Clicknet Support

We're here to help. Call us on 0800 1070732 or check our trouble-shooting guides below.

Trouble-shooting

Five things to try first

Many of our customers with broadband connection problems find that the following steps help.

  • Make sure there are lights on your Hub. If not, check the power cables are plugged in properly and it's switched on at the mains.
  • Turn off your Hub, computer and any devices you're trying to connect for five minutes before restarting. This can really help.
  • There might be a temporary problem with the network that's affecting every broadband connection in your area. You can check for network problems by entering your telephone number on the BT service status page >
  • Broadband needs a working phone line. So, check you can make a phone call and that there's no noise on the line.
  • The issue may be with your internal telephone extensions rather than being a problem with your phone line itself. You can easily check this by connecting your Hub to your test socket. 

Help with WiFi

Here's how to get the strongest signal possible from your Wi-Fi network. They're just some general suggestions, so if any don't work, stick with the ones that work best for you. Alternatively check our general guide on How to improve Wi-Fi signal.

Have I found the best home for my router?
This can be a bit tricky, because there's two things you need to keep in mind. Where's best for both your broadband and your Wi-Fi signal. Here are some tips to help you decide.

Best for your broadband signal
First of all, find your master telephone socket. This is the best socket to connect your router to. It's usually closest to where the telephone line comes into your home or office. You don't have to connect your router to this one. But you'll get the best broadband performance from it, especially if you have a poor quality or long line.

If you find your broadband works just as well in other sockets, go ahead and use them instead. But if you're having problems, like connection dropping regularly, use the master socket whilst you're sorting it out.

Best for Wi-Fi signal
For the strongest connection, it's best to put your router:

  • out in an open space in your home or office, that's not on the floor
  • close to your computer (somewhere central in your home or office is best)
  • away from any thick walls, metal objects or electrical appliances

Don't worry if you can't do them all, but do as many as you can.

How do I get rid of Wi-Fi interference?
Your router uses radio signals, which can be interrupted by other electrical appliances in your home. Microwaves, Bluetooth devices, cordless phones, fridges and baby monitors are some of the most common culprits. So, try and keep your router away from them.

If you're getting a lot of problems when you use a cordless phone, you might need to get one that broadcasts on a higher frequency. Before you buy one, tell the retailer about the problem you're having, so they can advise you on the best phone.

How do I get the best from my Wi-Fi channel?
For 2.4GHz Wi-Fi routers there are 13 channels for Wi-Fi in the UK, each giving a slightly different frequency. You'll only be connected to one, so the others can sometimes disturb your connection.

So, how does your router decide which one to connect to? Well, it'll usually try to choose the one being used the least in the area.

The new ClickNet Hub One router is even cleverer. It uses dual-band Wi-Fi, which means it connects to two different frequencies, to give you an even stronger Wi-Fi signal.

Get the best from your new Hub One router by using devices alongside it which work on 5GHz. Newer computers should work fine, but older machines might need a bit of upgrading. You can do this easily using a dual-band USB dongle.

If you're having problems with any router, you should check it's connected to a channel that's as free as possible. There are ways to check how many routers are using the same channel as you. If, when you look, your router is using a channel with a lot of devices on it, you'll be better off changing to a less common one. Channel one, six or eleven will usually give you the best speed.

Setting up your router

Before you can do anything, you'll need to make sure your broadband connection is up and running. We'll send you a text or email when it's good to go.  Here's a few tips to think about when you are getting everything working:

Your broadband will work best if your router's connected to the master telephone socket. Avoid putting your Hub somewhere where air can't get to it because it can become hot.

Things like thick walls and concrete floors can actually weaken your wireless signal. So put your router as close to where you're going to use it as possible.

It's best to leave your Hub on all the time if you can. Have a read of our broadband speed tips for more on why.

There's more advice in our article on getting the best Wi-Fi signal.

Check you’ve got everything you need

As well as your Hub One setup guide, you should have:

  • your Hub One
  • a power supply (this'll come in two parts)
  • an Internet cable with grey ends
  • a microfilter
  • an Ethernet cable (with yellow ends)
  • a handy reference card (stored on the back of your Hub)
  • Connect your microfilters
  • Microfilters stop your phone and broadband signals interfering with each other. Without them, you'll probably get problems with your broadband connection and speed, or noise on your phone line.
  • You won't need microfilters if you've got a double master socket, so the first thing to do is check what type of socket you've got.
  • Standard master socket or no master socket – you’ll need to use microfilters if your socket looks like this
  • Double master socket – you won’t need a microfilter if you’ve got a socket like either of these

If you've got a double master socket, skip to the next section.

If not, read on to find out how to connect your microfilters.

The first thing to do is connect the microfilter directly to the phone socket you're using. If you had to remove something to do this, connect it to the phone socket on the microfilter.

If you've had broadband with another provider, please remove all the equipment (you might have an Openreach modem if you've had fibre before, or just a router).

Next, connect one end of the grey Internet cable to the DSL socket on the back of your Hub, and the other end to the DSL socket on your microfilter.

You can use any active socket in your property, but we recommend using the master telephone socket, as it's where you'll get the best broadband speed for your line. If you're not sure where the master socket is, it should be the one closest to where your phone line enters your property.

You'll need to connect a microfilter to each phone socket in use at your property. As well as your phone, sockets can be used by alarm systems, fax machines and digital TV boxes, so make sure you don't miss any.

A few tips about microfilters
If you need more than one microfilter, you can get them from most electrical stores and supermarkets. You can always leave something unplugged until you can get more.

If you're using a phone line extension cable, only connect a microfilter on one end, not both.

You can connect two or more telephone devices to one microfilter if you use a splitter.

If you're not using one of your phone sockets, there's no need to connect a microfilter.

Connect your Hub and plug it in
If you've got a standard master socket or no master socket: use a microfilter.

If you've got a double master socket: connect directly to the smaller of the two sockets without using a microfilter.

Now plug your Hub in and switch it on

Slide the three-pin plug onto the power unit until it clicks into place.

Connect the power cable to the Power socket on the back of your Hub and the other end to a wall socket.

Press the white power button on the back of your Hub to switch it on. It'll click and remain slightly depressed. Wait for the light to turn blue before you carry on.

Connect your laptop, phone or other device to your hub
Wireless connection

To connect wirelessly, follow the instructions included with your computer, phone or other device to connect to your Hub via Wi-Fi. If you need help with this, please see our Wireless connection guides.

The Wi-Fi network (or SSID) you need to connect to.

Your Wi-Fi password (or key) is 10 characters long and it's case sensitive, so enter it exactly as shown.

You'll find the connection details printed on the handy reference card stored on the back of your Hub.

Wired connection
If you're using the Ethernet cable (yellow ends) connect it to any of the four yellow Ethernet sockets on the back of your Hub.

Connect the other end of the Ethernet cable to the Ethernet socket on your computer or laptop.

Connect to the Internet
This is the easy part. Your Hub needs a few minutes to configure settings and connect to the Internet. While it's doing this, go make yourself a drink.

Wait for at least 5 minutes before moving on to the next step.

Once you've finished your drink, just open your web browser of choice (e.g Internet Explorer, Safari, Chrome, Firefox) and you should see your home page.

If you've got any questions about your Hub One, please see our Router user guide.

If you can’t connect, check the lights on your Hub
If you think there's an issue with your Hub One, follow these steps and then check the lights to see what's wrong.

First, check everything's plugged in, then switch your computer and other devices off and on again.

While they're restarting, press and hold your Hub's Restart button until your Hub light goes orange. When it's rebooting, the light will go green, blue, orange and then stay blue when it's ready to go.

If the light doesn't stay blue, have a look at the table below for what to do next.

Hub light status

What's happening

What to do

Power light is green or flashing green

Your Hub is starting up

Wait a couple of minutes for your Hub to start. The light will stay blue for more than 20 seconds when it's ready

Power light is blue

Your Hub is working fine

If you can't get online, please check your device or computer settings with the manufacturer

Power light is off

Power is off or there is a problem with your power supply

Check that the power switch on the back of your Hub is on, the power cable's plugged in correctly at the mains and that power is on. If there's still no light, get in touch with our Support Team

Power light is orange

There's a problem somewhere

Log into your Hub Manager at 192.168.1.254 and check if the Internet's status is 'Disconnected' – if it is, click 'Connect'. If the light's still orange and no other lights are on, get in touch with our Support Team

Power light is red

There's a problem somewhere

Press the Restart button and release it when the Power light turns orange. Your Hub will restart and the Power light will glow steady blue. If it's still red, reset your Hub using a paper clip to press the recessed Reset button on the back of your Hub for a few seconds. If this doesn't fix it, get in touch with our Support Team

Broadband light is orange

You're connected to broadband but your account might not be switched on yet

Wait until after midnight on the day we switch on your broadband. If you've still got an orange light the next day, contact our Support Team

Broadband light is red

You've tried to log in with the wrong username and password

Reset your Hub's password to its factory setting (shown on the card that came with your Hub) by using a paper clip to press the recessed Reset button on the back of your Hub for a few seconds

Broadband light is flashing red

There's a problem with your broadband line

Check that all the cables are plugged in correctly and that it's after midnight on the day we switch on your broadband. If cables are okay and you've still got a red light the next day, contact us

Wireless light is orange

You've switched off wireless security for one or both wireless channels

Turn on your security – in the wireless tab in your Hub Manager at 192.168.1.254

Wireless light is flashing orange

Your Hub is in WPS automatic connection mode

Click the button to connect (on your computer or adapter) without entering a pass key. The Hub will return to normal mode after a few minutes

 

What to do if you’re having problems getting connected.
If you're having problems after setting up, watch our Hub One troubleshooting video or read our troubleshooting guide.

Router Guide

Check our general guide on your new ClickNet Hub One router.

How do I set up my Router?

What’s my router’s IP Address and why will I need it?

How do I find my routers password?
If you want to view or change any settings on the Hub Manager pages, you'll need the Hub Admin password. You'll find this on the card stored on the back of your Hub.

What’s my Wi-Fi network name (SSID) and Wi-Fi Password?
You'll find both printed on the reference card stored on the back of your Hub.

How do I log in to my router
Follow these steps.

  • You'll need to use a computer or device that's connected to your Hub One (via Wi-Fi or an Ethernet cable).
  • Open up a web browser window (like Firefox, Chrome or Safari).
  • Ignore any error message you see and enter your Hub's IP address as the website address - 192.168.1.254
  • You'll now see the Hub Manager page, which shows your current connection status and a list of the devices currently connected to your Hub.
  • The Hub Manager is split into four sections. You can access each by clicking the links at the top of the Hub Manager page.

For help using any of the settings found in your Hub, click Help at the top of the Hub Manager page.

For a full list of available settings, click A-Z at the top the page.

How do I check or change my Wi-Fi Settings?
Follow these steps.

  • To support devices that connect at different speeds, your Hub broadcasts on two separate wireless bands. As standard, the network name, security and channel selection will be the same for both bands.
  • To check the Wi-Fi settings on your Hub,
  • Log in to the Hub Manager.
  • Click Settings at the top of the Hub Manager page and select Wireless.

You'll now see information about the Wi-Fi bands broadcasting from your Hub. Here's an explanation of each one.

Details

What does it mean?

Wireless SSID

The current broadcast name for the band. This is what you'll see when scanning for networks to connect to.

Wireless Interface Type

The protocol and speed supported by the band.

Security

The encryption method for the band.

Channel Selection

The channel (frequency) that your Hub broadcasts on. Your Hub will find and use the best available channel. If you're having problems you can make it check again by pressing Refresh at the bottom of the page.

To change the Wi-Fi settings on your Hub

  • Log in to the Hub Manager.
  • Click Advanced Settings at the top of the Hub Manager page and select Wireless.
  • Configuration is split between the two bands broadcasting from your Hub (2.4 and 5 Ghz). You can switch between the two by clicking the appropriate link under the Wireless link.
  • You might need to reconnect to your network after changing some of these settings (particularly the Wireless SSID, Security or Wireless key). See our Wireless connection guide if you need help with this.

Here's an explanation of each setting. If you make any changes, remember to press Apply before you leave the page.

Settings

What does it mean?

Wireless network enable

Switch Wi-Fi on or off.

Sync with 2.4Ghz (5Ghz band only)

As standard, the 5Ghz band will share most settings with the 2.4Ghz band. Changing this option will allow you to choose different settings for each band.

Wireless SSID

The broadcast name of your wireless network. This is what you'll see when scanning for networks to connect to. If you change this you'll need to update any computer or device that's connected to your network over Wi-Fi. We would recommend both bands retain the same SSID otherwise you will have to manually connect to each network.

Wireless Interface Type

The protocol and speed supported by the network.

Channel Selection

The method currently used to select which channel (frequency) the selected band (2.4Ghz or 5Ghz) is broadcasting on.

Current channel

The channel (frequency) the selected band (2.4Ghz or 5Ghz) is broadcasting on.

Security

The method of encryption used to protect your network. WPA2 is the strongest form of encryption available on your Hub and we don't recommend changing this setting (note, WPA2 is the only option available for the 5Ghz band).

Wireless Key

This is the password you need to log on to your Wi-Fi network. If you change this you'll need to update any computer or device that's connected to your network over Wi-Fi.

MAC address

This is the MAC address your Hub uses for networking.

 

How do I set up port Forwarding?
Your Hub supports UPnP which means that compatible games and applications will set up Port Forwarding automatically and you won't have to do anything.

For games and apps that don't support this, you can set up Port Forwarding manually.

Log in to the Hub Manager.

  • Click Settings at the top of the Hub Manager page and select Port Forwarding.
  • Choose your game or application from the dropdown list.
  • Choose the device that you want the rule to apply to from the dropdown list.
  • Press Add.

Any rules already in use will be shown at the bottom of the page.

If your application or game isn't listed under Game or Application, follow the steps below to add it yourself:

  • Log in to the Hub Manager.
  • Click Advanced Settings at the top of the Hub Manager page and select Firewall.
  • Now click Manage games and applications, which you'll find at the bottom of the page.
  • You'll now see the User Defined Games & Applications screen - click Add new game or application.
  • On this screen you'll see a list of profiles for any games or applications that you've added previously. If you ever need to edit or remove a profile, you can do that here.
  • Enter the details for your new game or application (if you know the details are similar to an existing profile, you can copy the rules and update or add more details yourself).
  • When you're done, press Apply. To start using your new profile, follow the instructions above to set up port forwarding manually, your new profile will be available in the drop down list.

How do I reset my router?
If you're having problems with setting your router up, it might be worth resetting it. Use a paper clip, pen, or something pointed to press in the reset pinhole button on the back of the router.

  • Keep the button pressed for 20 seconds. When the light on the front of your Hub turns green, release the reset button.
  • When the light on the front of the Hub turns blue, it's now restored to factory settings.
  • Keep in mind that if you do this, it'll completely restore your router to the settings it had when it arrived. So, if you've made specific changes to your settings, they'll need to be made again.