Support guides, written properly
25 step-by-step articles covering setup, Wi-Fi, fibre, email, billing and troubleshooting — written by the people who install and support these connections every day.
Getting Started
First-time setup, activating your account and connecting your devices.
Getting started with your new Flexi Networks connection
What to expect on installation day and the first things to do once your connection is live.
Creating and activating your Flexi Networks account
How your account is set up, what the client portal does and how to get logged in for the first time.
Installing and positioning your router
Where to put your router, how to connect it correctly and what each port and light is for.
Connecting your devices to Wi-Fi
Getting phones, laptops, TVs, consoles and smart-home devices onto your network, including the awkward ones.
Fibre Support
Installation, ONT lights, router placement and fibre fault-finding.
What happens on fibre installation day
The installation process from start to finish, what we need from you, and how long each stage takes.
Fibre troubleshooting: lights, cables and no signal
Read your ONT lights, work through the checks our technicians run first, and know when to stop and call us.
Why your fibre feels slow — and how to fix it
A healthy fibre line can still feel sluggish. Here's how to find out why, in the order worth checking.
Wi-Fi
Signal strength, coverage, passwords, guest networks and mesh systems.
How to improve your Wi-Fi signal
A practical, ordered checklist for getting noticeably more out of the router you already have.
Extending Wi-Fi coverage with mesh, access points and extenders
The three ways to cover a larger home, how they differ, and which is genuinely worth the money.
Changing your Wi-Fi name and password
Update your network name and password safely, and reconnect your devices afterwards.
Setting up a guest Wi-Fi network
Give visitors internet access without exposing your own computers, printers and files.
Mailbox setup on desktop and mobile, password resets and spam control.
Setting up your email account
The settings every mail application asks for, what they mean, and how to enter them correctly.
Configuring your email in Microsoft Outlook
Adding your mailbox to Outlook on Windows and Mac, including manual setup when auto-discovery fails.
Setting up email on Android and iPhone
Getting your mailbox working properly on your phone, with sensible sync and notification settings.
Spam filtering and email security
Train your spam filter, recognise phishing attempts and keep your mailbox safe.
Billing
Invoices, payment methods, failed payments and package upgrades.
Understanding your invoice
What each line on your bill means, why the first invoice looks different and how billing periods work.
How to pay your Flexi Networks account
Accepted payment methods, using the right reference, and making sure payments are allocated correctly.
Failed payments, restrictions and reconnection
What happens if a payment doesn't reach us, how to restore service and how to avoid it happening again.
Technical Support
Slow speeds, latency, dropped connections, DNS and restarting equipment.
Diagnosing slow internet
A structured method for working out whether it's your Wi-Fi, a device, your household, or the connection itself.
No internet connection at all
The complete checklist for a connection that has stopped, in the order our technicians work through it.
High latency, lag and jitter
Why a fast connection can still feel sluggish, and what actually helps with gaming and video calls.
How to restart your equipment properly
The correct order and timing for a reboot — it matters far more than most people expect.
DNS problems: connected but nothing loads
When the connection is fine but websites won't open, DNS is usually the culprit. Here's how to confirm and fix it.
Customer Account
Updating your details, changing packages and ending a service.
General
Moving home, business internet, installation timelines and equipment.
Moving home
Transfer your connection to a new address with minimal downtime.
Business internet
Business-grade packages, SLAs, VoIP, managed Wi-Fi and SD-WAN.
Coverage and installation timelines
Check what’s available at your address and how quickly we can connect you.
Frequently asked questions
Quick answers to the questions we’re asked most often.
Network status and outages
Live service health, planned maintenance and incident history.
Testing your connection speed
Measure download, upload, ping and jitter, and interpret the result.
No articles matched that search
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The articles people open most
Diagnosing slow internet
A structured method for working out whether it's your Wi-Fi, a device, your household, or the connection itself.
Read articleNo internet connection at all
The complete checklist for a connection that has stopped, in the order our technicians work through it.
Read articleHow to improve your Wi-Fi signal
A practical, ordered checklist for getting noticeably more out of the router you already have.
Read articleChanging your Wi-Fi name and password
Update your network name and password safely, and reconnect your devices afterwards.
Read articleHow to restart your equipment properly
The correct order and timing for a reboot — it matters far more than most people expect.
Read articleSetting up your email account
The settings every mail application asks for, what they mean, and how to enter them correctly.
Read articlePrefer to start from the topic?
Our support hubs bring together everything on one subject in one place.
Wi-Fi Support
Signal, coverage, passwords, guest networks and mesh systems.
Open hubFibre Support
ONT lights, safe checks, what never to do, and slow-speed diagnosis.
Open hubEmail Setup & Support
Server settings, Outlook, mobile, password resets and spam.
Open hubNetwork Status
Check for a known incident before you troubleshoot your own kit.
Open hubSpeed Test
Measure download, upload, ping and jitter, and see what they mean.
Open hubReport an Issue
Log a fault with full detail and photos so we can diagnose faster.
Open hubCouldn’t find what you needed?
Tell us what you were looking for. We’ll help you directly — and if it’s a gap in our guides, we’ll write the article.