If you are currently experiencing trouble with your connection we recommend completing the following steps before contacting us:
Ensure everything is connected properly, ensuring you can see power indicator lights on all your equipment (remembering to check the fibre termination unit as well as the router) and ensuring all the wires are nice and secure
Following this, please power-cycle your equipment.
How to restart your Truespeed kit
Restarting your equipment also resets the network connection, and can solve a multitude of problems. We will often ask you to do this if you call us with a problem.
Here’s how to do it:
- Turn off the FTU (Fibre Termination Unit) and your Truespeed router. Please turn them off at the socket to be absolutely sure there’s no power reaching them.
- Wait for at least 20 seconds and then turn on the FTU. Wait for it to fully re-boot, you will see two green lights on the right-hand side.
- Wait for a further two minutes, and then turn on your Truespeed router.
- You should see some lights coming on straight away, and then your equipment will cycle through a number of other lights and colours whilst it fully reconfigures itself – this can take up to 5 minutes.
- Once the lights are stable you should be able to re-connect all your devices.
If this doesn’t work, or if you have a different issue, call our Bath-based Truespeed Support Team on 01225 300 370 or email ultrafast@truespeed.com.
