Help & Support

Depending on how your home needs to be connected to our network, our engineers will bring a new fibre cable into your home, either overhead via an existing telephone pole, underground via existing or new ducting or, if you’re in a flat/apartment, from directly outside your home if it has been pre-installed in your building.

The fibre cable will be fed into your home via a small hole which the engineer will drill in your wall.

This will be connected to a small fibre box which will be fixed to your wall inside your home.

The engineer will connect your new router to the fibre box and test your broadband service, ensuring you are connected to 900Mbps hyperspeed broadband.

To connect the fibre box and wi-fi router, we will need two power sockets or a suitable adapter.

Lastly, the engineer will tidy up, make sure you’re connected to wi-fi and answer any questions you may have.

We’ll ask for a signature to complete the work and we’ll be on our way, leaving you to enjoy streaming, gaming, shopping and box-set bingeing, safe in the knowledge that you have the fastest broadband available.

To change your installation appointment, please login to your toob account here.

In your account, you will be able to select a new appointment date and time.

Alternatively, you can give us a call on 0800 368 9458 and we will rearrange your appointment for you.

We may charge a fee for last minute changes after 2 pm the day before your installation

We will normally install the fibre box near your existing telephone point in your home, but this will vary from property to property. The engineer will discuss this with you when they arrive.

If any furniture needs to be moved, we’d need you to move it for us.

We will need access to at least two power sockets nearby, one to power the fibre box and one to power the wi-fi router.

You can test your broadband speed using one of the Ookla speedtest apps available here.

We recommend performing the speedtest on your computer with a wired connection, as mobile devices are not powerful enough to measure the 900Mbps top speed we provide.

Please remember to select toob Ltd as your speedtest server.

Wi-Fi performance will vary and is impacted by many external factors such as walls, distance from router and interference from other devices such as cordless phones and televisions.

The best way of getting the maximum speed of your internet is to connect your device via a good quality ethernet cable straight into your router. We recommend a CAT6 or CAT5e cable for best performance. Your device also needs to have a 1Gbps ethernet port.

Other device factors such as device memory and CPU capacity may limit the speed test results. If you aren’t getting 900Mbps try closing other programs on your computer and see if this improves the results.

If this improves the results but it still doesn’t reach 900Mbps this might mean that your device isn’t capable of reaching higher speeds, but don’t worry, you will still be able to receive a total of 900Mbps across all your devices, so you’ll still be able to make the most of your hyperspeed broadband.

Many older current devices aren’t capable of reaching 900Mbps over wi-fi. Usually, only newer, top-end devices have the capability to receive these speeds.

Wi-fi speeds are also impacted by external factors like furniture, walls, distance from the router and interference from other electrical devices like cordless phones, baby monitors or other wi-fi routers.

You can test your broadband connection speed as described in “testing your broadband speed”.

If you aren’t getting 900Mbps, try closing other programs on your computer and see if this improves the results. Anti-virus software is often a cause of slow downloads due to the way it checks download data.  If this improves the results but it still doesn’t reach 900Mbps, this might mean that your device isn’t capable of reaching 900Mbps.

If you believe that your slow speeds are not due to your device, then please report this to us via your customer portal or give our friendly support team a call on 0800 368 9458 and we’ll investigate your issue.

You can log into your online account here.

You will need to use your email address and your password which you set the first time you logged in.

Don’t worry, you can reset your password if you have forgotten it.

From your account, you can view your bills, change your details and view or report any issues you experience.

You can view your account by logging in here.

From there you can change your contact details and preferences.

If you wish to make a change to your Direct Debit information, please give us a call on 0800 368 9458.

You can view your bills on your online account by logging in here.

From there you can see your current and previous bills and payment history.

If you wish to cancel your service then you can do so by giving us a call on 0800 368 9458.

If you wish to leave before the end of your minimum contract period, then you may have to pay a fee to do so.

If you are outside your minimum contract period or on our 1-month rolling package, then you can cancel at any time, given 7 days notice, with no additional payment. Your service will end at the end of your current billing period.

When you’ve cancelled your service we ask that you leave the fibre box connected on the wall.

The router is yours to keep.

If toob broadband is available at your new home address, you can retain your toob broadband service.

We may have to schedule a new installation so please give our friendly care team a call to discuss your dates on 0800 368 9458.

Any new installation will require you to start a new contract but there will be no new installation fee if you’re within your current contract.

If you are moving home and we can’t provide toob broadband at your new address, then you are free to cancel your toob broadband service with no early termination charges. toob may ask for proof of your new address to confirm we cannot provide the service.

For more information on moving home please see our terms and conditions.

 

If you’ve forgotten your password, don’t worry.

Just go to the online account login page here and click “forgot password?” and follow the instructions.

Wi-fi speeds will vary considerably depending on the capability of the device you are using, plus several environmental factors including router position, wall thickness and interference from other wi-fi sources.

Your wi-fi router is dual-band, meaning there are two frequencies over which the wi-fi works. The wireless band you are connected to also impacts speed.

Generally, the 5GHz channel will give faster speeds and the 2.4GHz channel has a longer range.

Your device should automatically select which band is best when it connects to the router.

If you aren’t able to connect to the internet follow these steps to try and resolve any issues:

  1. Check the connection with another device to see whether the issue is with the device or the service
  2. Check all cables are connected to the router and fibre box and they are both powered on
  3. Reboot the router and fibre box by turning them off and on again at the power socket, it could take up to 5 minutes to fully reboot.

If you haven’t been able to resolve your issue, then please give our support team a call on 0800 368 9458 and we will investigate further.

If we can’t help you over the phone we will send an engineer out to fix your issue.

If you have any other issues or queries about your service, our friendly care team can be contacted 8am – 10pm Monday – Friday and from 9am – 5pm at weekends
Phone: 0800 368 9458
Email: helpdesk@toob.co.uk

Alternatively, you can contact us on any of our social media channels:

The majority of ‘fibre broadband’ sold today is only a fibre connection up the green or grey cabinet in the street. From there it uses the old copper phoneline to deliver your broadband into your home, leaving it open to slower speeds due to interference and how many people are sharing the connection to the cabinet.

toob’s full-fibre network brings the fibre straight into your home ensuring you get the full 900Mbps with no slowdown over distance or because of the number of users.

toob broadband will deliver symmetrical upload and download speeds of 900mbps.

What does this mean?

You’ll download a movie in little more than 30 seconds, you can upload all your holiday snaps to cloud storage in seconds and importantly, everyone in your home will be able to use the internet for what they want at the same time, be it streaming, browsing or gaming with no buffering or slowdown.

toob is currently rolling out in Southampton.

If you are in the Southampton area, please register your interest and we will be in touch just as soon as you can order.

toob will also be rolling out in other towns and cities across the South of England.

Follow us on our social media to keep up to date on our future rollout plans.

toob is a broadband only supplier, this means we do not offer a TV or phone service.

Many customers now watch most of their TV through streaming and on demand services such as BBC iPlayer, ITV Hub, Netflix, Amazon Video Prime, Apple TV, NOW TV or Disney+.

With toob’s hyperspeed full-fibre broadband you can stream these all of the services from SD to 4K, safe in the knowledge that buffering is a thing of the past.

As we are using our own network to provide our broadband service, if you want to keep your current phone line or TV service you can do so as well as using toob’s service.

Need to keep a landline?

This can be done through our partner Vonage.

There are several ways in which you can connect to your router:

Connect using wi-fi: use the wi-fi details on the back of the router and the wi-fi reference card to connect or scan the QR code on the router and reference card to connect your devices

Connect using Ethernet:  you can connect up to 4 devices via the yellow LAN (Local Area Network) ports on the back of the router.

Connect using WPS (wi-fi protected setup):  press the wi-fi pairing button to activate WPS on the router. Then follow the instructions for WPS setup on your wi-fi device.
Note: ensure your wi-fi device is in the same room as your router when attempting to pair using WPS.

Wi-fi speed is dependent on wi-fi signal strength and each device’s capability. A basic laptop may only have a 100Mbps card installed so be limited by hardware, whereas a high-end phone or tablet may be able to receive well over 600Mbps on a wi-fi connection.

We recommend you visit your device manufacturers website to check the wi-fi capability of your device.

There are multiple factors which can reduce wi-fi signal, such as router location, having thick walls or lots of furniture close to the router. Even fish tanks can reduce wi-fi signal.

The wireless band you are connected to also impacts speed. In general, you will get faster speeds on the 5GHz band but the 2.4GHz band has a longer range.

Because wi-fi uses radio waves, you may have problems with interference – especially on the 2.4GHz wireless band as this is the most commonly used for wi-fi devices, cordless phones, baby monitors and remote-control toys.

The 5GHz band isn’t so prone to interference, mainly because there are fewer 5GHz devices around.

5GHz can also deliver higher speeds than 2.4GHz. Your device should automatically select the best frequency when it connects to your router.

You can view the router guide which you will have received with your router here.

This will give you information on the router setup, the lights on your router and some troubleshooting tips.

You can find your wi-fi name and password on the back of your router.

If you want to make any changes to your username or password, you can do so by accessing the settings on the router home page, details of which can be found here.

Please note: if you’re connected on a wi-fi device, changing your wi-fi name or password will disconnect you from the network, and you’ll need to reconnect to the wi-fi with your new details.

If you have forgotten your wi-fi password and cannot log in to change it, you can revert to the name and password on the back of the router by performing a factory reset by putting a pin in the hole labelled “reset” on the back of the router.

Yes, you may replace the toob provided router to one of your choice.

Be advised that for fault investigation purposes we may require you to re-connect your toob router so do please keep it to hand

All our policies are available here.

If you have any questions about our policies, please give us a call on 0800 368 9458 or email us at helpdesk@toob.co.uk

 

When it comes to online safety there’s not a “one size fits all” solution.

The best way to keep your children safe online is by using a combination of the following :

Both android and iOS offer parental controls which allow parents to see what their children are doing on the device, set time limits for device usage and restrict access to different apps.

These controls will work independently of how the device is connected to the internet so will work both in and out of the home.

For iOS only (Apple)
For iOS and Android:

You can also find more details of device controls on InternetMatters.org.

These are controls which can filter content and can protect you from malicious websites. They apply equally to any device connected to your wi-fi network.

These filters are limited in that they only work when devices are connected to the wi-fi, so offer no protection when devices are connected through other networks or outside the home.

They also can be bypassed by the use of a virtual private network (VPN) and they don’t apply to purchases or content within apps, such as Netflix or app stores.

There are a number of free DNS services, a couple we would recommend are CleanBrowsing and OpenDNS.

Click here to follow our guide to set this up on your router

No solution will be 100% effective, so it’s important that both parents and children are aware of risks online so that they know what to do to stay safe.

You can find more information on staying safe online for both parents and children here.

 

You can schedule when connected devices can access the internet through the router portal.

Please see our guide for instructions on how to do this here.

Please be aware that this only stops devices connecting through the router, it will not stop devices if they use mobile data or a different network.

Our friendly care team can be contacted 8am – 9pm Monday – Friday and from 9am – 5pm at weekends
Phone: 0800 368 9458
Email: helpdesk@toob.co.uk

Alternatively, you can contact us on any of our social media channels: