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Adam80
Advocate

Poor Signal

Hi, 

I have super fibre WiFi and I've had times in the past where I'm unable to access the app that I want to watch at different times of the day. The last few days my signal has been poor and apart from a good analog sign watching BBC 1 & 2 lots of the following channels I am unable to watch! And now I'm having problems accessing the BBC & ITV app. This is not good, can anyone help? I feel that if NOW TV can't improve the problem then I'll move to another  provider!

Thanks Adam.

6 REPLIES 6
gavs82008
Legend 5
Legend 5

@Adam80 

What device(s) are you referring to? Any that can be connected via Ethernet?

Have you split the wifi bands? Which should improve speed but not range I’m afraid.
https://help.nowtv.com/article/improve-broadband-speed

FYI that I do not work for NOW, just a NOW customer trying to help
Adam80
Advocate
I only have the NOW TV rooter which is under my Samsung smart tv and in front of the Internet line.

Thanks,

Adam.

RoyB
Legend

@gavs82008 @Adam80 @chilli2 

Building on what @chilli2 said above, I’ll have another go at explaining this ‘almost-but-not-quite snake oil’ suggestion.

The 2.4 GHz band reaches further than the 5 GHz band, for the same signal strength.

The 2.4 GHz band can be more congested than the 5 GHz band, though, which can make that WiFi slower. But WiFi on the 5 GHz band is not inherently faster.

To accurately test your potential WiFi speed, first measure your speed on a device connected by an Ethernet cable from the router. If it is significantly less than 90% of the ‘sync speed’, which is what Now go by, then you have a problem; connect your router to the test outlet in your Master Socket, and try the test again. If it is still not OK, then you have an external problem, and you should let Now Broadband know so that they can get BT Openreach to investigate. But if it is OK there, you have an internal wiring problem that you must address for yourself (or pay someone to address for you).

However, if you have good speed wired, and similar speed over WiFi, then splitting the bands isn’t going to help you with speeds. (Range perhaps though; I’ll come to that.)

So, poor WiFi speeds; how can splitting the bands help? It can, but in one way only; if a device capable of operating on 5 GHz, and in range of the 5 GHz signal from the router, has actually connected to the 2.4 GHz band, and that is congested, then manually connecting it to the split 5 Ghz band will improve matters, both for the device and (a very little) for the devices remaining on the 2.4 GHz band,

But by far the biggest improvement for the 2.4 GHz band would come from running an Android app called WiFi Analyzer on phone or tablet, looking to see if the channel your 2.4 GHz is running on is congested with routers and other WiFi transmitting devices outside (or just possibly inside) your home, and then moving the 2.4 GHz channel your router uses to be a less congested one.

This also has the advantage that it will improve things for every device on the 2.4 GHz band, whereas after band splitting, you have to go round all your WiFi devices manually to ensure they are on the optimum band, whatever that is; something Now omit from their band splitting instructions. But if your devices can’t negotiate the optimum band with the router via its single SSID when the bands aren’t split, then they sure as hell won’t be able to pick it when they suddenly have two SSIDs to choose from.

So how about range? There is one circumstance where you can improve range; that’s in an opposite case to one of the examples above, and it’s where a device latches on to the 5 GHz band, but can’t quite hold on to it, as people carry fish tanks around the home, or cause similar disturbances in the WiFi field, and so is unreliable. In this case, and this case only, moving that device onto the split 2.4 GHz band may improve the reliability of the signal; possibly at the cost of a little speed, though possibly not, if you have optimised speed as above.

So, in summary, splitting the bands can help, but not unless you go rather further than just splitting them and fondly hoping that the router will then pick the optimum 2.4 GHz channel, and your devices will then sort themselves out onto the optimum band for each. If they haven’t done that with the bands unsplit, they aren’t suddenly going to do it when the bands are.

But my advice is don’t faff around with this at all, as the WiFi range of a Now router is fundamentally poor. Now that Now will let you, however grudgingly, go buy a decent router with MER 61 on, and use that. Your devices will thank you for it.

Set a Payment PIN on your account so that no-one but you can buy memberships on it.
Check your bank accounts monthly for any other unexpected payments to Now.
That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
Adam80
Advocate

Thanks for your advice!

chilli2
Elite 2

Thew bit  about the router being under the TV could be of importance.

 The now router has a bit of a reputation for poor wifi, however there are a few things you can do to improve things, Now is a relatively cheap option regarding broadband/internet access so even if you need to spend £60 (ish) on your own kit, you may still save over other providers .

 

I posted this in response ot a thread about poor wifi:

 

There are a few things you can do to improve things, as youve probably guessed the now router doesnt have a good reputation with regards to wifi

 First of all to see if its the wifi on the router, or the connection you should try a speediest while connected via Ethernet and not wifi

 

If thats OK, then  its the wifi, there are a few steps you can take here.

 First of al in the router settings separate the bands the now router puts out two frequencies for wifi 2.4ghz and 5ghz . 5 is faster than 2.4 and less prone to congestion and/ or interference - however it doesnt go as far . 2.4 can be more congested is a fraction slower but goes further .

 for most situations 2.4Ghz will do , so once you have separated the bands you can ensure that devices connect to the 2.4 signal .

 

Still no luck?

 Next you should look at the router position- while its not always that easy as your limited to the location of the phone socket, mains plugs etc a slight move can make a difference, keep it away from things like TV's microwaves, fish tanks etc, if you can dont put it in or on a window ledge

 Another thing that can have an effect is the building itself, old thick stone walls dont help wtih wifi signals, and likewise modern foil backed insulation doesnt help either

 

Once you have tried everything with the now router, and you are sure that its the wifi thats the issue then its time to start at looking to getting hold of your own kit .

 one thing that i would avoid is wifi boosters ( put rubbish wifi in get rubbish wifi out)

So here are a few options:

 Wireless access point/router this plugs into the now router via Ethernet and effectively provides a secondary wifi signal, the advantage here is that its location is only limited by the Ethernet cable you need to connect it up.

 

Homeplug set up with wifi built in, these are basically large plugs, one  plugs into the mains and has an ethernet socket that you plug into the router, the other you can plug in almost anywhere else typically if purchased in a pack the second unit has wifi built in and this then provides a wifi signal fro that location .

 the only real downside with these things is that performance can be affected by how the house is wired

 

If your previous router provided a good signal and you still have it its also possible to use that as a wifi access point in conjunction with the now box.

 

However if you dont have it, and it still performed well then you could look at getting your own all in one router and put the now router back in its box ( dont check it away you may need it if theres a fault)

 one thing to be aware of is that not all routers work with Now or Sky and likewise not all models from the same manufacturer may work it will need to have option 61 or MER log in available .

 As far as i know some devices from TP link, D link, Asus work nd you will need to consult the relevant manufacturers to find out.

 I use a TP link Archer VR2800 and i discovered how to set that up via the tp link dsl modems and routers support forum

 

 

Adam80
Advocate

Cheers👍