Router Testing & Replacement

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Checking your connection and router hardware

When we check your internet connection, we go through a number of steps to make sure that we have checked each part of the service.

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Once we are happy that the network is ok, or we believe that there is a router configuration issue, we can send a replacement device to you.

These checks include:

CityFibre checks - Our systems show us if your CityFibre modem is connected to us and what profile your service has been set up with.  We may then raise a ticket with CityFibre to have the service quality checked as well.

Customer checks –We ask customers to check that:

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• ^{there is no obvious damage to the router and it is powering on‍}
• ^{the white cable (with the yellow tips) is not damaged}
• ^{this cable is securely connected to the modem and the other end is plugged in to the red 'WAN' port of the router.}
• ^{the WiFi button on the side of the router is on}

‍Network service checks – We check for any network issues remotely, and we then change your IP address and user account remotely to test for an IP address problem (Providing you have your Fibrehop router connected).

Wider internet checks – Sometimes web-based services beyond our service are faulty which may appear as an internet service problem. We may be able to identify issues and share with you. 

If there is a chance that the router is causing an issue, it is possible that:

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• ^{configuration on the router has changed, perhaps with an update or a reset}
• ^{the router is faulty}
• ^{the router is not visible from our systems}

If the router is not performing as it should, we will replace your router, sending a test device for you to plug in.

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Our aim is to rule out the router as the problem, or even better, fix the issue with a new router!

What happens next?

We send a router to you as soon as possible, including a spare cable, and a return envelope for you to return one of the routers. 

If the router that you receive doesn’t work either, this may indicate an undetected issue with the CityFibre connection. If this is the case you can send back the one just posted to you and we will investigate your issue further.

If it does work, we ask that you package the router to be returned using the bubble wrap bag and the additional packing ‘hex’ paper. You can use the return bag and send back to us using the courier details on the pre-paid return label.

What we do?

1. ^{If the router is faulty we will replace this for you}
2. ^{If it is a simple configuration issue, we can reconfigure it and send it back to you – We provide a pre-paid return package for you to return your device.}
3. ^{If the router is damaged, we will need to replace this at a cost of £65. You are welcome to replace with a different device of your own if you would rather.}
4. ^{If the WiFi signal doesn’t reach all of the areas of your home, but the router is otherwise working you have you may need to add additional boosters – We can help arrange this or make recommendations for local expert support.}

Is there a cost for the router swap?

We swap your router at no cost to you, unless the router is damaged. We do need one of the routers to be returned as we would need to return this to the manufacturer and request a refund from them.

It is possible to keep both routers if they are working, as you may want to keep a spare. If this is the case we will just charge £65 for each spare router that you have.

We will SMS and email once the issue is resolved (and may send a couple of reminders if the router doesn’t arrive within 30 days), if we don’t hear from you, we will assume that you would like to keep both devices and apply the charge to your account on the next billing date.

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If you have any questions about this, or any other part of the service provided to you, please contact us at team@fibrehop.com.

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