Let’s kick things off by breaking down some of the key technical terms you’ll likely come across when exploring broadband products and services. Whether you’re comparing providers or looking into the finer details of a broadband package, understanding these terms will make the process smoother.

Broadband

FTTP – Fibre-to-the-Premises – When we see the term ‘full fibre’ or ‘real fibre’ this is usually referring to a specific type of fibre optic technology where you have fibre all the way into your premises from the exchange. This is the fastest type of broadband technology available and is being built across the UK over to deliver and support the next generation of the internet. Its currently capable of delivery up to 10 times faster than a traditional fibre (FTTC) connection, and in future will be up to 100 times and more.

FTTC – Fibre-to-the-Cabinet – Traditional fibre broadband that is delivered using a mixture of copper and fibre optic cable uses this type of technology. This is commonplace and has been the dominant technology for the last decade or so. This has now become unreliable and is not capable of delivering the increasing amounts of speed and data the common household and businesses now consume.

Ultrafast / Gigabit Broadband – This is a next generation broadband connection (which we are offering) that can offer a connection of 1 Gigabit per second (1Gbps or 1Gb/s). We are offering this to all customers with a variety of packages on offer to choose from.

ADSL/ADSL2+ - Asymmetric Digital Subscriber Line - This is an old broadband technology that has been here since the start of broadband (just after dial-up internet). It does not use any fibre optic cable and instead uses only copper cable. Its only capable of delivering a maximum of 24Mbps and is commonplace is rural areas where fibre or fibre/copper mixtures have not historically been able to reach. This is what we are here to change!

ISP – Internet Service Provider – That’s us! Internet Service Providers are companies that offer access to a broadband connection to consumers and businesses.

MAC Address – Media Access Control address – This is a unique address found on almost all devices that connect to the internet or a network. Laptops, computers, mobile phones, routers, printers and much more all have one of these to help identify themselves to the internet. Our engineers use information like this when setting up your connection for the first time.

Mbps & Gbps – Megabit and Gigabit per second – This is an abbreviation used to show broadband speed. The higher the number, the faster your broadband speed is capable of. 1000Mbps is the same as 1Gbps. You sometimes will also see this written as Mb/s or Gb/s for ease.

Router / Hub – This is small box installed in your home where your home devices all connect too. They often contain a modem (but they are sometimes separate, especially in full fibre installations) that provide access to the internet.

Modem – Not a phrase used by much in the UK as modem have traditionally been installed inside routers. A modem is what provides the connection in your home to the internet. In full fibre installations this is the small box installed on your wall or skirting board near to where the fibre enters your home.

WEB

Wi-Fi – The standard technology used around the world to allow wireless devices (such as mobile phones, laptops etc) to connect to the internet without wires. There are different versions of Wi-Fi, and they are getting better all the time. Wi-Fi 5 is commonplace now with Wi-Fi 6 starting to appear in modern routers and devices. It’s backwards compatible so it will always work with older versions.

Digital Telephone / Voice-over-Internet-Protocol – This is how modern phone service is delivered. It uses only your internet connection and does not require any traditional copper line or dedicated phone socket. It plugs into your broadband router and often allow clearer calls and enhanced features. We offer this!

Streaming – Streaming data (usually audio and video) on demand allows customers immediate access to music, films and more without the need to wait to download them first. This is how modern content services like Netflix, BBC iPlayer, Amazon Prime, Spotify, Apple Music and more operate.

VoD – Video on Demand – This is another term used to stream and download videos from content providers. Modern TV services offer this with BBC iPlayer, ITV Hub, All4, My5 and more.

Yes, you can, we offer Static IP addresses as an add-on to your broadband package. If you need one please contact us and we’ll set on up for you. Charges may apply.

Why do I need a Static IP address?
Some customers may need to setup port forwarding, host servers or security equipment, or provide payment services. These can require or benefit from a Static IP address which is able to route to the public internet effectively.

Using VPNs with Our Broadband Network

We support the use of VPNs on our broadband network and do not implement any measures to block or prevent their use. You are free to choose any VPN provider that suits your needs.

However, please be aware that using a VPN can sometimes cause unexpected behaviour with certain services. For instance, you may encounter issues such as emails not functioning correctly or difficulty accessing specific websites. These issues are due to interactions between the service and your chosen VPN, and are beyond our control. While most users will not experience any problems, occasional issues can arise.

VPNs usually come with a compromise in speed as they run your broadband connection through their own network. You should expect slower speed when using a VPN.

Please note that we do not provide support for VPN-related issues. If you require assistance from our support team, ensure that your VPN is turned off so we can effectively help you.

Understanding Dual Band Wi-Fi on Voneus Zyxel Routers

Our Voneus Zyxel routers are dual-band routers that broadcast two wireless frequencies: 2.4GHz and 5GHz. By default, these routers use the same network name (SSID) for both frequencies, allowing a 5GHz-capable device to connect seamlessly to either band under a single network name (SSID).

However, not all dual band devices behave the same way and some devices do not cope well with a single network name (SSID) for both frequencies.

Potential Issues with Dual Band Devices

Despite this convenient setup, not all dual-band devices handle a single network name (SSID) for both frequencies effectively. Some devices may experience issues such as:

• Failure to Connect: The device may not connect wirelessly to the router at all.

• Frequency Limitations: The device may only connect to the 2.4GHz frequency, even when within the range of the 5GHz frequency.

• Intermittent Connections: The wireless connection might drop intermittently.

• Slow Speeds: The device may experience very slow wireless speeds.

How to separate your Wi-Fi frequencies

Connect to your Voneus broadband router

1.      Open your web browser and go to http://192.168.1.1

2.      Login with user ‘admin’ and the ‘login password’ printed on the back of your broadband router.

3.      If prompted to change your password, press skip

4.      If prompted to check your internet connection settings, press skip

5.      You’ll reach the main dashboard.

Disable Mesh Mode

1.      Open the menu (top right) and go to Network Setting > Wireless

2.      Go to ‘Mesh’ tab

3.      Disable ‘MPro Mesh’

4.      Press ‘Apply’ and accept the warning message and wait for the settings to apply.

Separate the Wi-Fi frequencies

1.      Open the menu (top right) and go to Connection Status

2.      Go to ‘WiFi Settings’ and click on arrow.

3.      Disable ‘Keep 2.4G and 5G the same’ tick box

4.      Give your 2.4G and 5G networks a unique name – we recommend adding 2.4G and 5G to the end of each one, respectively. This makes them easy to identify when connecting your devices.

5.      Press Save and wait for settings to apply.

Any devices already connected, will be disconnected, and you’ll need to add the devices to the relevant wireless network (the device that had a problem will likely need to be connected to the 2.4G network).

This article is aimed for customers who need to change their DNS settings in their router. This could be for many reasons but it’s required for some external services (for example Sky Q) to work correctly with some broadband companies such as ourselves . We do not recommend changing these settings unless there is a genuine reason to do so. You should be comfortable with navigating your broadband router and understand that doing this incorrectly can result in your losing your internet connection.

If you are not comfortable doing it yourself, please contact us and we’ll be able to assist you.

Warning: Under no circumstances should you factory reset your router, you’ll lose your internet connection.

Connect to your Voneus broadband router

1.      Open your web browser and go to http://192.168.1.1

2.      Login with user ‘admin’ and the ‘login password’ printed on the back of your broadband router.

3.      If prompted to change your password, press skip

4.      If prompted to check your internet connection settings, press skip

5.      You’ll reach the main dashboard.

Find and update DNS settings

1.      Open the menu (top right) and go to Network Setting > Home Networking  

2.      Scroll down to ‘DNS Values’ section

3.      Change ‘DNS’ to ‘Static’ (it will be ‘DNS Proxy’ by default)

4.      Enter 8.8.8.8 in DNS Server 1 and 8.8.4.4 in DNS Server 2 (you can use another DNS service if you wish, but Google DNS is our recommended option).

5.      Press ‘Apply’ at the bottom of the page to save the settings.

Update your Broadband settings

1.      Open the menu (top right) and go to Network Setting > Broadband

2.      There should be 1 item listed, select ‘Modify’ button on the right

3.      Scroll down to ‘DNS Server’

4.      Select ‘Use Following Static DNS Address’

5.      Enter 8.8.8.8 in DNS Primary Server and 8.8.4.4 in DNS Secondary Server (you can use another DNS service if you wish, but Google DNS is our recommended option).

6.      Press ‘Apply’ at the bottom of the page to save the settings.

Restart your broadband router

1.      Open the menu (top right) and go to ‘Restart’

2.      Press ok when prompted

Allow your router around 5 minutes to restart and your new DNS settings will active.

You can find out more about Smart Wi Fi here.

A mesh network ensures your internet effortlessly reaches every corner of your home. Whether you’re in the living room, bedroom or the attic, your entire home can be online. Mesh networks help your internet work harder even in signal dead spots to ensure uninterrupted connectivity in the most hard to reach corners of your home. You may need to add extra units to reach all areas of your home. Pricing starts from £5 for 1 unit. 

Yes, you can use your own equipment in addition or instead of the equipment we provide. However, please note that you are responsible for the installation and maintenance of your own equipment. We do not guarantee that your equipment will be compatible or work effectively with our service or the equipment we supply. For more information, please consult the manufacturer of your equipment.

If any of the equipment we’ve provided is faulty or needs an upgrade for technical reasons (not including voluntary upgrades you choose), we’ll notify you and provide a return address. We may replace the equipment before receiving the faulty unit, but you’ll still need to return the faulty equipment to us. Please note that we are not liable for faults caused by improper use, tampering, or failure to follow our instructions.

Our Zyxel routers are state-of-the-art routers that are free with all of our packages.

Speeds may vary depending on the size of your property, thickness of the walls and where your router is placed. The good news is our friendly team are on hand to advise you on how to get the very best coverage in your home, and what additional equipment you might need.

What is device speed? 

Device speed is the actual internet speed a specific device (like your phone, laptop, TV, or gaming console) gets from your broadband connection while in your home. 
 

What affects device speed? 

Several factors can influence the speed your device experiences: 

• Distance from the router: The further your device is from the router, the weaker the Wi-Fi signal, and the slower the speed. 

• Connection type: Devices connected with a cable (Ethernet) generally get faster and more stable speeds than those connected wirelessly (Wi-Fi). 

• Device hardware: Older or budget devices may not support faster speeds due to limited hardware capabilities. For example, older devices may use Wi-Fi 5, which is slower than newer Wi-Fi 6 or Wi-Fi 7 technologies. 

• Number of devices sharing the connection: If multiple devices are connected at the same time, your broadband speed is shared among them. For instance, with a 500 Mbps package and 10 devices connected, each device might get around 50 Mbps on average. 

• Home layout and materials: Wi-Fi signals weaken as they travel through walls or large objects, especially those made of concrete, brick, or metal. Items like water tanks or appliances can also block signals. 

What is line speed? 

Line speed is the overall broadband speed delivered to your home. It’s the total speed available to all your devices combined, as determined by your broadband package. 

What influences line speed? 

The factors depend on the type of broadband you use: 

• Wireless broadband: The distance between your home and the mast can impact speed. The closer you are, the better the connection. 

• Fibre broadband: Fibre optic cables provide consistent, high-quality speeds. Unlike older technologies (like copper phone lines), the distance from a cabinet or exchange has little impact. 

• Peak usage times: During busy periods, such as 8–10 PM, your line speed may drop due to high demand on the network or on services like Netflix, BBC iPlayer, or gaming platforms. 

Example: Device vs. Line Speed 

Let’s say you have a broadband package with an average line speed of 500 Mbps. 
You’re using: 

• Two mobile phones 

• A smart TV 

• A gaming console 

If all four devices are online at the same time, the line speed is shared. Each device might get an average of 125 Mbps, depending on how much bandwidth they’re using. 

How to Test Your Broadband Speed 

Testing your broadband speed is a helpful way to understand how well your connection is performing. To get the most accurate results, we recommend using reputable and well-known speed test providers: 

• Speedtest.net: A popular choice with many servers worldwide (and our recommendation). 

• Cloudflare Speed Test: Provides more detailed data about your connection. 

• Fast.com: A simple test provided by Netflix, ideal for streaming performance insights. 

Why are speed test results sometimes inconsistent? 

Different speed test providers use various methods to measure your broadband speed, which can result in variations. This makes it tricky to get an exact picture of your connection’s true performance. In this guide, we’ll use Speedtest.net as an example, as it’s one of the most widely used and trusted options. 

Tips for getting the best results 

• If you have a device like a laptop or desktop computer with an Ethernet connection, test your speed using that first. Wired tests generally provide the most accurate results. 

• When testing with a mobile phone or tablet, stay in the same room as your router, and stand in front of it (not to the side or behind it). 

• Place your broadband router is up off the floor, and ideally facing into the room (the antenna’s point forwards, and slightly downwards from the router). 

• Run multiple tests at different times of the day, to get a more accurate view of your broadband speed under different conditions.  

Completing a speed test 

• Press ‘Go’ and wait for the test to complete.  

• Ensure that other activities (e.g., streaming, gaming, or large downloads/uploads) are paused while running the test, as these can skew the results. 
   

Important notes about speed tests 

• Speed tests provide a representation of your connection speed, not an exact measurement. 

• Share your results with us should you have a concern, we’re here to help you.  

Can I use port forwarding? 

Most customers don’t need to use port forwarding. However, if you’re running a web server, game server, CCTV system, or similar services, you may need to forward ports to allow outside access to specific devices on your home network. 
 

Why isn’t port forwarding available by default? 

Like many internet service providers, we share IP addresses across our customers (a practice called CGNAT, or Carrier-Grade NAT) due to the limited availability of IPv4 addresses. 

Because of this, port forwarding isn’t possible unless you have a Static IP address. If you require port forwarding, you can order a Static IP from us at the current rate. 

Once you have a Static IP address assigned, you can setup port forwarding on your router.  

Do we restrict any ports? 

To ensure our network stays secure and reliable for everyone, we manage some ports carefully: 

• Outbound Ports: We do not restrict access to any outbound ports. 

• Inbound Ports: Most ports are unrestricted. However, port 25 (inbound), commonly used for unencrypted SMTP email traffic, is restricted for security reasons to prevent spam and abuse.