# Broadband and Router Support

Source: https://dijitulsupport.co.uk/broadband-router-support/
Updated: 2026-10-10

> dijitul support fixes broadband and router problems for UK businesses: slow or dropping internet, routers that need replacing or configuring, port forwarding, static IPs, guest Wi-Fi and 4G or 5G backup. We test where the fault really is and deal with your provider for you. Remote fixes are £45 an hour + VAT.

## Common symptoms

- The internet drops out several times a day
- Speeds are far below what you pay for
- The router lights are orange or red
- Port forwarding for a camera or server stopped working
- A new full fibre line is installed but nothing connects
- Your provider keeps saying 'the line tests fine'

## Key facts

- We test on a wired connection first, to separate Wi-Fi problems from broadband faults
- Full fibre (FTTP) uses an ONT box on the wall; the router plugs into it
- Double NAT from two routers in a row breaks VPNs, VoIP and remote access
- Default router admin passwords and old firmware are common security gaps
- A 4G or 5G failover router keeps card payments and email running during outages
- We do not sell broadband; we work with your existing provider
- £45 an hour + VAT, 30-minute minimum

## Finding where the problem really is

'The internet is slow' can mean a dozen different faults. We work from the outside in:

- **The line**: sync speed, error counts and dropouts in the router's logs show whether the provider's connection is the problem.
- **The router**: CPU, memory, firmware age and NAT table size. Provider-supplied routers sometimes struggle with a busy office.
- **The network**: a failing switch, a looped cable or a device flooding traffic.
- **The Wi-Fi**: signal strength, channel congestion and the 2.4GHz versus 5GHz band. See Wi-Fi support.
- **The device**: a laptop with an old network driver or a VPN that routes everything the long way.

A speed test over a cable straight into the router tells you more than ten tests on Wi-Fi. If the wired result is good, the broadband is fine and the fix is inside the building.

## Dealing with your provider

Providers' first-line support teams follow scripts. When you can give them sync speeds, error counts, times of dropouts and evidence that the fault is not on your own network, faults get escalated faster. We gather that evidence and can speak to the provider on your behalf, with your permission as the account holder.

We also explain your contract in plain English: whether you have a static IP, what speed is guaranteed versus estimated, and whether your package includes a business-grade router or a home one.

Business broadband packages often differ from home ones in ways that matter more than headline speed: faster fault repair options, a static IP for remote access, and a router you are allowed to replace. If you keep losing hours to outages, we can help you work out whether a business package, a second line from a different provider, or a mobile backup is the better spend.

## Router set-up and configuration

We configure routers from the main business brands and the ones providers supply, including:

- Changing default admin passwords and updating firmware
- Turning off WPS and UPnP where they are not needed
- Port forwarding for CCTV, a server or a door entry system, done carefully and only where a safer option such as a cloud service or VPN will not work
- Static IP set-up and PPPoE credentials on full fibre or SoGEA lines
- Guest Wi-Fi isolated from your office network
- Turning off SIP ALG for VoIP phones
- Fixing double NAT, where a provider router and your own router both translate addresses, which breaks VPNs and remote access

For firewall rules beyond the basics, see firewall support.

## Moving to full fibre

Openreach and alternative networks are replacing copper with full fibre (FTTP). On install day an engineer fits an ONT on the wall, and your router connects to it by Ethernet. Problems we see often: the old router does not have the right WAN port settings, PPPoE details were not sent through, the analogue phone line feeding an alarm is no longer there, or the ONT is in a reception cupboard far from the comms cabinet.

We check the plan before install day: where the ONT will go, what router you will use, and what else depends on the old line. With the analogue network closing on 31 January 2027, this is also the moment to deal with alarms and card terminals.

## Backup connections and cost

If an outage stops you taking payments or answering email, a 4G or 5G backup is worth considering. A failover router switches automatically when the main line drops and back again when it returns. We help choose a data SIM, test the failover and make sure it does not quietly become your main connection.

Broadband and router fixes are £45 an hour + VAT, with a 30-minute minimum and then 15-minute blocks. New network installs and on-site work are quoted. On the Complete plan (£99 a month + VAT) this is covered by your included hours and helpdesk. Get in touch.

## FAQs

### Why is my business broadband so slow?

It is often the Wi-Fi or the router rather than the broadband line itself. A wired speed test straight into the router shows the true line speed. If that is fine, the fix is inside your building. dijitul can test and diagnose remotely for £45 an hour + VAT.

### Can you talk to my broadband provider for me?

Yes, with your permission as the account holder. dijitul gathers evidence such as sync speeds, error counts and dropout times, which helps get faults escalated past first-line support. We do not sell broadband, so we have no reason to push you to a different provider.

### What is double NAT and why does it matter?

Double NAT happens when two routers in a row both translate network addresses, often a provider router feeding your own. It can break VPNs, VoIP phones, CCTV remote viewing and online games. dijitul fixes it by putting one router into modem or bridge mode.

### Do I need a 4G backup for my broadband?

If an outage would stop you taking card payments, answering calls or sending email, a 4G or 5G failover router is a sensible safety net. It switches over automatically when the main line drops. dijitul can help choose, configure and test one.

### What should I check before full fibre is installed?

Where the ONT box will be fitted, which router you will use, whether you need PPPoE or static IP details, and what else uses your old phone line, such as alarms or card machines. dijitul can check this with you before install day.

### Is my router secure?

Many routers still use the default admin password, run old firmware or have UPnP and remote management turned on. These are easy targets. dijitul updates firmware, changes credentials, closes unneeded ports and separates guest Wi-Fi from your office network.

## Pricing and contact

Support plans from £25 a month + VAT, or £45 an hour + VAT for one-off fixes. Plans: Essential £25/month + VAT (Website software updates (core, plugins, themes) applied and checked, Daily backups, Uptime monitoring, Security monitoring); Business £50/month + VAT (Everything in Essential, 1 hour of fixes or changes every month, Priority support); Complete £99/month + VAT (Everything in Business, 3 hours of fixes or changes every month, IT and Microsoft 365 helpdesk for your team). Ad-hoc support is £45 an hour + VAT. The first 30 minutes are the minimum charge, then we bill in 15-minute blocks. Contact: 01623 650333, support@dijitul.uk, https://dijitulsupport.co.uk/contact/