Help centre

How can I keep my landline when it is not included in your offers?

Landlines are quickly becoming a thing of the past in London, as more and more people are opting for modern and flexible solutions like Voice over Internet Protocol (VoIP) services. Here are a few reasons why:

  • Cost-effective: VoIP services are typically more cost-effective than traditional landlines, especially for long-distance and international calls.
  • Flexible: VoIP services can be used with a wide range of devices, such as smartphones, laptops, and tablets, making it easier for users to stay connected while on the go.
  • Advanced features: VoIP services often offer a range of advanced features, such as call forwarding, voicemail, call recording, and virtual numbers, that are not typically available with traditional landlines.
  • Scalable: VoIP services can be easily scaled up or down to meet the changing needs of a business or household, making it a more versatile solution compared to a traditional landline.
  • Reliable: VoIP services rely on fiber optic connections for high-speed and reliable internet connectivity, which can often provide better call quality and reliability compared to traditional landlines.

In conclusion, with its cost-effectiveness, flexibility, advanced features, scalability, and reliability, it's clear to see that VoIP is quickly becoming the preferred choice for communication, making traditional landlines a thing of the past.

If you want to keep your landline, have a look at some of the most commonly used Voice over Internet Protocol (VoIP) providers in London:

  1. Sipgate
  2. VoIPify
  3. Voipfone
  4. Vonage
  5. Acefone

These are just a few of the many VoIP providers available, and it's important to consider factors such as cost, features, reliability, and user-friendliness, to find the best solution for your needs.

How can I get access to TV packages over Fibre?

There are several options for streaming TV channels via fibre.

  • Streaming services: Streaming services like Netflix, Amazon Prime Video, and Disney+ provide a wide selection of TV shows and movies that can be streamed over fiber.
  • Free-to-air channels: Free-to-air channels like BBC, ITV, and Channel 4 can be accessed via a digital aerial connected to a TV or a streaming device.
  • IPTV services: Internet Protocol TV (IPTV) services allow you to stream TV channels over the internet, including fibre. Services like Hulu Live and YouTube TV are available in the UK.

It's worth noting that some of these options may require an additional subscription

How do I get access to Optyx Broadband’s services?

Optyx Broadband operates on Open Infra’s Open Access Fibre network. Open Infra provides the fibre connections to homes and businesses, while different ISPs can offer their own services, packages, and pricing to customers. This allows customers to choose from a variety of internet service providers, and provides increased competition among ISPs.

The goal of Open Access Fiber is to create a more competitive market for internet services, increase broadband availability and affordability, and promote innovation and investment in fibre optic technology. In contrast, closed or proprietary fibre networks are owned and operated by a single ISP, which controls access to the network and limits customer choice for internet services.Please contact our customer service team at to see if you have access to Optyx Broadband’s services via an Open Access Fibre network in your neighbourhood.

Can you guarantee the speeds?

With a direct connection to your router via an Ethernet cable, we can guarantee the speed you pay for.

Wi-Fi connections can be affected by interference from other devices, distance from the router, and physical barriers like walls, which can slow down the connection speed. With an Ethernet cable, the connection is more direct and has less interference, so we can ensure a consistent and reliable speed.

What is full fibre?

Full fibre refers to an internet connection that is made up of 100% optical fibres, providing high-speed and reliable broadband. Unlike traditional broadband, which uses a mixture of fibres and copper cables, full fibre delivers data at speeds far beyond what's possible with a copper-based connection. This means faster download and upload speeds, improved connectivity, and a more consistent and reliable internet experience. Full fibre is the future of broadband, offering the capacity to support high-bandwidth applications like online gaming, 4K video streaming, and virtual reality, with minimal lag and buffering. Invest in full fibre and enjoy lightning-fast broadband speeds that keep up with the demands of today's digital world.

What is a fibre box?

The fibre box (or ONT, service distributor, fibre modem, dear child has many names...) is the connection between the fibre and the network in your home. The probability that there’s something wrong with the fibre or that the fibre box is broken is very slim, so if you experience problems with the speed, there is a high chance that there is something else that affects the speed.

On your ONT there will also be a service address that you need to provide to us if you are going to make an error report.

1. Make sure your ONT has power and is turned on

  • Check that the On/Off button is on On.
  • Check the PWR light on the fibre box:
  • Green => OK, skip to step 2 below.
  • Red => Feel the power adapter, if it is cold, try another adapter.
  • No light => Confirm that the power adapter is on, if not, try another adapter.
  • Any adapter that provides 12V will work if the connector fits.
  • If it still doesn't work, please contact customer service.

2. Make sure your fibre box has a link to the fibre network

  • Check the ONT light on the fibre box
  • Green or orange=> OK, skip to step 3 if you have a slow connection.
  • Red or no light => Restart and wait for the PWR light to go out and plug in again.
  • Still red or off? Unplug the power adapter for at least 15 minutes before restarting.
  • If it still does not work, please contact Optyx customer service.

3. Send us a fault report.

There is rarely a fault with the fibre or fibre box, so make sure you check carefully as above before you report a fault. If you checked carefully and it didn't help then contact us via email or phone 0808 175 0842 . We will want to know the following:

  • What's wrong
  • What you have done to troubleshoot and how your computer is connected to the fibre box
  • Service address of your fibre box

My internet is slow

NOTE It is very rare for there to be a failure in the fibre connection if the internet is slow. Poor speed in almost all cases is due to problems locally with you. Therefore, test the below carefully before reporting an error.

Test your speed by visiting, and pressing Start Measurement. You should normally get at least 70% of the speed you ordered.

The speed is usually stated as eg 250/100 which then means 250 Mb / s when downloading (e.g. open a web page or watch Netflix) and 100 Mb / s upload (e.g. upload images to Instagram).

If you get less than 70% of the speed you ordered, follow these steps:

  1. Unplug all network cables from the LAN ports on the fibre box, and then connect your computer by cable directly to the fibre box. Connect directly to the LAN on the fibre box (i.e. not via router).
  2. Use a good computer and good network cable. Preferably a short cable, 1-3 meters, and without breaks or folds. The quality is usually printed on the cable and should preferably be 'Cat6'. Can also be 'Cat 5E' if the cable is a maximum of 1 meter long. If there is no designation on the cable, it is probably of poorer quality. If so, try using a different cable.
  3. Visit and click Start Measurement.
  4. If the result is at least 70% of the speed you ordered then it is considered OK.
  5. If it is slower, check which LAN light is on / blinking at the socket you connected your computer to. Then go to the right section below.

The LAN light is not lit at all even though the cable is plugged into the LAN port

Your computer does not have connection with the fibre box. Change the cable and also try with another computer if it does not help.

OK speed directly from the fibre box but bad when connecting via router

  1. Check what the routers max performance. If you can't find a label or text on your router, try googling your router's product name. Many older or cheaper routers can only handle 100 or 300 Mbps.
  2. Check that all cables are marked Cat6 (or Cat5E but then they must be a maximum of one meter long).
  3. Disconnect all other devices from the router. For example, a faulty printer can lower the entire network.
  4. Try a different router.

Network cables

Cat 5 = 100 mbit
Cat 5e = 1000 mbit
Cat 6 = 1000 mbit
Cat 6E = 1000 mbit
Cat 6A = 10 gbit = 10 000 mbit
Cat 7 = 10 gbit = 10 000 mbit (Next level transmission frequency)

Good/Poor mesh placement:

Mesh placement:

First mesh needs to be close to your router (4–7 meters) Second 4-7 meters from first. The remaining mesh units do not need to be as close together.

House 4–6 rooms: 2 mesh units
House 6–10 rooms: 4 mesh units
Town house: 1 mesh unit / floor

Useful terms and info:

What to consider when it comes to good wireless coverage?

  • What does the home look like? Are there many concrete walls or are they wooden walls?
  • Does the residence have multiple floors?
  • How many clients are used in the home? (laptop, mobiles, tablets, smart TV, etc)

There are a few factors that play into how good of an experience you get. We never just talk about coverage as by definition it only means that you get in touch with the router and do not say anything about what speed you achieve. We usually use the term performance instead as it is a combination of coverage and speed.

Key feature for good Wi-Fi performance

The vast majority of routers available on the market have two different frequency bands, 2.4GHz and 5GHz. The fact that there are different frequency bands allows you to relieve the wireless network so that things that do not need high speed connect to the right frequency.

There is also a function called MU-MIMO (Multiple Users-Multiple In Multiple Out) on this router, in simple terms it is a technology that allows the router to maintain the same quality of connection to several devices at the same time, such as mobiles, laptops and tablets. If you do not have this function on the router, the performance will go down for each device that you have connected.

There is another feature on the router that makes use of the home's natural conditions such as walls, mirrors and doors as these reflect signals. That feature is called Beamforming.

Access points

When installing a router, location is important, strive to place it as centrally as possible. If the home is large, there may be a need for one or more access points. If the access point is placed one floor up, try to place the access point as directly above the router as possible for the best signal. Optyx access point has LED lights that provide information about the signal strength.

Problem sources

There are some things that are generally present in all our homes that do not favour the possibility of the Wi-Fi signal. Refrigerators and freezers interfere with wi-fi signals so pay attention to where they are in the home. Mirror walls are great for reflecting signals but allow in a room behind the mirror the signal to be negatively affected.

Older Wi-Fi devices can ruin other devices, such as an old printer.

Concepts to keep an eye on:

  • Frequency
  • 2.4GHz: Runs a little slower in speed but is a longer range.
  • 5GHz: Higher speed but lower range.
  • 4x4 + 4x4: 4 antennas transmitting and 4 receiving data per frequency.
  • MU-MIMO: Multiple users get the same performance at the same time
  • Band steering: The right device uses the right frequency
  • Beamforming: Utilizes the home's natural reflections to improve the signal.

General questions:

Which LAN socket should I use in the fibre box?

You can use any of the available outlets. "Free seating".

How many devices can I connect to my fibre box?

We recommend that you always connect a router to the fibre box, and then connect other devices to the router. To one router you can connect basically unlimited numbers of devices.

The number of devices that you can connect directly to the fibre box depends on how many IP addresses we give you. Normally we only give you one IP address, meaning that you can only connect one device directly to the fibre box.

What ports are open?

All the ports on the fibre box are open.

My online game is not working, why?

If your game is not working, first make sure you have an internet connection. If it still doesn't work, it depends on the router you're using. The fibre box does not block anything.

My internet is slow, can I do something?

If you feel that your internet is not working optimally or below your expectations, go to the following guide: My internet is too slow.


Use the needle for the small hole (This will clear the memory. Your router's name and password will return to the original) You will find the username and password at the back of the router.