Eurona Support

Connection Problems ?

On occasion, you may experience temporary or intermittent coverage or connectivity problems on our network or connected devices.
For example congestion can sometimes occur at peak times leading to temporary problems.
Network outages with Eurona are rare but can occur for various reasons such as systems failures, power outages, storm damage, or third party damage to infrastructure.


Follow these simple tips from Eurona to ensure your broadband and services are performing as they should be.
First try unplugging your router for 10 seconds and plug back in. Then wait a minute or so, has the service resumed? If you have any access points, mesh systems, switches or powerlines be sure to power these all down too. If it is still not working then call us on our freephone number 1800885522
Try the website on another network, like on a 4G moble connection. If it doesn't work then it suggests the website is currently down. If it DOES work on the other connection then access to the website could be restricted by your anti-virus or firewall protection on the original device.
In all instances it's best to test your connection with an ethernet cable plugged directly into the router (with a laptop or desktop) this will determine if the issue is the broadband or the Wi-Fi inside the property.
For fibre customers remember that not all devices are able to test speeds over 100Mb. If you encounter slow speeds from a test then please call us on our freephone number 1800885522
Many factors can cause emails to fail.

Space - Check that your mailbox isn't full, delete some unwanted mails first, empty spam or bin folders.
Security - New device? It might need permission granted to access emails
Size of the mail - Some clients like gmail don't allow more than 10Mb of files to be sent in one email.
Split large files ( especially video or images ) into several smaller emails
Server - Your email server might be down temporarily, Check online for outages from that client.
There are many factors that might be causing this to happen. If you are streaming via the TV directly or a device like an amazon Firestick, have you fully powered these down first and tried again? ie, unplugging the power and turning back on. If you have recently been installled is the device your streaming on maybe too far from the router? (you can check the signal strength in the devices network settings) It could be worth investing in a mesh system if it is range that's causing the issue.
There's no denying that more and more folks are entering the rhelms of IPTV for many services. Due to heavy loads on servers many experience buffering and sometimes place the fault to their broadband service.
Yet due to the nature of these streaming services you will find that some issues are isolated to individual channels.
If you find that your IPTV isn't working then firstly check another app like Youtube on the same device, if this is working then it will suggest the issue is not with the broadband but with the supplier of your service.
Oh No! All our modems are indivually configured for our customers meaning if you have reset your router it will need to be reconfigured. In some cases we can assist with this over the phone so give us a call. In some cases an engineer might need to visit or a new modem be sent out in the post. The golden rule with us is, NEVER RESET YOUR ROUTER
Some routers that we issue come with the username and password on the bottom of the equipment, yet for those that don't, give us a call on 1800 885522 and our team will assist you accessing your router.
However please tread carefully, we have important configurations within the internet settings (PPPoE settings) if you do make any changes to these there is a great risk your broadband will stop working.
For advice or assistance always give us a call first
Quite possibly the number one issue that most people face, especially with new homes or entensions.
Similar to Electrical suppliers we ensure that broadband is delivered to the property, however additional points are generally needed to ensure Wi-Fi is delivered all around a property.
We have some great mesh kits and other solutions on the site so feel free to take a browse or call us for more advice.
On very rare occassions some people find that one or two devices just aren't working.
The best thing you can try first is to "forget" the network within the devices internet settings.
Then re-attempt to connect and see if it's working. Sometimes particular devices (generally older devices) can cause a router to stop communicating.
Sometimes an older device is lingering on the network and causing others to face interupptions so be sure to diconnect them from the wi-fi to troubleshoot.
Generally speaking systems like this require a Public/Static IP address in order to view outisde of the home network.
We have the option for you to purchase a Public IP/Static IP, price is dependant on the service plan you are on.
So please call us on 1800 885522 for more assistance.
In many cases we actually identify the issue to be with additional devices such as powerline adaptors or cheaper range extenders.
Also cheaper extension leads, always be sure to change to a surge protected extension where possible.
Keep an eye on our social pages for live updates of interupptions or outages.
If you think it could be your router then we can perform tests remotely to check this for you

Top tips to maximise your broadband speed


The Internet connection and Wi-Fi supplied to you by us can deliver superfast speeds to suit your needs. However, there can be many reasons why you feel your broadband is not achieving full speed over Wi-Fi.


Distance

Nearly 80% of queries reported are in fact distance or range related. Although we supply advanced routers, the size/shape of your home can mean that some rooms experience a weaker signal. The further away you are from a router can impact the speed and reliability to the device you are using. Eurona offer a range of mesh kits that will extend your coverage amongst other solutions.
However, the placement of your router is always crucial to minimise this issue.

Your devices

Older mobile phones and laptops can struggle to reach the high speed provided by your fibre broadband. All your Wi-Fi devices communicate to your router at the same time.
However older ones take longer leaving your newer devices to wait to communicate to your router. This can slow them down and sometimes break your connection.
You should always ensure your equipment is up to date by regularly updating its software.

Physical barriers

Wi-Fi can have trouble penetrating thick or well insulated walls often found in older properties, while large fish tanks or windows can also reduce wireless signal strength. Yes, we did say fish tanks
What's more, items like wireless speakers, baby monitors, fairy lights, TVs and especially microwaves can cause electrical interference to your wireless signal.
We therefore always suggest your router be placed away from these appliances whenever possible, to ensure you are getting the best possible Wi-Fi speeds

Ethernet cable is always the winner

Many new homes are equipped now with ethernet (LAN) cables, placed in parallel with your electrical wiring during construction.
The best possible scenario anyone is to have several access points (routers/mesh kits) connected via these ethernet cables. This will minimise Wi-Fi range issues.
For those working from home and in offices, the best way to achieve the fastest possible speeds from your fibre broadband service is to connect your laptop or computer directly to your router/mesh, using an ethernet cable.

2.4Ghz and 5Ghz Wi-Fi connectivity

Some of our modems are equipped with two frequencies; 2.4Ghz and 5Ghz.
2.4Ghz reaches much further than the 5Ghz band.
So, we always suggest this rule:
If it moves, e.g., mobile phone, connect it to the Eurona Fibre 2.4Ghz option.
If it stays in one place e.g., a TV, then connect to the Eurona Fibre 5Ghz option.
5Ghz will demonstrate faster speeds but only within a short area beside the router. However only newer devices are compatible with 5Ghz

Speed Tests

The best way to test your speed is with an Ethernet/LAN cable plugged directly into your router and testing with a laptop or desktop PC.
A point to remember is this; not all older laptops or desktop PC's have Gigabit ports (capable of reading up-to 1000Mbps speeds). Some can only read 100Mbps.
Older mobile phones are only capable of around 70/80Mb, whilst newer and more expensive models can demonstrate speeds upwards of 400Mb (via Wi-Fi). If at any stage you are running a speed test and feel the expected speeds aren't being demonstrated, please call our support team for assistance.

Boosting your signal

Sometimes no matter how good a single router is, it cannot reliably cover your entire living space or business with a suitable Wi-Fi signal.
In such cases, it may be best to purchase a mesh system or additional access points.
By positioning one or more additional Wi-Fi access points in those hard-to-reach blank-spots, you could improve your fibre broadband speeds throughout your home/business.

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