A home internet connection includes several different parts. PacketSky supports the internet service and the equipment supplied or managed as part of your package, but Wi-Fi performance throughout the home can also depend on the building, distance, interference and other devices.

Understanding the difference between the internet service and your home Wi-Fi network helps identify problems more quickly and makes it easier to choose the right solution.

Important: PacketSky will still help you troubleshoot the problem and identify where it is likely occurring. The support scope simply depends on which part of the setup is affected.

The internet service

PacketSky is responsible for providing and supporting the internet service supplied under your agreement.

This generally includes:

• Activating the internet service
• Providing the required connection settings
• Investigating service outages
• Checking the line or connection status
• Escalating faults to the Fibre Network Operator where necessary
• Supporting the PacketSky-supplied or managed router
• Assisting with service-related speed or connectivity problems

If the entire home is offline and no devices can connect through the router, PacketSky should be contacted so that we can investigate.

The Fibre Network Operator

Where your service uses fibre, the Fibre Network Operator, often called the FNO, owns and operates the physical fibre network.

The FNO is generally responsible for:

• The fibre network in the street or estate
• The fibre cable entering the property
• The ONT or fibre device
• Physical fibre faults
• Network outages on its infrastructure
• Fibre installation and repair appointments

PacketSky remains your point of contact. If the fault is on the FNO network, we will log and manage the escalation with the relevant operator.

The PacketSky router

The router is the point where the internet service enters your home network.

Where PacketSky supplied or manages the router, we can assist with:

• The internet connection settings
• Basic router configuration
• Checking whether the router is online
• Wi-Fi name and password changes
• Basic wireless troubleshooting
• Remote diagnostics where available

Do not factory-reset the router unless PacketSky specifically asks you to. A reset may remove the configuration and prevent the service from reconnecting.

Internet speed and Wi-Fi speed are not always the same

The internet service may be reaching the router at the correct speed while a device elsewhere in the home receives a slower Wi-Fi connection.

Wi-Fi performance can be affected by:

• Distance from the router
• Walls, floors and ceilings
• Concrete, brick, metal and glass
• Other Wi-Fi networks nearby
• Microwaves, cordless devices and electrical interference
• The position of the router
• The age and capability of the connected device
• The number of devices using Wi-Fi
• Mesh units, extenders or additional routers

This means that a fast internet package does not automatically guarantee the same Wi-Fi speed in every room, outside area or corner of the property.

Why can the Wi-Fi be good near the router but poor elsewhere?

A router broadcasts a wireless signal through the building. The signal becomes weaker as it travels further and passes through walls and other obstacles.

For example, Wi-Fi may work well in the lounge where the router is installed but be weaker:

• In distant bedrooms
• Upstairs or downstairs
• Behind thick walls
• In an outside room
• At the end of the garden
• In a garage or outbuilding

This does not necessarily mean that the internet service is faulty. It may mean that the home requires additional Wi-Fi equipment or better access-point placement.

What does PacketSky support beyond the router?

PacketSky can help determine whether the issue is with the internet service, the router or the Wi-Fi environment.

However, customer-owned equipment after the router may fall outside the standard internet-service support scope.

This may include:

• Wi-Fi extenders
• Mesh systems
• Additional routers
• Customer-owned access points
• Network switches
• Internal network cabling
• Smart televisions and streaming devices
• Security cameras
• Printers and home-office equipment
• Gaming consoles
• Smart-home devices

PacketSky may still assist with basic checks, but faults with customer-owned equipment may need to be handled by the equipment supplier, installer or a network technician.

What if Wi-Fi does not reach the whole property?

Larger homes, multi-storey buildings, thick walls and outdoor areas may require more than one wireless access point.

Possible solutions include:

• Moving the router to a more central position
• Installing a mesh Wi-Fi system
• Installing wired access points
• Running Ethernet cabling to distant rooms
• Adding an outdoor access point for garden coverage
• Replacing older wireless equipment

A Wi-Fi extender can help in some situations, but it may reduce performance and is not always the best option for a large property.

How can I tell whether the problem is the internet or Wi-Fi?

Perform a test close to the router and, where possible, connect a computer directly to the router using an Ethernet cable.

If the cabled connection works correctly but Wi-Fi is poor in another part of the home, the internet service is likely operating correctly and the issue is related to wireless coverage.

If both the cabled and Wi-Fi connections are offline or performing poorly, contact PacketSky so that we can investigate further.

See Why is an Ethernet cable better than Wi-Fi?

What will PacketSky do when the cause is unclear?

PacketSky will help isolate the likely cause of the problem.

We may ask you to:

• Test close to the router
• Perform a cabled speed test
• Restart the router and fibre device
• Confirm whether all devices are affected
• Disconnect additional routers or extenders temporarily
• Check the router and ONT lights
• Test another device

These checks help separate the internet service from the home Wi-Fi network and customer-owned equipment.

When should I contact PacketSky?

Contact PacketSky where:

• The entire home has lost internet access
• No devices can connect through the router
• The ONT or fibre device shows an unusual warning light
• The router appears offline
• A cabled device is also affected
• The connection is slow or unstable close to the router

When may I need additional Wi-Fi equipment?

Additional equipment may be required where:

• Only distant rooms are affected
• Wi-Fi does not reach an outside area
• The home has several floors
• Thick walls block the signal
• Several access points are needed
• A separate building requires coverage
• Customer-owned mesh or extender equipment is not working correctly

PacketSky can help identify whether the internet service is working correctly and advise when the problem is more likely related to Wi-Fi coverage or the internal home network.

Related guides

• What is wireless interference and how can I reduce it?
• Why is an Ethernet cable better than Wi-Fi?
• My internet speeds are slow. What should I do?
• How do I perform an accurate internet speed test?