How can I get support?
You can get support on your Optify service in a number of ways.
- This online help facility
- Telephone: 0333 308 0090
- Email: care@optifyyourworld.com
- Twitter: @optifycare
- Facebook: fb.me/optifycare
- Live chat: from our website
You can get support on your Optify service in a number of ways.
Having problems with your Home Hub? Contact Customer Care and they will help.
Having problems with your MediaHub? Contact Customer Care and they will help.
You may be getting interference from other electrical devices in the room which could cause this. Try accessing Wi-Fi from different parts of the room or building and then contact Customer Care so we can get our technicians to look into this for you.
This sometimes happens if you are already connected with one device and the another device you try to connect has not been added to your account.
This also sometimes happens due to power fluctuations at your site - if you are already logged in when a power failure occurs, the system will think you are still logged in.
You should contact Customer Care to sort out the problem.
To get the best speeds, you should always try to use a wired Ethernet connection if one is present.
Using the Wi-Fi connection may result in slower speeds. This is because the wireless service is usually shared among all Optify users in a block. Each user has, on average, 2-3 devices connected to the network, and at peak times, this can cause a strain on the available bandwidth. A wired connection provides a personal in-room connection that is not shared with anyone else - this will guarantee the maximum download speed for the package to which you subscribe.
If you are using the Wi-Fi connection, make sure you are connecting using 5GHz where available for the best possible speed.
Make sure your device's wireless drivers are up-to-date.
You should check your device for any viruses on your machine and the presence of any peer-to-peer file sharing programs.
If you have a wired connection in the room, but you are connecting via a router, this could also cause slow speed issues. If a router is connected to the in-room data socket, we can only guarantee the speeds with an Optify MediaHub, because they are specially preconfigured by us. Some third party routers can have problems reaching top speeds due to the way they are configured. We cannot help customers to configure third party routers or support the use of them if they are causing service issues.
If you are connecting directly to the data socket with a cable or via a MediaHub and are still having problems with slow speeds, you should contact Customer Care.
Once you have checked all the above, and still have an issue, please contact Customer Care.
If your Wi-Fi signal is fine, then your connection problems may be with your device. Try another device and see if you have the same problems.
If the problem has only just started, then a recently installed update may be to blame.
If you're still having difficulties, contact Customer Care.
Click the link above to read the article.
Before contacting us, follow the steps below:
If you're connected via a router, make sure it's an Optify MediaHub. We can only guarantee the speeds with this type of device because they are specially preconfigured by us. Some third party routers can have problems reaching top speeds due to the way they are configured. We cannot help customers to configure third party routers or support the use of them if they are causing service issues.
If you're still experiencing slow speeds, please try these next steps:
If problems continue, please contact Customer Care.
Before contacting us, follow the steps below:
Using a shared Wi-Fi connection may result in slower speeds. This is because the wireless service is usually shared among all Optify users in a block. Each user has, on average, 2-3 devices connected to the network, and at peak times, this can cause a strain on the available bandwidth.
If you have an Ethernet socket available, then we recommend that you use it instead of the Wi-Fi to get the best speeds.
If you're still experiencing slow speeds, please try these next steps:
If problems continue, please contact Customer Care.
You may have interference from other electrical devices in the room, such as microwaves and mobile phones, as well as other walls which can affect the coverage.
Try accessing Wi-Fi from different parts of the room or property, and move any items that could potentially cause interference, from around your router.
If you're still having difficulties after doing this, please contact Customer Care.
You may have interference from other electrical devices in the room such as microwaves, mobile phones and other walls which can affect the coverage from your nearest Wi-Fi access point.
Try accessing Wi-Fi from different parts of the room or building and move away from items of potential interference.
If you're still having difficulties having done this, please contact Customer Care.
You can get support on your Optify service in a number of ways.