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Tips and Troubleshooting for Broadband service



1
Tips for better WiFi performance

  



Factors affecting your wireless network


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Physical obstructions

Number of walls, wall density and distance can affect wireless signals. Obstructions such as concrete wall and metal door are more likely to result in poorer wireless connectivity.


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Interference

WiFi network operates on the 2.4GHz and 5.0GHz band, other wireless devices using the same frequencies could cause interferences.


devices


Speed of connected devices

The speed of your mobile devices can affect the maximum link speed (connection speed between your wireless mobile device and the router).


To check the maximum link speed on Android devices, click on the connected WiFi network in the Settings menu (steps may vary for different devices).




Ways to improve your wireless network


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Place your router high and at a central location, away from obstructions

Your router should be placed high off the ground and at a central location. This will give you better signal throughout the house as opposed to router being placed in a cabinet in the bedroom.


Move your router away from interference

Move devices or appliances like home phone sets, microwave ovens and bluetooth devices away from your router as they can cause signal disruption and affect WiFi signal strength.


wifi-mesh.


Blanket your home with mesh technology 

Mesh technology replaces your single router with multiple WiFi points so that all your devices can bask in one ultra-fast mesh network.


2
Can I have my faulty router replaced?

Thanks for enquiring. We recommend to start with basic troubleshooting to diagnose the problem:

1. Ensure the router is powered up

2. Restart the device

3. Check the signal strength


Please note that a device may only be replaced if it is deemed faulty, but without physical damage and is still under warranty. Please reach out to the service centre of your router manufacturer for further assistance.


3
Troubleshooting for Broadband service
  • Ensure all your devices are powered on.
  • Reboot all devices including the Optical Network Terminal, Router, and Set-top Box. The Router will scan for a less congested channel during boot up.
  • Check that all wires are connected securely to the correct ports (the Fibre Termination Point, Optical Network Terminal, Router, PC/Laptop/TV/Set-top Box).  


Typical Fibre Broadband Set-up


typical-fibre


For more information on wireless technologies and limitations, click here.


4
I can't detect our WiFi Username (SSID). What should I do?

First, make sure that your router is switched on. Check if the WiFi username (SSID) was changed recently. Switch off the device you're using to connect then switch it on, ensure that WiFi is also on, and go nearer to your router before trying to connect again. You may also want to use a different device (e.g. handset, laptop) to connect to WiFi to see if it's a device issue.


If the problem persists, send us a message via Facebook or WhatsApp.


5
How do I configure my wireless router to test/improve my connection at home?

We refer you to our basic troubleshooting guides and useful tips below:

If you have gone through our basic troubleshooting steps to no avail, please feel free to contact us via Facebook or WhatsApp for further assistance.


6
How can I check if there is any outage or scheduled maintenance affecting my service?

You may visit the Maintenance Messages page for information on scheduled maintenance and other network activities.

Meanwhile, we will do our best to notify you via our available channels should there be any outages that may affect your service. You may also report any irregularities to us via Facebook or WhatsApp.


7
How do I contact StarHub or book an engineer if my technical issue persists after basic troubleshooting?

We encourage you to refer to our Basic Troubleshooting guide and resources first before deciding on whether to book a technician. Meanwhile, if you have already gone through basic troubleshooting to no avail, please feel free to contact us via Facebook or WhatsApp to connect with our team who will help you look into the concern further or assist you in booking a service call.

For other ways to contact us, click here.