How to take a Wi-Fi scan
A Wi-Fi scan helps us see what networks your device can detect and diagnose signal or interference issues. Please follow the steps below for your device. Apple devices (iPhone / iPad) Step 1: Download the app 1- Open the App Store 2 – Download AirPort Utility (by Apple) Step 2: Turn on Wi-Fi scanner (IMPORTANT) This […]
How to run a ping test
A ping test shows us how stable your connection is and any issues you may be experiencing. IMPORTANT: Please let the test run for 30 minutes. If you accidentally stop the test early, start again. The final summary is the key part. Windows devices Step 1: Open the Command Prompt Step 2: Start the ping […]
How to run a speed test
A speed test shows us how fast your device is receiving and sending data on the network. This helps us check whether slow speeds are affecting your connection. You can do this on a phone, tablet, or laptop. Important You only need to run this test once. Please stay as close to your access point […]
How do I connect?
You need to have had a router installed by one of our engineers to connect to the broadband in your Service Family Accommodation. If you haven’t done this yet contact 020 8129 4722 or email [email protected] Getting online at Vine Close To open an account and purchase a subscription, follow these simple steps: You will […]
Can I use my Wi-Fi to connect when I’m walking around Single Living Accommodation?
Unfortunately your Wi-Fi will only work inside of your own home.
What is the difference between fibre to the premises (FTTP) and fibre to the cabinet (FTTC)?
FTTP means the fibre optic cable runs directly to your home. FTTC means the fibre goes to a cabinet in your neighbourhood, with the final stretch using traditional copper wires, which provides a more unreliable and slower connection.
What should I do if I want to cancel or reschedule my installation appointment?
If you need to reschedule or cancel your installation appointment, you can call our customer service team on 020 8129 4722. Alternatively, you can email us at [email protected].
Will the engineer need access to every room in my home during installation?
Our engineer will usually need access to the rooms where our fibre equipment and router/mesh nodes will be located. To ensure full Wi-Fi coverage of your home, testing will need to be carried out and therefore access to all rooms would be required.
What happens if I have an issue with the installation or service?
Our installation engineer will be able to answer any questions or advise on any issues. Our customer services team is also on hand to help you.