Welcome to Wired Self-Help
Work your way through the steps below, and if they don’t fix your issue, just get in touch with our friendly Support Team.
No Wired Connection / Wired performance issues
- 1. Log in to your ASK4 account. If you don’t have one, create a new one.
- Make sure you are logging into the correct account. If you have moved accommodations you will need to create a new one. If you have stayed at the same building, you may just need to renew.
- Follow any prompts that appear when you log in, for example to renew your connection just select ‘Renew’ from your account dashboard. If you need to enable your device, just click ‘Enable this device‘.
- 2. Add your devices. Ensure all of your devices are registered to your account – Click here for help with this
- Each device has it’s own MAC address. This needs adding to your account in order to connect.
- Reboot your device – It’s a cliché but it works!
- Try another device If the connection works fine for one but not the other, it points to an issue with the device itself.
- Try a new cable – Ethernet cables are fragile and can become damaged in an invisible way by excessive bending or accidental squashing.
- Try another internet browser – Sometimes it’s the browser itself not performing as well. Try Google Chrome or Firefox.
- Remove adapters – Remove any adapters or extensions and retest to eliminate those being the issue
- Disable your VPN/Firewall – Test the connection without your VPN, firewall or Anti-Virus enabled. If the connection doesn’t work with these switched on you may need to contact your IT provider. If you don’t use a VPN or proxy, you won’t need this step.
- Pause downloads – Pause any downloads or torrents and retest your connection
- Update your device – Update your device to the latest firmware
- Check your wall port – Does it appear physically broken? Are you using the right one? Sometimes flats may have more than one port and not all will be active. Bear in mind furniture may be hiding your working port!
- Check the destination is up – Does the problem only occur on certain websites or gaming servers? It may be related to them rather than your own connection
Feeling technical? Try the below additional steps before giving us a call.
- Check your IP address. – If it starts with a 10, it’s an ASK4 IP. If it starts with 192 or any other numbers, you are connecting to the wrong network. See here for further details and help finding your IP.
- Set IP & DNS Settings to Auto – Ensure any IP or DNS settings are set to automatic – Click here for help checking that
- No improvement? Finding this too complicated? Get in touch here.