EXPRESS SUPPORT · HOME & BUSINESS
Choose what’s happening. Follow the numbered steps.
WI-FI AT HOME & AT WORK
Start with these three checks.
Try your device in the same room as the router.
Pause a large download or unused stream, then try again.
For TVs, consoles, desktops and laptops, Ethernet can give a steadier connection. Phones can stay on Wi-Fi.
Example only. Homes, offices and shops may need more than one Wi-Fi point to cover separate rooms or floors.
OUR RECOMMENDATION · HOME & BUSINESS
If your Wi-Fi is not providing consistent speeds, we recommend a wired Ethernet connection for compatible TVs, gaming consoles, desktops and laptops, especially for streaming, gaming, video calls and large downloads.
This is particularly helpful on plans above 50 Mbps. Ethernet avoids variations caused by Wi-Fi signal strength and interference, but every connected device still shares the same internet plan.
See the simple comparison check ↓Changing from “2G” to “5G” alone may not solve it. A small USB Wi-Fi adapter, antennas behind the computer case, a metal desk or the distance to the router can hold the connection back. Try Ethernet on the same desktop first.
Phones and tablets can stay on Wi-Fi. For higher speeds, try 5 GHz near the router if your device supports it. If the signal is weak, move closer or improve Wi-Fi coverage. Wi-Fi can exceed 50 Mbps; actual speeds depend on your device and surroundings.
A QUICK LOOK AT YOUR SETUP
Start with power, then check the cables. Keep each cable in its original socket.
Check with your eyes first. Keep every cable in its original socket.
Check the wall switch and the power adapters for the router and any separate box. A switched-off or loose adapter can stop the connection.
Keep all installed power adapters connected, including any small adapter on the network cable. Do not swap adapters or press the reset button.
This cable has a clear or plastic plug with a small clip. A loose plug can make your connection drop and reconnect, even while the Wi-Fi name is still visible.
If you recognise this cable, gently check that the plug is seated in the same socket. Do not force it or change sockets. If the clip is broken or the cable looks damaged, contact us.
The fibre cable is often thin and delicate. Keep it in a gentle curve, away from sharp bends, heavy furniture and closing doors.
Leave its plug connected. Do not pull, twist or look into the connector. If it is loose or damaged, send our team a photo.
Not sure which cable is which? Leave it in place and send us a photo. We will guide you.
Connects devices around your home or workplace. Some routers stand upright; others lie flat. Larger spaces may also have separate Wi-Fi access points.
Brings the fibre connection into your premises. It may be a separate box or built into your Wi-Fi router.
Keeps the equipment switched on. Some adapters also send power through a network cable. Keep the supplied adapters connected.
Some premises receive a network cable from equipment elsewhere in the building. You may not have a separate fibre box in your room, office or shop.
HELP YOUR WI-FI REACH YOU
An open, central position is usually better than the floor, a closed cabinet or behind a screen. Ask before moving fixed equipment or cables.
Thick walls, partitions and floors can leave distant rooms with weak Wi-Fi. Larger homes, offices and shops may need extra access points.
Full bars do not always mean fast Wi-Fi. Nearby routers, including a neighbour’s through the wall, can slow it down.
CHOOSE WHAT WORKS WHERE YOU ARE
2.4 GHz usually reaches further; 5 GHz can be faster nearby. Switching between them does not guarantee 100 Mbps on a desktop. The Wi-Fi adapter, antennas and surroundings still matter.
Useful further from the router, but often busier because of nearby Wi-Fi and other devices. It is less suited to a desktop that needs consistently high speeds.
Try this if the other Wi-Fi connection keeps dropping in a distant room.
Can support speeds above 100 Mbps with suitable equipment and a strong signal. Walls, distance, interference and the desktop adapter can still reduce the result.
For a fixed desktop, Ethernet remains our recommendation for consistency.
Wi-Fi names ending in “2G” or “2.4G” usually mean 2.4 GHz; “5G” usually means 5 GHz. These are Wi-Fi bands, not mobile networks or speed guarantees. Some routers choose a band automatically.
Back to help topics ↑UNDERSTAND YOUR USAGE
Family, staff, guests and devices share the same plan.
Videos, downloads, cameras and backups can use the connection together.
Open Live Bandwidth Usage in the Bell Portal. Choose your service if you have more than one.
View portal guide ↓ONE PLAN. EVERYONE SHARES IT.
Everyone shares the same plan: family, staff, guests and connected devices. Video meetings, streaming, downloads and cloud backups can leave less capacity for one device.
Your example plan
Choose your plan above. Tap the activities below to turn them on or off.
wanted by the selected activities
Example only — this is not a live test. Each app uses a different amount, and your Wi-Fi still matters.
Computer updates, cloud backups, cameras and file syncing can keep using the connection in the background. Coordinate with your household or IT team before pausing activity.
Only share your password with people you intend to connect. Staff, guests or neighbours using it share the same plan. Ask us to help change it if needed.
TRY THESE SIMPLE CHECKS
For a desktop or laptop, start with Ethernet. For a phone or a Wi-Fi-only device, test in the same room as the router. No router settings to change.
Use an approved LAN port and an Ethernet cable for your computer; switch its Wi-Fi off for the comparison. For a phone, stay near the router and switch mobile data off temporarily.
Pause non-essential downloads, streaming and backups where practical. At work, coordinate with your IT team; do not interrupt business systems or bypass security settings.
Repeat the same task or speed test using the same test server. Note the time, device and whether you used Ethernet, 2.4 GHz or 5 GHz. If possible, compare Ethernet and Wi-Fi on the same computer.
Restore your usual connections when finished. At work, ask your IT team before changing any managed setup.
Choose a result for your next step.
Use a Cat5e or Cat6 Ethernet cable and Gigabit-capable ports on the computer, router and any switch in between. A 100 Mbps port or an older USB adapter can limit results. If unsure, ask Express or your IT team which LAN port to use. Leave the fibre, WAN and power connections in place.
ONE LAST CHECK
Leave space between your Express router and any backup router. Do not stack them.
Keep the router away from microwaves, cordless phones and other wireless equipment.
Switch off the router’s wall socket, wait 2 minutes, then switch it back on.
Wait for the lights to settle, reconnect and try again.
Use the wall socket that powers your router.
Do not press any buttons on the router, including WPS or Reset.
Example only — not your live account.
CHECK YOUR USAGE
Your Bell Portal shows your internet usage. When the connection feels slow, check whether a lot of internet is being used at that time.
Sign in and look for Live Bandwidth Usage on your dashboard. If you have more than one service, select the connection you want to view. Open Statistics for more detail.
Open Bell Portal ↗This shows internet use. It does not measure the Wi-Fi signal in each room.
WE ARE HERE TO HELP
Share your results so we can check the Express broadband service at the service handover point. If the limitation is inside your home or office network, your IT team or installer may need to check that setup separately.
Keep passwords and payment PINs private.