Our troubleshooting guide

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The first rule of tech club: switch it off, leave it for a minute, and then switch it on again!

If you get an error message, restarting your device (AKA rebooting) can often put things right. It’s a quick and easy fix that works more often than not, which is why technical helpdesks recommend it.

To boost your chances of solving the problem, disconnect the power at the mains by removing the plug powering your connection box (the black box on the wall with the green lights, AKA the ONT) and the router connected to it.

Make sure the lights are off on both devices, then wait for 10-15 seconds before plugging them back in and powering them on again. They will take about 5 minutes to boot back up fully, so this is a great time to make a cuppa!

Pro tip: Your Eero app or Zyxel online control panel are also useful for troubleshooting common problems.

Using the eero app?

You can use your eero mobile app to quickly and easily manage your eero devices. You’ll also find an excellent troubleshooting and support section on the eero website, and if you can’t immediately see what you need, try the Search function (top of the page).

Using the Zyxel EX3301 online control panel (Web GUI)?

Enter the address into your browser (it’s on the back of your router as a reminder), then log in using your user name and current password. If it’s your first login and you haven’t set these before, they will be admin and the login password found on the back of the router. You’ll then be asked to create your own password for these online controls.

Devices won’t connect? Try splitting your channels.

Your wifi connection is a combination of two channels: 2.4GHz and 5GHz. Some devices (usually older tech) can only connect to the 2.4Ghz channel, which is slower than the 5Ghz. When you split them out into two separate channels, your 2.4GHz devices will then use their own, slower, channel, while your 5Ghz channel can be used just by your high-speed devices. This is known as splitting your SSID, and it should improve the service for both types of device.

When you split the SSID, you can hide or switch off your 5Ghz channel so that only 2.4Ghz devices connect. Then you can switch 5Ghz back on (or unhide it) for your faster devices to connect.

  • If you have a Zyxel router you can split your SSID by changing your settings through the online Zyxel control panel (Web GUI).
  • For an eero router, you can split your channels using the app. You can also troubleshoot device connection (and other issues) through Settings, Troubleshooting.
What the lights on the Zyxel E3301 mean?
Power Green On Ready for use
    Blinking Self-testing
  Red On Error or malfunction 
    Blinking The device is upgrading firmware
DSL/Ethernet WAN Green On Ready for use
    Slow blinking Looking for a connection
    Fast blinking Initialising connection
Internet Green On Connected, but no traffic
    Blinking Sending or receiving
    Off No internet connection or  in bridged mode
  Red On Connection failed 
LAN 1-4 Green On Connected, but no traffic 
    Blinking Sending or receiving 
    Off No Ethernet connection
2.4G WLAN/WPS Green On 2.4GHz wireless network is activated.
    Blinking Communicating with 2.4GHz wifi client
  Amber Blinking Connecting with 2.4GHz wifi client
    Off Link is down or disabled
5G WLAN/WPS Green On 5GHz wireless network is activated
    Blinking Communicating with 5GHz wifi client
  Amber Blinking Connecting with 5GHz wifi client.
    Off Link is down or disabled
Phone1, Phone2 Green On Service on, no voice messages
    Blinking Connected phone is in use, no voice messages 
  Amber On A voice message has been left
    Blinking Connected phone is in use and there is a voice message
What the lights on the eero routers mean?
LED Colour What it means
No Light eero doesn’t have power
Blinking White eero software starting up/connecting to the internet
Blinking Blue Broadcasting Bluetooth
Solid Blue The eero app is connected to your eero and setting up
Blinking Green Multiple eeros detected
Blinking Yellow Unapproved USB-C power source used
Solid White eero connected to the internet 
Solid Red eero is not connected to the internet
If one of your eero routers isn’t working

If one of your secondary eero routers (one that isn’t hooked up directly to the connection box) is not online, try switching it off, then on again. If that doesn’t work, try moving it into the same room as your main router. Switch it on again and wait 2-3 minutes to see if it comes back online. And if that doesn’t work, connect it to you main router using an Ethernet cable and try again.

Slow connection speeds?

You can use this free service to take a Speed Test. To get the most accurate results, you should connect your device directly to the router using an Ethernet cable and switch off any other devices you’re using. This is because speed is shared between all the devices you have currently in use, so if you have a 150Mbps service with five devices connected, those five devices will each receive at an average of 30Mbps. 

By carrying out a speed test with only one device connected, you’ll see what your service overall is achieving.

If you’ve tried the Speed Test and your actual speeds are significantly lower than expected, please let us know: email customer.care@ogi.wales or call us on 029 2002 0550. If we aren’t able to improve things for you within 30 days, you can end your contract with us free of charge.

Replacing a damaged router

If your router or extender isn’t working because it’s been accidentally damaged, we will need to charge you for a replacement. Let us know by emailing us at customer.care@ogi.wales, or by calling 029 2002 0550, and we’ll send you a replacement with a pre-paid postage bag for you to return the damaged item.

Reporting a fault

We like to get things right, but if there’s a fault with your service, contact us, and we’ll find out what’s going on. If it’s an issue on the network, we’ll resolve the matter as quickly as possible.

If the fault is just affecting you, it might be to do with the fibre to your home, or your premise equipment, or kit.

We may need to send an Ogi Engineer to your home to investigate – if so, we’ll arrange this with you (if we turn up and you’re not at home or the fault isn’t down to us, we may need to charge for the visit).

What if my location is shown as outside the UK (let alone Wales)?

Your connection will have a unique Ogi IP address, and all Ogi IP addresses are registered in the UK. Websites should recognise this and automatically take you to their UK version. If that isn’t happening, here are some things to try. 

  • Switch off the black connection box on your wall (ONT) for 30 minutes. When you power it back up again, it’s likely to provide you with a different IP address, solving the problem.
  • Clear the cache on any devices that are experiencing the location problem, to make sure they are not storing any incorrect information.
  • You can check your IP address using sites such as IP Address Lookup.

If the problem doesn’t clear, please take a screenshot of the affected website/app/service and use this form to send it to our Customer Care team. 

Can I connect my Sky Q box with Ogi?

Yes, you can! Follow the connection process on your Sky Q box by selecting ‘Connect to a non-Sky network’,  clicking on your network name and typing in your network key.

If you’re having problems with this connection, try the following tips.

Zyxel EX3301: Log onto the Zyxel online control panel and make the following changes:

Switch the router’s security mode.  Click on the menu (≡ top right) and Network Settings, then scroll down to Security Mode. Select WPA2-PSK.
Split the channels on your router. Separating the channels will enable Sky to run on 2.4Ghz, which is its preferred band. Although it’s slower than the 5Ghz channel, it provides a more stable connection. Click on Wifi Settings in the menu, and untick ‘Keep 2.4Ghz and 5Ghz the same’, then Save. Your channels will now be separate. 

eero: Using the eero app, switch off the 5Ghz channel while you connect your Sky Q box. This will give your Sky Q box time to create a stable connection using the 2.4Ghz channel. Your 5Ghz channel will automatically switch back on after five minutes.