Borders Online (like other internet services) operates on a “best endeavours” basis. Please bear in mind that broadband networks are complex and prone to failure. We do our best to make our network as resilient as possible at a reasonable cost. However, if your internet connection is vital, then ensure that you have a back-up connection in case of break downs.
When testing your broadband speeds, this should always be done when connected to your router using the Ethernet cable. If you do not do this, the test is primarily a test of the performance of your WiFi connection, which is usually much slower than a direct Ethernet connection.
If you are running two broadband connections check in the settings menu of your phone/tablet/laptop that you are connected to Borders Online and not to your secondary connection.
Our network may be affected by congestion during peak periods, especially if you are trying to view High Definition or Ultra-High Definition streams or files. Switch to Standard Definition if necessary.
- the router is powered on (lights should be on);
- there is a green or red light showing for the port where the antenna is connected;
- if you have a black PoE injector box, it’s also plugged in and switched on (usually there is a small white light on it);
- all of the cables are properly seated.
If all else fails, switch the router power off at the wall for 30 seconds and then switch back on.
If your connection is via a repeater on another property, check that it is on; this could be on a neighbour who has switched things off while they are on holiday for instance!
Please remember that if you host a repeater that serves other properties you should not switch off your electricity supply as it will stop their connection!
The best way to report a fault is via email as it will go straight into our ticket system and gives us an easy way to get back to you:
However, if you have no internet and can’t send an email, you can also use the following:
- Telephone: 0131 564 0086 – leave a voicemail.
- Text: 07570 741 382 (Don’t call this, it isn’t a phone!)
If you wish to track the progress of a ticket, you can access your tickets via:
Wifi speeds and coverage are affected by many factors outside our control, particularly in large houses or ones with thick walls. In addition, trying to connect 10 or more devices to a single WiFi router is likely to degrade performance. If you want to extend your WiFi around your house, the best option is to use Homeplug/Powerline adapters which use the electrical wiring. There are many supplies of such adapters but we have had good experience with Devolo and TP-Link adapters.
Your router comes with a Wifi Password which is shown on the router label.
To change the password, please contact our support line stating the new password you would like and emailing it to: firstname.lastname@example.org
We will then update your password remotely, please note this down for ease of use.
Your data usage is recorded over a rolling 30-day period.
To keep within the data limit you can regularly check your usage by going to: http://my.bordersonline.net.
Bookmark this link in your browser to make checking easier. If you go over your data limit your speeds will automatically be reduced until you drop below the threshold over a 30 day period or contact us to upgrade the data package.
Contact Borders Online for private work to set up your WiFi or Network systems. Borders Online provides general IT consultancy services around systems and networks, along with more bespoke solutions.
You can get more information at: https://www.bordersonline.net
Sky-Q, Sonos and some other devices have their own built in WiFi network that allows them to ‘mesh’ together, so one device can pass media to another, without having to use your local home network or cables.
Sounds good on paper.
The reality, is that they do this by using a private WiFi network, usually in the 5Ghz range. Until recently, many WiFi devices used 2.4Ghz frequencies, so this private network was pretty much out of the way. Since around 2016, most new devices (tablets, phones, laptops etc) now come with ‘dual band’ WiFi adapters – meaning they can use 2.4Ghz and 5Ghz frequencies, so the possibility of interference is much more likely.
Sky-Q is the main problem here – by default, Sky set up their Sky-Q boxes to use the full 80Mhz of available spectrum for indoor use in the 5Ghz range. So if your home WiFi router is dual band, and your iPad opts to use 5Ghz for it’s connection, then either your internet connection will be affected, or the Sky-Q boxes won’t work properly / disconnect. Either way, this usually results in a support call to us to say the internet isn’t working, or Sky-Q isn’t working properly and it was before.
With all these technologies, frequencies are limited; consider an analogy of walkie-talkies, if a pair of people are having a long conversation on a channel, nobody else can use it. Scale that up to streaming video to multiple rooms, and suddenly Sky-Q has stopped access to the internet via 5GHz WiFi in your house.
- Where possible, use network cables to connect fixed devices. TVs and Sky boxes rarely move much, so run a cable from the router to them and disable their WiFi. If you can’t easily run cables, look at things like Power Line ethernet to use the ring mains instead of WiFi.
- If you really need to let these devices use WiFi to communicate between themselves, then check the settings for them; see if you can limit or control how much frequency (or channel width) they use. For the Sky-Q case, you need to talk to Sky and ask them to change your Sky-Q boxes so they only use a 40Mhz channel – which then leaves the other 40Mhz free for your normal WiFi to work properly.