Please refer to the relevant section first, and then get in touch with us via the support form further down the page.
ABOUT YOUR CONNECTION
Problems with your Broadband?
Broadband is the connection from the internet to the router in your home, our point to point full fibre network makes it fairly easy to diagnose issues between your router and the internet.
Are you getting any connection at all?
If yes, skip to Step 3
If no, let's work one by one through the lights to see what's wrong. (We are assuming you are using your mobile data or a neighbour's connection to get on this website)
Step 1) Check if the Power Light Is On: (follow this link to find the Power Light on your router)
This is the left-hand light on the router, if it’s shining green then skip to Step 2, if not…
a) Check the power cable into the router is secure and its turned on at the wall socket.
b) If it still isn’t shining try another socket you know works.
c) If you have done this and it still doesn’t light up then there may be an issue with the router. Why not raise a ticket with our support team on the form at the end of the page or call on 0330 223 2266.
Step 2) Check if the Connection Light is on: (follow this link to find the Connection Light on your router)
This is the second from left light, if it’s shining green then skip to Step 3, if it isn’t then also check the router is firmly clicked into the wall plate, look for any damaged cables into the router.
At this point if the light is still off, it’s probably worth giving us a call on 0330 223 2266 or raising a ticket using the Support form at the bottom of the page.
Step 3) The router is getting connection but you're not.
At this point we need to work out if it is a broadband service issue or it is an in-home wireless issue. To do that we need to carry out a CABLED SPEED TEST.
How to carry out a CABLED SPEED TEST:
1) Turn off all the devices using the broadband in your home.
Remember every phone, TV, Alexa etc.. is constantly streaming data so a speed test isn’t going to give you a true result if these are still whirring in the background.
2) Use an Ethernet cable to directly connect a computer into one of the sockets in the bottom of the router. (Ask our team to provide an Ethernet cable if you don’t have one)
3) Turn off the computer’s Wi-Fi and check you are connected via the network Ethernet cable.
This is really important to make sure the computer is working to it’s best capacity. If it’s a work computer and it has a VPN loaded this may limit the performance of the computer so turn this off.
4) Go to www.speedtest.net and click Begin Test
It will do a load of flashy stuff but the key is that it gives you three key bits of information, being ping time, download speed and upload speed. Give us a call for more info on what each means.
You should be getting approximate speeds that line up with the service you signed up for. The speed test servers themselves have limitations so you might not expect to get exactly the speed you signed up to.
A) If the speed results aren’t what you are expecting, send us the results using the form below including a screenshot of the results page and we will look into it.
B) If the speed test results are in line with your expectations, but you aren’t experiencing this throughout the home, this sounds very much like a wireless or Wi-Fi issue within the home. For more info see Problems with your Wi-Fi below.
Problems with your Wi-Fi?
Before we start make sure you have gone through Problems with your Broadband above to make sure the issue is a Wi-Fi issue, not a Broadband issue. For the less tech-savvy we deliver Broadband to your home router, this router then delivers a Wi-Fi network into your home.
Once you have ascertained that the broadband service is OK with the CABLED SPEED TEST it is then a matter of working out how to optimise the network in your home.
Is the Wi-Fi light on or flashing green?
If it’s not and you have gone through the steps in Problems with your Broadband, then give us a call on 0330 223 2266 or raise a ticket using our Support form at the bottom of the page.
5 GHz or 2.4 GHz
We provide selectable dual band router that broadcast two Grain WIFI channels 2.4GHz("Grain-Surname" and Grain 5GHz("Grain-Surname-5GHz").
- Greater Range will work throughout the house, thick walls and solid objects.
- Provides connectivity for wider range of devices
- Can be affected by Non-Wi-Fi devices such wireless phones, baby monitors, Bluetooth devices, etc.
- Provide stable and higher speeds.
- Lower Indoor Range - When penetrating walls or floors but will provide a higher Wi-Fi profile when closer to the router.
- Minimum non-Wi-Fi interference
While both channels can be used, devices (a smartphone, tablet, laptop, etc.) will connect to only one channel at any given time.
For any devices which are close to the router, you can pick 5 GHz and for devices further away from the router, for best performance, choose 2.4 GHz. And for best online experience use wired connection.
If you're having troubles connecting with your password, first check your Password emails you have received from us to ensure you are entering the correct password. If you still can't connect, contacts our Support team on 0330 223 2266 or complete the Support form at the bottom of the page.
Wi-Fi is one of the biggest issues we face, mainly because OFCOM limit the power of a residential routers Wi-Fi output to 802.11.AX. In real terms we aren’t allowed to make them more powerful.
Will my speed be affected at peak times?
No. Grain equips each home with its own fibre connection which means that your speed will not be affected by other users and your download speed will be what you signed up for.
What is my data limit?
We don't do data limits so fill your boots with as much content as you like.
Can I use my own router?
Grain routers are the most powerful and advanced routers approved by Ofcom which means it can support the full fibre network. This is why we cannot allow using alternative routers.
ABOUT YOUR TELEPHONE
How do I connect my telephone?
We provide voice over the internet protocol service (VoIP). You don’t need any additional technology, just plug in your normal handset and if you have signed up for a phone package, you will receive signal immediately.
Problems with your phone service?
In the rare occurrence that you have an issue with your phone system, please use the form below to send us details of the call you had issues with. We will look into it and get back to you as soon as possible. Please make sure you provide an alternative telephone number (e.g. mobile) in case we need to speak to you.
ABOUT YOUR SKY PACKAGE
Problems with your TV service?
Our unlimited broadband offers endless high definition access to entertainment streamed over the Internet. To make this even easier we have teamed up with Sky to deliver their content over our network. This means you don’t need a dish on your home.
Unfortunately we don’t have any control over Sky’s entertainment content so you’ll need to get in touch with them directly to discuss any issues.
ABOUT YOUR ACCOUNT
Can I change my billing date?
We offer two possible options, 1st or 14th of the month. You can choose which date you’d like your direct debit collected when you first sign up. If you wish to change the date from one to the other, you’d need to contact our accounts team on firstname.lastname@example.org or call 0330 223 2266.
Can't pay my bill?
No worries, if the direct debit bounces, our system automatically sets up another transaction in 3 working days. If you are having issues paying your bill, get in touch with our accounts team on email@example.com or call 0330 223 2266.
Can I only pay by Direct Debit?
Usually we accept only payments via direct debit. For any outstanding charges, you can pay by card, please contact our accounts team on firstname.lastname@example.org or call 0330 223 2266.
I was charged twice in one month. Why is that?
All monthly payments for your Grain service are billed in advance. When you complete your direct debit details which confirms your subscription with Grain, we will collect the first month's payment within 3 working days. Then the second payment may fall within the same month which is meant to align with your chosen payment date while complying with our Payment in Advance policies.
I am moving house, what do I do now?
Just get in touch with our team and we will let you know. And then we can take you through the next steps. Just give us a call on 0330 223 2266 or message us on email@example.com
I wish to cancel my contract.
We are sorry to hear you are leaving us. If you wish to cancel you will need to cover the early termination fees. This is £15 per month for the remainder of your contract, capped at £100.