FAQs

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.

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.

VoIP

If you opt to switch off your traditional telephony services you can instead use a service that provides telephony over the internet, such as VoIP. There are many suppliers of VoIP services, many of which are free of charge. You will save between £16 and £18 per month on line rental if you cancel your traditional telephony service.

Wi-Fi calling (mobile phones)

Wi-Fi calling is a service found on many Apple and Android phones, which allows you to make and receive phone calls over your broadband connection while you are in range of a Wi-Fi network. Wi-Fi calling is usually free to use. To find out if your mobile provider and device supports this service, and how to set it up, please follow the links to their website provided below:

• EE
• O2
• Three
• Vodafone

Power outage information

It is very important to note that internet voice services rely on a power supply. The service will not continue to work indefinitely if there is a power outage. If you are using telephony over your Call Flow broadband connection and the power outage is within the Call Flow network, you will usually be able to make and receive calls using the voice port for at least one hour. After this, you won’t be able to make or receive calls until Call Flow has restored the power. If there is a power outage within your premises you will not be able to make and receive calls until your energy provider has restored power to your premises, unless you implement your own temporary power arrangements.

Wi-Fi calling is a service found on many Apple and Android phones, which gives the ability to make and receive phone calls over broadband/wifi, rather than using the traditional phone masts. Wi-Fi calling is usually free to use and simple to set up. To find out if your phone supports Wi-Fi calling simply check with your mobile provider. Below is a list of links to each mobile provider to find if your phone supports this service and how to set it up.

EE

O2

Three

Vodafone

By using Wi-Fi calling you will simply be using up your broadband data allowance rather then using a Landline phone tariff which may not be as flexible as your mobile phone tariff. By doing this you could also then look at cancelling your phone line altogether which would could save you between £16-£18 a month depending on your tariff.

Wi-Fi is susceptible to countless environmental factors. Radio waves can be blocked by walls and floors. Other wireless devices can interfere with the signal, including the likes of microwaves and cordless phones, as well as nearby routers using the same wireless channel. The age of devices can also have an effect on your speeds, the general rule of thumb is the older your device the slower speeds you will see. Even the atmosphere can cause issues. Call Flow are not responsible for wireless coverage. Customers can extend coverage using a variety of devices such as ‘powerline’ and ‘wi-fi extenders’, although Call Flow cannot offer any advice or support as to what might be the most suitable for individual circumstances.

Finding the best place for your router to live:

Our routers are strongest when you’re in line-of-sight.  Large dense obstacles like brick walls reduce its strength, and sources of electrical interference like cordless phones or radios.

Firstly, find your master telephone socket as this is the best socket to connect your router to. It’s usually closest to where the telephone line comes into your home or office. It is not necessary to have to connect your router to this one however you’ll get the best broadband performance from it, especially if you have a long line length from our cabinet. This is also the best home for your router if you’re having issues such as connection dropping.

WiFi Interference:

Your router as you may know uses radio signals to connect to devices, these can be interrupted by other electrical appliances in your home or work environment.  So its best to try and keep your router away from microwaves, fridges, baby monitors and other devices of this nature.

Wifi Channel:

If you’re having problems with your wireless, you should check it’s connected to a channel that’s as free as possible. You can use this guide on how to change your wireless channel.