 5 GHz.



What Do The Frequencies Mean?

There are two different WiFi bands – 2.4Ghz and 5Ghz.

5Ghz uses a much denser wavelength. This means it has a higher bandwidth (e.g. speed, reaching 400-600mbps) but it is limited by a shorter distance and struggles to get through walls/obstructions, so its range is much shorter

2.4Ghz goes much further around the house as it can go through walls and other objects more effectively, but is slower and prone to interference issues. You’d struggle to get above 100Mbps on 2.4Ghz so it would not be ideal for gaming, for instance, but would be more reliable for devices such as Smart TVs.

We can see a comparison between the two frequencies below:

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Your router will automatically find the strongest signal for your WiFi and will continuously check if it’s as strong as possible. 



How Can I Improve My WiFi Signal?

As mentioned above, the WiFi signal (no matter which frequency is broadcasted) can be limited by physical obstacles and other environmental factors, such as: microwaves, bluetooth devices, baby monitors, cordless phones, security systems and other wireless devices in the same vicinity/close proximity to the router. Materials such as wood, water, bricks, marble, plaster, concrete and metal also limit WiFi’s effectiveness.

Our specialist installers will place our equipment in the most suitable location for the WiFi to be transmitted most efficiently inside your property. This would typically be in a central location and ideally on a wall mount or high shelf away from other appliances.

 

What is a WiFi Mesh Solution?

A WiFi mesh network is composed of the main WiFi router (a parent router) working with additional child/satellite router(s) which are located around your property, providing full WiFi coverage. Both the main router and child/satellite routers are the same device and model and share the same network name/credentials. The more routers that are installed and incorporated into the network, the stronger and faster the connection will be - allowing the users to maximise the maximum potential of the network.

The child routers will connect to either the main router or another child/satellite router (providing it is closer). Your devices will connect to the closest router automatically, therefore optimising efficiency. As you walk around the property, your device will connect to different routers seamlessly as they move around. This allows the local mesh network to operate at maximum efficiency, and faster, as packets of data are not required to be sent to a central server. This is different from installing an extender/booster where the user would typically need to switch between each broadcasting device when moving around the property.

Another advantage of a mesh system would be that less Ethernet wires are required for each router, allowing the network to be truly “wireless”. Furthermore, the additional child routers will be automatically configured once linked to the main node and will allow the user adaptability as more or less coverage is required in the property.

What’s more, your router will update itself automatically with the latest firmware to keep you safe and secure. It intelligently monitors WiFi coverage, self-healing technical issues as they occur so that you get seamless, uninterrupted WiFi.

One Velop is as effective as a competitor’s equipment - but with child routers (i.e. a Mesh setup) you’ll certainly notice the advantages! These are always available to be added on to whichever package is chosen at a price of £3/month per router.

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We highly recommend downloading the Linksys app on your smartphone. It gives you ultimate control over your home network, with great features such as Parental Controls, Guest Access, Easy Setup and much more. 

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Alternatively, scan the following QR code which allows you to jump right to the app store from your device:

In order to gain access to your Network settings via. the app, please follow these steps:

  1. Launch the Linksys app.

  2. Tap Log in.

 velop login - step 2.PNG

  1. Tap on Log in with Router Password.

 velop login - step 3.PNG

  1. Tap Reset Password.

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  1. Enter the five-digit recovery code located on the product label shown at the bottom of ANY of your routers that are part of your Velop system.

 velop login - step 5.PNG

  1. Once the code has been entered, you will be prompted to enter a New Password and an optional Password Hint.


    velop login - step 7.PNG

  2. Tap Submit to save your settings.

Light not coming on?

Check under your router and make sure the power switch is in the ON position (pictured below)

 

For SUPERFAST users who have the Linksys Dualband Router (Model WHW01) please see the correct position of the power switch below:

Please note: We recommend that you never press the reset button to revert to the factory settings unless instructed to do so by Community Fibre. This is because you will lose the info input by our Engineers at installation - as such, it would usually take us much longer to get you back up and running in the event you encounter a service issue.

The following steps will provide instructions on how to recover the admin password. 

 

  1. Launch the Linksys app.

To download the app, please visit the following link for your chosen device:

Android - https://play.google.com/store/apps/details?id=com.cisco.connect.cloud

iOS - https://apps.apple.com/gb/app/linksys/id533516503

or scan the following QR code:

  1. Tap Log in, highlighted in red below. Do not select “Launch Setup”

 

 

  1. Tap on Log in with Router Password. This option is located at the bottom of the screen, highlighted in red below:

 

 

  1. Tap Reset Password. This option is located above the ‘Log in’ button and is highlighted in red below:

 

 

  1. Enter the five-digit recovery code located on the product label shown at the bottom of your main router.

 

 

 

  1. Once the code has been entered, you will be prompted to enter a New Password and an optional Password Hint.

 

Note: We recommend using the password originally supplied at the point of installation in order to maintain consistency and for quicker customer support.

 

 

  1. Tap Submit to save your settings.

We are happy to provide a step-by-step guide to assist you change your Wi-Fi credentials.

IMPORTANT: Changing your wireless settings may cause your wireless devices to disconnect from the router. Depending on the changes that you’ve made, you may need to reconnect your wireless devices with the new settings. 

Please note that we strongly recommend you use the original password supplied with the equipment in case it is forgotten or if you are required to factory reset the router.


Step 1: 

On a mobile device connected to your existing network, tap the Linksys app  icon.


Step 2: 

You will be prompted to Log in. Please tap the Log in with Router Password link and not the blue “Log in” button.

Step 3:

Select 'Reset Password'

 

Step 4: 

Enter the recovery key on the underside of the router:


Step 5: 

Reset your admin password. The App will now show you the dashboard.

Step 6: 

Tap the Menu  icon.


Step 7: 

Tap on Wi-Fi Settings.


Step 8: 

To select the field you want to change (Wi-Fi network name or password) simply tap it then tap Save once you are finished editing changes. Wait for the settings to be saved successfully then reconnect all wireless devices, if necessary.

You should now have successfully changed your router's wireless settings using the Linksys app.

For instructions on how to run the most accurate speed test on both a mobile and desktop device, please refer to our Speed FAQ.

Our Superfast, Ultrafast and Hyperfast packages come with one router as standard. Our Gigafast package comes with two for the best experience! 

Additional routers are available for £3/month which is added to your bill. Contact our Customer Service Team on [email protected] or 0800 082 0770.

Firstly, please do not attempt to reset your equipment unless instructed by a member of Community Fibre's staff - this will ensure no settings are lost or otherwise altered.

Kindly note that additional routers are referenced as ‘Nodes’ in the App. This is purely an industry term for ‘router’.

  1. Make sure that your main router is connected to a power source and turned ON, showing a solid blue light on the top.

 

 

  1. Open the Linksys app
  2. Tap on Log in
  3. Tap on the “Use Admin Password” tab




  1. Enter the admin password. The default password is the same as the setup Wi-Fi password on the sticker under your router.




 For SUPERFAST users who have the Linksys Dualband Router (Model WHW01) please see the correct position of the Wi-Fi credentials below:

  1. Tap on Set Up a New Product.

 

  1. Tap on Add Nodes to xxxxx.

 

NOTE:  The xs represent the name of your Velop Wi-Fi.  In the sample image below, the name is VELOPWIFI.

 

You may be prompted to turn ON your Bluetooth®.  Bluetooth is used for setup purposes only.  For Android™ devices, tap YES to automatically turn ON Bluetooth.  For iOS devices, you may need to turn on Bluetooth manually.  Otherwise, proceed to the next step.

NOTE:  For some Android devices, you may be prompted to turn ON the location access for Bluetooth setup purposes only.  You will need to turn ON the location access to complete setup of an additional router.

 

8. The app explains how to place additional routers.  Tap Next.

 

 

  1. Gather all the items shown on the screen.  Tap Next once ready.

 

 

  1. Plug in a router into a power outlet then tap Next.

 

 

  1. Wait for the light on top of your router to turn solid purple.  It will blink blue while starting up.  Tap The light is purple.

 

 

The app will look for your router.

 

 

  1. Once your router has been found, tap on the Next button.

 

 

  1. Wait while the router is being added to your Velop system.

 

 

  1. The app will let you know whether you placed the router in a good spot.  If you are too close to other routers or too far away, the app will suggest moving it.  Tap Next.

 

 

  1. After placing your router in a good spot, give the router a name.

 

 

 

  1. That’s it.  Tap Next.

 

 

NOTE:  After setup is complete, the router will go through a firmware check.  If a new firmware is available, it will update automatically.  Otherwise, setup will continue and will prompt you to log in to the app dashboard. 

You have now added a router to your existing Velop network. 

 

To enable parental controls on your home network, please follow these steps:

Step 1: On a mobile device connected to your existing network, tap the Linksys App  icon.

Step 2You will be prompted to provide your Linksys cloud account. Enter the necessary credentials and tap Log in. Or, for local access, you can tap the Log in with Router Password link instead.

Step 3: Tap the Menu icon on the Dashboard.

 

 

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Step 4: Tap Advanced Settings.

 

 Step 5: Tap Local Network Settings.

 Step 6: Scroll down through the menu options as per the below

 

Step 7: Tap the > symbol next to DNS settings.

 

Step 8: Select Manual settings:

 

 

Step 9: Repeat Step 6, and scroll down back through the menu options as per the below

 

 

Step 10: Prepare to type in the DNS sections 1 and 2, as below:

 

 

Step 11: Enter the following credentials: 

DNS 1 - 185.228.168.168

DNS 2 - 185.228.169.168

 

 Step 12: Save changes.

 

 

 Step 13: All done! You have successfully configured Parental Controls.​

 

More information about the Linksys Velop WiFi system can be found here.

 

We are happy to provide a step-by-step guide to assist you split your Wi-Fi frequencies.

Step 1:

Launch a web browser and enter “192.168.1.1” in the Address bar.

 

Step 2:

Select the Click here link.

Step 3:

Click the link next to For local access. Please ignore the other options on this screen.

Enter your admin password in the field. The password will be on the underside of your router (as pictured below).

For SUPERFAST users who have the Linksys Dualband Router (Model WHW01) please see the correct position of your router password below:

Then, click Sign In.

You will be taken to the primary router’s dashboard.

Step 2:

Under Router Settings, click Wi-Fi Settings.

Step 3:

Under Wi-Fi Settings, click Show more. 

Enter and select your preferred settings for each band.

Step 4:

Once you are satisfied with your settings, click the Apply button.

Step 5:

When the Using different Wi-Fi names pop-up window appears, click Use different names.

Step 6:

When the You're updating Wi-Fi settings pop-up window appears, click Yes.

Step 7:

Click Ok.

Your Velop system will restart. All wireless devices will be temporarily disconnected from the internet. When your Velop system is ready, you can reconnect your devices to the node with the new Wi-Fi settings.

Step 1:
Log in to the Velop Dashboard.  For instructions, click here.
 
User-added image
 
Step 2:
Tap the plus User-added image icon beside Device Prioritization.  You will then be taken to the Device Prioritization section to add devices.
 
NOTE:  By default, Device Prioritization is OFF on your Velop.
 
Step 3:
Tap Add a device.
 
User-added image
 
Step 4:
Select up to three items from the list provided then tap Save.
 
User-added image
 
After selecting a device, a Speed Test will begin to determine the best performance and prioritize your devices accordingly.  Your download speed results will be displayed.
 
User-added image
 
If you need to run a Speed Test again to fine-tune it, tap on the speed number provided by the Speed Test.
 
User-added image
 
When Device Prioritization has been configured, the Dashboard will display up to three devices.
 
Device Prioritization on your Velop is now properly configured.  

To upgrade to the latest firmware please click here

Firstly, please do not attempt to reset your equipment unless instructed by a member of Community Fibre's staff - this will ensure no settings are lost or otherwise altered.
Step 1:
Make sure that your parent router is connected to a power source and turned ON.
 
User-added image

IMPORTANT:  A parent router refers to the node that is physically connected to your modem.  All other nodes in your Velop system are considered child routers.
 
Step 2:
Press and hold the reset button at the bottom of the device.  The light on top of the parent router will turn red and fade in three pulses.  Do not release the button until the light goes out and then turns bright red.
 
User-added image
 For SUPERFAST users who have the Linksys Dualband Router (Model WHW01) please see the correct position of the reset button below:

After you reset and reconfigure the parent router, all child routers will no longer be part of your Velop network.  

Step 3:
Once you're done resetting the parent router, perform the same steps above on each child router. 

Step 4:
When you've successfully reset all your routers, you should now be ready to set up your parent router and child routers again.  Click on the links below for instructions:

Setting up the first or primary node of your Velop system using an Android™ device
Setting up your Velop system with an iOS mobile device
Adding a node to your existing Velop system using an Android mobile device
Adding a child node to your Velop system using an iOS mobile device

Step 5:
After you're done setting up all your routers, check if everything has been added to your Velop network by going to Velop Administration.  To access this page from the dashboard using an iOS device, tap the menu User-added image icon then tap Network Administration.  If you're using Android
™, tap Velop Administration.
 
User-added image

You can access the official Linksys support documentation here

If required, Linksys technical support can be reached below:

Tech Support: 02 030 274 625 (Local line; Domestic Charges apply)
Support in English: 24/7/365

RMA: 02 030 274 625
Support in English: 9am – 7pm (Mon-Fri)

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 08:00-22:00. In addition to English, we can offer support and advice in Spanish, French, Portuguese, Italian, Romanian, Hindi, or Punjabi. 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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