FAQs

Category: Fibre to the Cabinet

Why am I not seeing the expected download speed on my device?

It is likely to be down to one of these two factors:

Device compatibility. Your laptop or other device may not be capable of supporting the download speed that is being delivered to your router. The general rule of thumb is the older your device the slower speeds you will see. To test your device speed connect it directly to the router using the Ethernet cable and run a speed test. Alternatively, you can ask your device manufacturer about the maximum speed capability for your particular device.

Wi-Fi constraints. The only way of guaranteeing the full potential broadband speed to is to use a wired connection between your router and the device. Any device that is connected wirelessly will be using Wi-Fi technology. Wi-Fi has limitations that affect the speed of the connection and these limitations exist for any wireless router on the market.

We want you to experience the best possible connection quality for devices from your broadband service and we regularly test our wireless routers against other routers on the market. Call Flow only selects equipment that has comparable performance to the most popular routers but does not guarantee the performance is greater or equal to all routers on the market, and Call Flow will not be responsible for wireless coverage from the router.

Radio waves can be blocked by walls and floors. Other objects and devices can interfere with the signal, including the likes of LED lights, microwaves and cordless phones, as well as nearby routers using the same wireless channel. Even the atmosphere can cause issues.  As you move around your home, you can see the strength of your Wi-Fi network connection fall and rise, affecting the speed accordingly. You may even have blackspots in your home where the Wi-Fi signal doesn’t reach at all.

You can extend coverage using a variety of devices such as ‘powerline’ and ‘Wi-Fi extenders’, but Call Flow cannot offer any advice or support as to what might be the most suitable for individual circumstances.

Please note that in many cases Wi-Fi bandwidth is shared, this means the more devices you have using the same wireless signal, the slower all will perform. You can minimise this by ensuring your router is placed in the optimum position in your home, but it’s highly unlikely that you will achieve the same levels of stable performance that you will get from using a wired connection.


How do I know if my slow connection is caused by Wi-Fi issues?

You should test your speed by connecting a device to your router with an Ethernet cable, such as the one supplied with the Call Flow router. All other wired, ‘extender’ and wireless devices must be disconnected at the time of testing.

If you need assistance with this, or if the problems persist after testing with the wired connection, then please call our Helpdesk team on 0800 280 0590.

Call Flow will request that further testing is undertaken after the router has been reset to the configuration with which it was supplied. All such testing is designed to identify which side of the service demarcation point the issue lies i.e. the Customer side or Call Flow side.


I have had a letter from my current provider advising that you are not taking over my telephone line, why?

As part of the switch and go live process Call Flow start by applying to take over your broadband which takes around 10 working days. Once this is live we apply to take over your telephone line. This is why you may have a letter advising you that they will be keeping your telephone line service as we would not have applied to take this- yet.


I already have broadband, how do I switch?

All you need to do is look up your postcode on our postcode checker and pick which package you want. If fed from one of our cabinets we’ll contact your current provider to arrange the transfer for you.


When should I cancel my current broadband service?

When you are fed by FTTC you don’t need to let you existing company know that you are moving your services elsewhere but they may contact you to confirm that the migration is taking place. This is often just a standard letter that you will receive in the post.

We would always advise customers to check with their existing provider before moving elsewhere, just to ensure that they don’t apply any hidden catches or leaving penalties.


What happens on your broadband “go live” date?

If your line is on the Openreach network and we are migrating your broadband service over first:

You should still have a working broadband service with your current supplier. The process  on the day starts with an Openreach engineer who will carry out all the needed work at the green cabinet. No need for anyone to come to your house and install anything so you do not need to be in!

You will go live at anytime between 8am and 6pm and you will just need to plug your new fibre router into either the supplied microfilter or directly into your master socket with one of the included yellow Ethernet cables. We include a set up guide in our welcome pack sent to you with your new router along with your wireless details. You may experience a small amount of “downtime” which can be between 10mins to 1 hour whilst the engineer carries out the work at the street cabinet.

TIP: You will notice your current broadband stops working and this is a good indication to make the router switch over!

If your telephone line is not on the Openreach network and you do not currently have a broadband connection or your had a new line installed:

The process still starts with an engineer who will carry out all the work at the green cabinet. No need for anyone to come to your house and install anything! You will go live at anytime between 8am and 6pm and you will just need to plug your new fibre router into either the supplied microfilter or directly into your master socket with one of the included yellow Ethernet cables. We include a set up guide in our welcome pack sent to you with your new router.

TIP: We suggest plugging in your router at anytime that day ready for the broadband to sync up once the work at the cabinet has been completed.

What do I have to do to transfer to you for broadband and telephone?

Firstly you will need to complete our order form and direct debit mandate with your chosen broadband and telephone requirements. We will then be in contact with you to advise the order is being processed, the standard process is that we apply to take over your broadband which takes 10 working days and then once this is live we will apply to take over your telephone line which takes a further 10 working days.

In the meantime, your current provider will be notified of the transfer by us. It really is as simple as that!


Will an engineer need access to my property on my go live date?

All work is completed at the broadband cabinet so no access will be needed to the property. On go live day you will just need to plug in your supplied router. You can “go live” between 8am and 6pm. You may see around 10-30 minutes broadband downtime between your old broadband supplied router stopping and your Call Flow broadband going live.


Do we need to have a telephone line at the property to have your service?

Customers will need to have a working telephone line at the property as our service runs through the telephone line.

Customers may have a “stopped” line at the property and we would be able to restart this.

If they do not currently have one, then a new line will need to be installed prior to the broadband going live. We can arrange for this to be installed via Openreach which is £90 Inc VAT.

To find out please get in contact with us at sales@callflow.co.uk