Getting started with your new Flexi Networks connection

Your installation is booked and a technician is on the way. This guide covers what happens on the day, what we need from you, and the handful of things worth doing in the first hour after your connection goes live.

None of it is complicated, but getting these details right at the start saves a surprising amount of frustration later.

Before the technician arrives

A little preparation makes the installation faster and gives you a better result. Five minutes of thought now determines where your equipment lives for the next several years.

1. Decide roughly where the router should live. The best spot is central in the home, out in the open and above waist height — not in a cupboard, not behind the TV and not on the floor in a corner. Signal is absorbed by walls, furniture and appliances, so a central position genuinely matters.
2. Make sure there’s a power point nearby. Both the router and, on fibre installations, the ONT need mains power. A double socket in the chosen spot is ideal.
3. Clear access to the route. Our technician may need to reach the outside wall, the roof space or a distribution point. Move anything blocking the way and secure any pets.
4. Arrange for someone over 18 to be present. Somebody needs to authorise cable routes, agree where equipment is mounted and sign the handover. If it can’t be you, nominate someone in writing.
5. Have your ID and account details to hand. We verify the account holder before activating the service.

What happens on installation day

A typical residential installation takes between one and three hours depending on the property and the technology. Our technician will:

• Confirm the plan with you and agree exactly where the cable runs and where the equipment is mounted, before drilling anything.
• Install the external infrastructure — either the fibre drop cable, or the wireless antenna aligned to our nearest tower.
• Mount and power the ONT or wireless radio inside, in the position you have agreed.
• Connect and configure your router, and set up your Wi-Fi network name and password.
• Test the line, confirm the speed and check the signal reaches the rooms you need it in.
• Walk you through the equipment and hand over your Wi-Fi details before leaving.

The first hour after go-live

1. Write down your Wi-Fi name and password. Keep it somewhere you’ll find it in six months — not only on a sticker that will be dusty and unreadable by then.
2. Change the default Wi-Fi password. The password on the router sticker is fine to start with, but a password only you know is better. See changing your Wi-Fi password.
3. Connect your main devices. Phones, laptops, the TV and anything else you use daily. Our device guide covers the awkward ones.
4. Run a speed test on a cable. Plug a laptop directly into the router and run a test. Note the result — it’s a useful baseline if you ever suspect a problem later.
5. Walk around with your phone. Check the signal in the rooms that matter. If somewhere is weak, tell us now while everything is fresh rather than living with it.
6. Save our contact details. Add our support number and WhatsApp to your phone so they’re there when you need them.

Set up your account access

Your client portal account lets you view invoices, check your balance, see payment history and update your details. Your welcome email contains your login details; if you can’t find it, contact our team and we’ll help you get in.

It’s worth logging in during the first week rather than waiting until you urgently need something from it.

If something isn’t right

Occasionally something needs adjusting after installation — a room with weak signal, a device that won’t connect, or speeds that don’t look right. Tell us early. Issues raised in the first few days are much easier for us to resolve, because everything about your installation is still fresh in our records.

If none of this resolves the problem, log a fault with our technical team and we’ll take it from there.