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Frequently Asked Questions

Technical Support FAQs

Your burning technical questions answered

Linksys Velop

If you have a Linksys Velop the instructions are in your Linksys App. More information can be found here.

Huawei Router

Please follow the Huawei instructions here.

Many things can affect video/audio streams. Buffering is caused by a dropped connection between your router and your device, so a reliable internet connection is essential to play content smoothly. The faster and more reliable your connection, the less chance there is you’ll suffer from buffering.

Here are a some things to try if your streaming service is buffering: 

- Try a wired connection to rule out interference from another WiFi network

- Use a speed-checker to see if you’re getting the speed you should be. We highly recommend you read our Speed Test FAQ the obtain the most accurate results

- Make sure you’re not too far from your WiFi signal and it isn’t blocked by too many walls or other obstacles like TVs and microwaves

- See if there are other people on your network and if they’re hogging the bandwidth!

- Sometimes it’s a problem with the server you’re downloading from. See if you can switch to another server.

Sometimes even the best tech devices have a bit of a wobble. You can usually sort it out very easily.

- Try turning off WiFi on your device and turning it back on. This re-sets the connection.

- If this doesn't fix it, ‘forget’ your network in your device’s WiFi options. Then rejoin the WiFi network.

- If this still doesn’t fix it, turn your device off and back on again. This also re-sets the connection.

- If this doesn’t work, connect your device via a wired connection to the router if possible to see if it’s a broadband, router or device issue.

At Community Fibre, we understand how important having fast and reliable broadband speeds are to you. We have put together a guide here to test your speed. 

WiFi signals 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.

In order to further optimise your WiFi network, we suggest the following tips:

  • Do not reposition your router near other devices (microwaves, etc) - keep it located in an open position free of interference

  • Update the firmware of the router. More information can be found here 

  • Find the optimal WiFi Channel. More information can be found here

  • Consider a WiFi Extender or if you have a Linksys Velop you can purchase an additional node for £3/month, which is added to your bill. Contact our Customer Service Team on [email protected] or 0800 082 0770

LINKSYS VELOP

If you have a Linksys Velop the instructions are in your Linksys App. More information can be found here.

HUAWEI ROUTER

Please follow the Huawei instructions here.

Just plug an Ethernet switch into one of the ports on your router to increase the number of Ethernet ports available.


Netgear and TP Link have a wide range of Ethernet switches to buy.

Wired connections (plugging your devices directly into your router with an Ethernet cable) are fastest (up to 1 Gbps on the Linksys Velop router we supply as standard) and most reliable.

WiFi is slightly slower (up to 867 Mbps on the Linksys Velop), but is much more convenient because it’s a wireless connection, so you can move freely around your home or office.

We recommend using wired connections whenever possible, especially when downloading large files and gaming on PC/console.

You don’t need to worry about this. Your router will automatically find the strongest signal for your WiFi and keep checking it’s as strong as possible. If you do want to know more, check your Linksys App, or see the Huawei instructions. For more information click here.

Alternatively email or call the Customer Service Team on [email protected] or 0800 082 0770.

Please kindly note; if we identify that a fault has occurred because you have used equipment not supplied by us, or damage to our equipment other than fair wear and tear, then we may charge you for our costs in dispatching a technician to repair the fault (£50).

This charge is in addition to the costs incurred for replacing the equipment we originally installed.

If you incur a charge, as noted above, then we will apply the necessary adjustments to your next invoice in accordance to your billing cycle.

Megabits (Mb) and Megabytes (MB) are how we measure units of data, and Megabits-per-second (Mbps) and Megabytes-per-second (MBps) are how we measure data transfer speeds. The higher the number, the more data can be transferred per-second, so it’s faster.

There are 8 Megabits (8 Mb) in a Megabyte (1 MB), but most broadband providers refer to broadband speeds in Megabits (Superfast – 50 Mbps, Gigafast – 1,000 Mbps) because it’s a bigger, more impressive number!

We've put together a conversion chart for you to see how this translates:

SUPERFAST - 50Mbps = 6.25 MB/s
ULTRAFAST - 150Mbps = 18.75 MB/s
HYPERFAST - 400Mbps = 50 MB/s
GIGAFAST - 1000Mbps = 125 MB/s

The amount of data we use daily is increasing at an incredible rate as we use more smart devices in our homes and at work – 4K TVs, smart devices like Alexa, tablets, smartphones, laptops and much more. Each of these uses data (half an hour of Youtube can use 175MB, downloading an HD film can use 4GB), and when you, your housemates or family all want to do these things at the same time you need reliable high-speed broadband to handle it.

That’s why our incredibly fast full-fibre broadband lets you do more all at the same time, with no spinning wheels, drop-outs or re-starts.

No. We don’t need to. Our custom-built network has so much capacity that unlike many other broadband providers we never need to restrict the speeds our customers can get, even at peak times!

Yes. We do not restrict our service in any way, to give our customers maximum flexibility and control.

The Linksys Velop is highly configurable and fully supports VPN pass-through via Internet Protocol Security (IPSec), Point-to-Point Tunneling Protocol (PPTP) and Layer 2 Tunneling Protocol (L2TP)

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It may come as no surprise to you that the internet has become increasingly popular worldwide. So much so, that the widely used IP address format we know today (aka. IPv4) is due to be depleted in the near future. As such, we need to utilise a new format.

At Community Fibre, we have prepared for this and have taken measures to upgrade our network to accommodate the new IP format, IPv6 (a nod to those who have received emails announcing planned maintenance works to implement this upgrade!) We have also been recognised by the UK’s IPv6 Council with the Jim Bound award for our deployment of IPv6 in 2019.

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If you are unfamiliar with what this all means, you can review the differences between the two IPv formats here.

 

TL;DR:

  • IPv6 has 128 characters as opposed to 32. This makes it 1028 times larger in scope!
  • The text form of the IPv6 address is xxxx:xxxx:xxxx:xxxx:xxxx:xxxx:xxxx:xxxx, where each x is a hexadecimal digit, representing 4 bits. This is an entirely new format to what is currently used with IPv4 (which has the format xxx.xxx.xxx.xxx)

Once we have completed the necessary upgrades to our network, your equipment will automatically choose IPv4 or IPv6 depending on the web services you are connecting to. It is important to note that your connection will not be affected by each transition as both IPV4 and IPV6 will be enabled.

Kindly note, if you are using a third-party router (not supplied by us), that you will be required to configure the settings yourself in order to accommodate the IPv6 upgrade. The steps involved in completing this process will depend on your router manufacturer/model, so we strongly recommend proceeding to review your manufacturer’s support pages for the most accurate guides. However, general instructions are as follows:

 

  • Navigate to WAN interface section of router interface (normally accessed by entering 192.168.1.1 into your web browser of choice)
  • Select ‘Dual-Stack’ for the WAN interface (IPv4/IPv6)
  • For address/prefix source select DHCPv6 (and not the static option)
  • Enable prefix delegation (can be signified by ‘PD’ on your router’s web interface)
  • Select ‘Stateless Address Autoconfiguration or SLAAC’ for the IPv6 address creation method for your LAN

 

In order to verify you are on IPv6, simply use your preferred search engine of choice to ask “What is my IP address?” An example site is https://www.whatismyip.com which will show you any IPv4 and IPv6 addresses.

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Many of the most popular websites (Google, Netflix etc) are fully operable across IPv6, but some others are not. Therefore to ensure all customers are able to reach every website they wish to Community Fibre has rolled out an IPV4 address sharing technology for the SUPERFAST and ULTRAFAST package customers - these sharing technologies are widely used across the industry. This means that every customer will continue to have access to any website they wish to use. 

The technical details…

Community Fibre will use Carrier Grade Nat (CGN) for new SUPERFAST and ULTRAFAST customers IPv4 connectivity. 

This effectively means customers will transparently share IPv4 addresses. This is simply about how we manage the allocation of our available IPV4 addresses, with no disruption to service or impact on the security of any customer's connection. 

Some points to note…

There are, however, some applications that may be affected by CGNAT such as online gaming, VPNs, P2P applications and hosting a service (for example, a website) from your home.

For users of these services or applications, we recommend an upgrade to our HYPERFAST or GIGAFAST packages which allow a dedicated IPv4 address per customer. Plus, you’ll get faster speeds as well!

Please contact our Customer Service team on 0800 082 0770 who will be happy to assist you with upgrading your service.

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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