Troubleshooting Guide
Is your Wi-Fi slower than expected? Check out our quick and easy guide to troubleshooting your Wi-Fi speeds!
Important: Never turn off your Fibre Connection Box unless specifically asked to do so. Your Fibre Connection Box is the connection between your Zzoomm Hub (the router) and the wider network, this is typically located on your inside wall where the Fibre enters your home.
Step 1 – Check there isn’t a known network issue
Please visit https://zzoomm.statuspage.io/ to check the network status. Also, please check if you have received any emails or texts from us informing you of a network fault. Make sure to check your spam/junk folder.
Step 2 – Check your Wi-Fi speed
- Please connect to your Zzoomm FAST network over Wi-Fi
- Please visit https://zzoomm.com/help/technical/test-your-broadband-speed on the device you wish to test.
- Take a screenshot of the results in case you need to reference them later.
- Repeat steps 1 – 3 on multiple devices.
Is the Wi-Fi speed underperforming on just one device or across many devices that you have tested? If you are experiencing underperforming Wi-Fi on just one device, it’s likely a fault with the individual device rather than your Wi-Fi. Check our device compatibility
Underperforming Wi-Fi across many devices? Let’s look at what impacts Wi-Fi speed.
Distance from your Zzoomm Hub or WREX Access Point
The closer you are to your Zzoomm Hub or WREX device the stronger the Wi-Fi signal.
Is the Wi-Fi speed consistently slow in specific areas of the home? It may be time to consider getting a WREX Access Point. to find out more about what a WREX Access Point is Click here. And email help@zzoomm.com to order one.
Is the Wi-Fi route clear?
Like all signals, they weaken over distance and through walls & ceilings.
Check Obstructions: Walls, floors, and large metal objects can interfere with your signal. Imagine Wi-Fi as a car driving through town to reach your home. The fastest route is a clear main road, but obstacles like roadworks (walls), traffic lights (ceilings), or congestion (metal objects) can slow it down, making the journey longer and reducing speed.
Devices like microwaves, cordless phones, and baby monitors can interfere with Wi-Fi signals. Try turning them off temporarily.
A busy network is a slower network
The more devices connected to your broadband, the slower the Wi-Fi speeds on each device will be, because every device connected will take a piece of your connection. The more intensive the requirements, the more of your connection the device will take. Examples of intensive usage are; online gaming, a games console downloading the latest update, cloud backups of computers or phones, large downloads or uploads, and streaming HD or 4K movies.
To fix this, temporarily disconnect all devices you’re not using from your Wi-Fi.
Test without third-party equipment
For the most accurate results, we recommend testing your broadband speed using only Zzoomm-provided equipment. However, we understand that cables can sometimes be lost or damaged. While you can use third-party equipment, keep in mind that it may not provide the best results, as it could be faulty or incompatible.
Step 3 – Restart your Zzoomm Hub
Let’s try restarting your Zzoomm Hub & connected devices.
Did you know that significant uptime and usage can impact the devices’ ability to function properly? Just like us, our devices need a rest from time to time.
- To restart your Zzoomm Hub, unplug it at the socket and wait 30 seconds then plug it back in. It is important to check that you’re unplugging the Zzoomm Hub and not your Fibre Connection Box.
- Now restart your devices using your Wi-Fi connection. Restarting will vary on each device, so please follow the manufacturer’s instructions.
Not sure if your devices are using Wi-Fi or an ethernet connection?
- Wi-Fi is used when there are no cables connecting your device to the broadband. You likely entered a password the first time you connected to the Zzoomm Hub.
- Ethernet connections use a cable plugged directly into the Zzoomm Hub and do not require a password for the initial connection.
Step 4 – Check your broadband speed
Finally, let’s see if there is a fault with your broadband connection.
Let’s connect a compatible device to your Zzoomm Hub using the ethernet cable – this should have been provided to you during your installation. Not sure what device to connect? Typically, laptops, computers and game consoles will be compatible with this connection type.
- Plug in one end of the ethernet cable to your Zzoomm Hub
- Plug in one end of the ethernet cable to your device
Disconnect all other devices from your broadband network. That also means turning off Wi-Fi on phones, tablets, laptops and of course not forgetting that smart speakers, smart doorbells too. The only device left that should be connected to your broadband network is the one you’ve just connected using the ethernet cable.
Now, we want to test your broadband speed. If you don’t know how to do this, please visit https://zzoomm.com/help/technical/test-your-broadband-speed on the device you just connected with the ethernet cable.
Run this test multiple times and ideally over the course of a day.
The speed results should be a similar number to the name of the broadband plan you are on with Zzoomm, for example if you are on our ‘200 Full Fibre’ plan the speed result should read a number around 200.
However, if you are on our 1Gig (1,000Mbps) or 2Gig (2,000) plans, don’t be surprised if the device you are testing does not reach those numbers. See device compatibility below for more information before contacting us.
To find out what Zzoomm plan you are on, please see your latest bill which would have been sent to the email address linked to your Zzoomm account.
If the results are as expected, then there will be no fault with your broadband connection. Wi-Fi is a little more complicated and varies from user to user, it may be time to contact us to discuss further options including getting you a WREX device.
If the results are significantly lower than expected:
- Check every other device that could be connected to your broadband network is not connected.
- Try testing your speed using another device for comparison
If the results are consistently lower than expected, there may be a fault with your broadband connection. It’s best to email help@zzoomm.com or call us on 03333 119933.
Still having trouble?
Call our Customer Care team for further assistance, let us know you have been through the steps above. We will be happy to help!
We are here on 03333 119933
Monday – Friday 8.00am – 8.30pm
Weekends & Bank Holidays – 9.00am – 5.30pm
Device Compatibility
The Zzoomm broadband speed is fast, our technology is advanced and new. So new, some devices can’t keep up. Are you testing your speeds on new devices?
Every device has a maximum speed it can reach over Wi-Fi & ethernet. As technology develops and Wi-Fi capability improves, newer and more expensive devices can reach faster speeds over Wi-Fi. Older devices can’t keep up to the same speed as new devices.
Please follow the manufacturer’s instructions to see if your device supports the following Wi-Fi;
- Wi-Fi 4 (802.11n)
Release Year: 2009
Max Speed: Up to 30-60 Mbps
Typical Usage: Browsing, streaming in standard definition, light gaming.
Devices: Significantly older laptops, smartphones, and smart home devices.
- Wi-Fi 5 (802.11ac)
Release Year: 2014
Max Speed: Up to 250-550 Mbps
Typical Usage: Streaming in HD, online gaming, video conferencing.
Devices: Older laptops, smartphones, smart TVs, and gaming consoles.
- Wi-Fi 6 (802.11ax)
Release Year: 2019
Max Speed: Up to 600-700 Mbps
Typical Usage: Streaming in 4K/8K, multiple devices connected simultaneously, enhanced gaming.
Devices: Recent laptops, smartphones, smart home devices, and gaming consoles.
Once you’ve discovered what your devices support then you know what capability to expect from them when testing Wi-Fi.
