FAQs

No -the Call Flow policy and terms and conditions state you are not permitted to use your own router on the Call Flow network.

Non-Call Flow equipment connected to the network is not supported in any way by Call Flow and we will not assist with any issues that are experienced as a result of using non-Call Flow equipment.

Factory defaulting your router resets the credentials and changes you may have made to the router. We may ask you to do this if we need to logon to your router for any reason.

1. Place a pin or paperclip into the reset hole on the back of the router. Wait a few seconds until the power light goes red and the broadband light has gone out.
2. Once the power light has turned red you need to remove the pin.
3. Once this has been completed it takes around 10 mins for the router to “Sync Up”.
4. Do not press any other buttons during this time as this could break your router.

To complete a hardwired speed test, you will need to obtain a device which has an Ethernet port, allowing you to plug an Ethernet cable into that device from the router, for example a laptop/computer. Once this has been connected, please could you ensure that the wireless is disabled to eliminate any potential wireless interference. Find out how to disable your wireless.

Once this has been completed, you will need to browse www.speedtest.net and click ‘begin test’, this will give you three results: Ping, Download and Upload. Once the results are displayed on your screen, please could you either send an email to [email protected] with a print screen of these results, or on www.speedtest.net website, there is an option to send a link by clicking ‘share this result’.

Why should the above steps be completed?

If you plug your computer directly into the router using an Ethernet cable, you’ll get faster speeds than wireless. This is because Wi-Fi is subject to more interference (microwaves, cordless phones etc.) than a direct wired connection. With Wi-Fi, many more things can interfere including your neighbours networks, other devices using Wi-Fi and objects in the way such as walls. The signal will be stronger in some places than others, and even vary considerably in the same location!  Moving closer to the router will usually improve your wireless connection speed. As such, we need all tests to be carried out at our ‘demarcation point’ i.e. with a wired connection using a Ethernet cable directly into a laptop or similar and with no other devices connected i.e. using (stealing) your bandwidth.  This test will demonstrate the speeds we are getting to your property/router. Beyond this ‘demarcation point’ you will need to conduct your own diagnostics to identify issues within your premises.

If you have made any changes to the router that Call Flow have supplied, this could also be the cause of a variety of issues. Please contact our helpdesk if necessary, who can talk you through putting the router back to the configuration we supplied it with i.e. to rule out any changes you have made.