Knowledge Base

Everything you need to know about your service and equipment.

Pick a Topic?

Articles Listed: Broadband

Can't find what you're looking for?

While we've tried to cover the most important stuff, if you'd like to suggest a topic we'll be happy to add to the knowledge base. In the meantime, our technical support lines are always open!


If you're looking for immediate assistance on an issue specific to your account please use the contact form below.

Get in Touch.

Whatever it is that you need, we're always happy to help.

Email Us
Email Us
Phone Us
Call Us

Freephone from landlines:

0800 206 23 33

Local rate call

01302 235060

Testing your internet connection

Perform a speed test on your internet connection. Ensure the test is conducted from a device that is physically connected to your router through an Ethernet connection, as WiFi-based speed tests are not accurate and cannot be used to acccurately measure speed. We recommend using speedtest.net for this.

Please note that speed test results are affected by the quality of the server, and the site that comes up first may not be the best option. We recommend trying a few different locations hosted by larger well-known companies (such as Vodafone in London) to get the best possible results.

Resetting your Router

Resetting your router to factory settings can help with a variety of issues. We recommend this as a last resort, as it will restore everything on the router to the default settings. To do this, carefully use a pin or paperclip to hold the 'reset' button (in a small hole on the side of the router) for 30 seconds or until the power light goes out.

It can take up to two minutes for lights to come back on, and then attempt to log back on to the router when you can see a solid 'DSL' light. You'll need to connect via an Ethernet cable, or connect wirelessly by joining the 'ASUS' wireless signal which should now show when you search for available wireless networks using a laptop, phone or other device.

No Internet Connection?

This particular issue can be caused by a number of different things including but not limited to:

  • A faulty telephone line
  • Computer fault
  • Loss of router settings

If you have lost your connection to the internet, then the first priority is to identify the cause before we can try to restore service. Before we start, please make sure that your computer is connected to your router with an Ethernet cable, rather than over WiFi.

Connecting to a Wireless Network

To connect to your wireless router you will need to know your wireless network name and password. These will be printed on a card or sticker supplied with your router.

  • Click the network icon in lower right hand corner of your screen.
  • You'll see a list of available wireless network appear. Find your router's name from the list and select 'connect'.
  • You'll be asked for the network security key. This is the wireless key shown on the sticker or card which came with your router. Please enter the exact password as it is written on the sticker/card.
  • You might be asked to choose what type of network this is; home, work or public.
  • You may then be asked to create a 'Homegroup'. If you're not going to use the Homegroup feature, or if you're unsure as to what this means, click 'Cancel'. If you do want to set up a Homegroup, select 'Next' and follow the prompts on screen.

You should now be connected to your wireless network. If you're not using a Windows computer, or would like any additional guidance, our tech support team will be happy to help.

Improving Wireless Signal

The strength of your wireless signal depends on a range of factors, one of the most important being where your router is located.

Finding the best position for your router can be tricky, try and consider two things:

  • The best place for your broadband signal
  • The best place for your wireless signal

To optimize broadband signal, it's a good idea to connect your router to the telephone master socket, that's usually the one closest to where the telephone line enters the building. This becomes more important if you have a low quality line. You don't have to use the master socket, but you'll get the best performance if you do.

To optimize wireless signal, you should try and find a location that's around the centre of the building, not tucked away in a corner (or in close proximity to walls, radiators or electrical appliances), and raised off the floor.

There's no one-size-fits-all rule for this, so try placing your router in different locations and see what works best for you.

Wireless Interference

Routers work using high-frequency radio signals. Like all radio signals, it's possible for them to pick up interference.

This can be caused by all manner of electrical appliances, including; microwave ovens, security cameras, Bluetooth devices, cordless phones and baby monitors.

To avoid interference, try and keep your router away from the above devices if possible, or ask a retailer specifically for devices that operate on a different frequency.

Wireless interference can also be caused by neighboring wireless networks. In the UK, there are 13 wireless 'channels' which routers can utilize, each representing a slightly different frequency. Many modern routers will automatically detect the least congested channel and use that.

If you're experiencing issues, you can check whether your router could perform better on a different channel. This can be easily done using a tool such as inSSIDer. Please note that these are third-party applications and not 'officially' endorsed by Origin Broadband.

If you can see that your router is operating on a congested channel, you can try changing this through the router interface. We generally find that the least congested channels are 1, 6, and 11.

If you need assistance to change your wireless channel, contact our tech support team.

Static IP Addresses

All of our customers are assigned a dynamic IP address free of charge. This means that your IP address can change from time to time. While this is fine for most internet users, as it doesn't affect general browsing, streaming or gaming, some customers may require a static IP address.

Static IP addresses are for people who want more control over their internet connection, and are useful when hosting websites from home or setting up servers.

If you're not sure whether you're currently using a static or dynamic IP address, you can check using websites such as whatismyipaddress.com.

Static IP addresses are available for only £1.49 per month.

Connecting via Ethernet

A hard-wired connection is the most efficient way to connect your devices to the internet. This completely removes the wireless signal loss experienced with a wireless router. It's also how we ask our customers to test their connections.

To connect a device to a router, simply plug an Ethernet cable from the device's Ethernet port to one of the WAN ports on your router. There is usually an ethernet cable included with your router.

Origin Fibre vs Origin Max

Struggling to tell the difference between our two superfast fibre broadband packages?

Origin Max is up to twice as fast as Origin Fibre. That makes it perfect for larger households, or for household with a higher demand for bandwidth.

Depending on your circumstances, Origin Max is able to cope with a full family’s gaming, streaming and downloading needs at the same time!

If you’d like to discuss which of the two packages is better suited to your individual needs, our friendly team of experts are here to help on 0800 206 23 33.

Call Packages

We offer a range of call packages, designed to suit your needs and save you money. These are available to purchase online as a basket upgrade, or over the phone from one of our sales advisors.


Evening & Weekend Calls - £3.49 per month

Unlimited minutes to 01,02,03, 0845 & 0870 numbers between 7pm and 7am and 7pm Friday to 7am Monday. Calls are chargeable after 60 minutes.


Anytime Calls - £5.99 per month

Unlimited minutes to 01,02,03, 0845 & 0870 numbers. Calls are chargeable after 60 minutes.


Anytime Calls + 500 international minutes - £7.49 per month

Unlimited minutes to 01,02,03, 0845 & 0870 numbers and 36 of the most common international countries. Calls are chargeable after 60 minutes.


Anytime Calls + 200 mobile minutes - £7.49 per month

Unlimited minutes to 01,02,03, 0845 & 0870 numbers. Also includes 200 minutes for calls to UK mobile numbers. Calls are chargeable after 60 minutes.


Anytime Calls + 200 mobile minutes + 500 international minutes - £11.99 per month

Unlimited minutes to 01,02,03, 0845 & 0870 numbers. Also includes 200 minutes for calls to UK mobile numbers and 500 minutes to the 36 most common international countries. Calls are chargeable after 60 minutes.

Call Tariffs

You can view our call tariffs here.

Using your test line

Locate your master socket; this is usually located where the line enters your building. Unplug any equipment, then carefully remove the two screws on the faceplate of your main socket using a small screwdriver to reveal the test socket. The test socket lives behind the faceplate of the main socket in your home - so connecting to this should remove the possibility of any extension wiring affecting the quality of your service. If your master socket doesn't have a faceplate you can skip this step.

Testing your Phone line

Connect a corded telephone into the test socket and check for a dial tone. If you had a noisy line but it is now clear, you can perform a quiet line test by dialing 17070. If your service is now fully restored, you can begin to reassemble your master socket piece-by-piece, including cabling, to identify which piece of equipment is faulty, and replace as appropriate.

Voicemail


Function What should I do?
Access Voicemails Dial 1571
Mailbox Press 1 to enter mailbox, then:
  • Press 0 to return the call
  • Press 1 to replay the message
  • Press 2 to save the message
  • Press 3 to delete the message
  • Press 7 to skip back a few seconds
  • Press 8 to pause or unpause the message
  • Press 9 to skip forward a few seconds
Greetings Select 2 from the main menu, then 1 from the personal greeting menu. To start recording, press 1, then # once done. Then:
  • Press 1 to listen to the message you've recorded
  • Press 2 to start using your new message
  • Press 3 to re-record your message
  • Press * to cancel and use your previous greeting
Use the standard greeting message Select 2 from the main menu, then 1 from the personal greeting menu. Press 2 to reset your message to the default greeting.

1471 Service


Function What should I do?
Find the number of your last caller Dial 1471
Return the call Press 3
Withhold your number for a call 141 followed by the number you're calling
Clear the last stored number Dial 1475

Ring back


Function What should I do?
Set up a Ring Back Dial 5 when you hear an engaged tone, wait for a confirmation message then hang up
Answer a Ring Back Pick up your handset when you hear the Ring Back tone
Check a Ring Back Dial * # 37 #
Cancel a Ring Back Dial # 37 #

Call Waiting


Function What should I do?
Switch on Call Waiting Dial * 43 #
Check if Call Waiting is on Dial * # 43 #
Switch call Press RECALL
Switch off Call Waiting Dial # 43 #

Anonymous Call Reject


Function What should I do?
Block all withheld calls Dial * 227 #
Allow all withheld calls Dial # 227 #
Check if Call Reject is active Dial * # 227 #

Call Display

If you have Caller Display activated on your line, and you’re using a compatible phone, you can choose to view information about the caller before you answer the call.

To check whether your telephone is set to display the caller's identity, dial *#234#.

To display the caller's identity on your telephone, dial *234#.

The caller’s number might not be displayed if:

  • The call is from outside the UK
  • The call is from a payphone
  • The caller has withheld their number

To hide the caller's identity on your telephone, dial #234#.

Caller Display is charged at £1.75 per month.

Call Barring

Call barring allows you to customise which calls you can make and receive.

Barring all calls to your phone:

  • To bar all incoming calls to your phone, dial *261#
  • To check whether Call Barring on all incoming calls is active, dial *#261#
  • To cancel barring all incoming calls, dial #261#

Barring calls from your phone:

  • To bar outgoing calls from your phone, dial *34code#. Use the relevant code from the table below.
  • To check whether Call Barring on outgoing calls is active, dial *#34#
  • To cancel barring on outgoing calls, dial #34code*PIN#. Use the relevant code from the table below.

Call Barring is charged at £2.50 per month.

Call Divert


Function What should I do?
Set up Call Divert Dial * (Code) * (Number to divert to) #
Check Call Divert Dial * # (Code) #
Cancel Call Divert Dial # (Code) #
Call Divert Codes 21 - Divert all calls
61 - Divert all calls that aren't answered within 15 seconds
67 - Divert all calls when your line is engaged

Asus DSL-N16


Firstly, we have our standard router, the Asus DSL-N16; a reliable device capable of supporting a variety of wireless, and wired, connections efficiently. This router is what we believe to be the perfect way to start your Origin Broadband experience.

Features & Benefits:

  • ADSL/VDSL compatible modem/router
    • Helps you to free space, instead of having to deal with the clutter of two separate devices.
    • Delivers effective and reliable connectivity to your premises.
  • Wireless-N300 all-in- one device
    • Wireless-N300 technology allows you to access a 300mbps internal connection between devices.
    • Gives you access to signals that are more powerful and, in turn, better Wi-Fi coverage through out the premises.
  • Fitted with four '10/100' Ethernet ports
    • Capable of supporting four wired connections to a number of devices via multiple Ethernet ports for an even more reliable connection.
  • 2.4Ghz Wireless N speeds.
    • A standard frequency that will keep your wireless devices connected and online.
  • Free delivery at point of sale (we own the device)
    • A free router, with free delivery, to start our relationship with you on the right foot.

Asus DSL-AC56U

The Asus DSL-AC56U is a powerful, reliable router, which is perfect for households with numerous internet users and devices. This is the perfect upgrade for anyone looking to create a strong network at home.

Features & Benefits:

  • ADSL & VDSL compatible modem/router.
    • Helps you to free space, instead of having to deal with the clutter of two separate devices.
    • Delivers effective and reliable connectivity to your premises
  • Wireless 'N300' and 'AC1200' all-in- one device.
    • Wireless-N300 technology allows you to access a 300mbps internal connection between devices.
    • A faster AC1200 that covers a range of devices. Makes for 1200Mbps internal network speeds, and long-range Wi-Fi signals.
  • Fitted with four '10/100/1000' Gigabit Ethernet ports.
    • Fast and reliable wired connections through the AC56U's four 10/100/1000 Ethernet ports.
  • Dual band 2.4Ghz and 5Ghz wireless N and AC speeds.
    • A standard 2.4Ghz frequency that will keep wireless devices connected and online.
    • A 5Ghz frequency delivers much higher amounts of data.
    • A 5Ghz frequency does not interfere with most devices that a 2.4Ghz frequency, normally, would.
    • Allows for connections to become much stronger and reliable as there is less interference and “noise”.
  • Ideal for up to 10 wireless devices.
    • Perfect for households with a lot of wireless devices
  • Dual USB, giving 3g or 4g backup or USB storage compatibility
    • The AC56U router supports dual USB ports for 3g or 4g backup to support you during, the unlikely event of, downtime
  • £89.99 including delivery
    • A competitive price for an incredibly powerful router
    • You will completely own the device upon purchase.

Asus DSL-AC68U

The Asus DSL-AC68U is the most powerful router that we offer. Capable of supporting a large number of simultaneous users, this top-of- the-range router is perfect for anyone looking to optimise their Origin Broadband home connection.

Features & Benefits:

  • ADSL/VDSL compatible modem/Router
    • Helps you to free space, instead of having to deal with the clutter of two separate devices.
    • Delivers effective and reliable connectivity to your premises
  • Wireless 'N300' and 'AC1900' all-in- one device
    • Wireless-N300 technology allows you to access a 300mbps internal connection between devices.
    • AC1900 is the fastest internal network technology from our best router.
    • Delivers an internal speed of 1900Mbps to compatible devices.
  • Fitted with four Gigabit (10/100/1000) Ethernet ports.
    • Allows you to create incredibly fast and reliable wired connections through the AC56U's four 10/100/1000 Ethernet ports.
  • Dual band 2.4Ghz and 5Ghz wireless N and AC speeds.
    • A standard 2.4Ghz frequency that will keep wireless devices connected and online.
    • A 5Ghz frequency delivers much higher amounts of data.
    • A 5Ghz frequency does not interfere with most devices that a 2.4Ghz frequency, normally, would.
    • Allows for connections to become much stronger and reliable as there is less interference and “noise”.
  • Ideal for up to 15 wireless devices.
    • Ideal for large families that have a high amount of connected devices at home.
  • Dual USB, giving 3g or 4g backup or USB storage compatibility
    • The AC68U router supports dual USB ports for 3g or 4g backup.
  • £124.99
    • A competitive price, below RRP
    • The router, once purchased, is 100% yours.

Router Delivery

All of our routers are sent out free of charge.

We send out our routers so you will receive the equipment at least two days before you go live, but due to shipping delays and other variables, these can occasionally take slightly longer to arrive.

If you have any questions, or if your router hasn't arrived yet, please let us know via Live Chat, or by emailing info@origin-broadband.co.uk.

Router Control Panel

Once connected to your router, open a web browser (such as Google Chrome), and enter '192.168.1.1' into the address bar (where you would normally enter a website address). A 'log in' screen should now appear. The default username and password will be 'admin' & 'admin' (all in lower case).

If you wish, you can change this later in the 'Administration' section of the router menu. Next, select 'Quick Internet Setup' (in the upper left of the screen) and follow the step-by-step prompts to restore your connection. The first screen will ask for your 'connection type'. Please select 'PPPoE' and click the 'Next' button. You'll need your PPPoE username and password to hand, which is usually written on a sticker or card that is included with your router.

If you don't have this, our tech team will be happy to provide it. Once you've entered your PPPoE username and password, please click the 'Next' button.

Router Settings

Now, you'll need to define your wireless connection settings. Depending on your specific router model, you may have a 2.4GHz setting, a 5Ghz setting, or both. Enter your desired network name and password in the top two boxes, and ensure the box is ticked which states "Copy 2.4Ghz to 5Ghz settings".

Your network name should be 'Origin Broadband' (to help you find it), and your password can be anything you like. You must make sure that your password is between 8 and 63 characters long.

PLEASE NOTE: It is extremely important that you have a secure username and password to access your WiFi which is only shared with people you know and trust. If anyone commits an offence or undertakes any illegal activity from a home broadband connection, the bill-payer for that connection may be held legally or financially responsible.

Cancelling Your Service

You have the right to cancel your service without charge seven working days from the time of order, or up until one working day before your service goes live - whichever comes first. If you cancel your order after this point, you will be subject to a cancellation charge.

You can cancel your service by speaking with our customer service department on 0800 206 23 33, or by emailing info@origin-broadband.co.uk.

Please be aware that we are not able to process cancellations via Live Chat or social media.

Upon cancelling your service, you are liable to return any equipment you have bought outright - such as the free router we send you - within 14 days of cancellation.

Contract Length

At Origin Broadband, we offer our services on 12, 18, and 24 month contracts.

Please check the details of your package for the specific contract length.

Truly Unlimited Gaurantee

We don’t think it’s fair for an ISP to impose harsh restrictions, that’s why none of our products come with a monthly usage limit. Download as much as you like without the worry of unexpected charges.

But that’s not all that ‘truly unlimited’ covers - not even close.

Following high levels of demand in recent years, more ISPs have started to offer products labelled as ‘unlimited’, only to discretely couple them with a ‘Fair Usage Policy’. Generally speaking, this means that they still measure how much data you use, and can even impose restrictions on heavy users. Whether you’re a heavy downloader or just enjoy streaming your favourite shows, you could find yourself at a real disadvantage if you’re stuck with restrictions on your supposedly unlimited service.

At Origin Broadband, we’ve made it known from the very beginning that we won’t block websites or filter any content, unless obligated by law. For parents concerned about their children, there is plenty of free, easy-to-use software available which offers you a more reliable way to control what you see online than any service provider ever could.

So when we say ‘truly unlimited’, we mean;

  • No download limits
  • No fair usage policy
  • No traffic shaping
  • No blocked sites

Your Go-Live Date

Our services tend to take between 10 and 14 working days to be installed form the point of order.

Because we have to arrange for Openreach engineers to install your services, we can’t provide an installation date as soon as you place your order. As soon as we do get a date back, however, we’ll inform you via email and SMS.

Email Addresses

We don’t currently offer customers an Origin Broadband email address.

There are plenty of free email platforms available, such as Gmail and Hotmail / Outlook, which will let you register and send emails for free.

Even though the only people with @origin-broadband.co.uk or @originbroadband.com email addresses will be Origin employees, you should still be wary of what you’re asked to send back. For example, we will never ask for bank account details via email.

Billing Dates

We take direct debit payments on the first working day of every month. Unfortunately, this date cannot be changed for individual accounts.

Initial Order Payment

Payment is taken at the point of order, rather than upon the activation of your service.

This first payment covers your first full month of service.

For example – if you went live on November 10th, then the payment you make at the point of order will cover the month of December.

About Your First Bill

Your first bill covers the partial month of service (from the day you go live until your first full month, which was paid for at the point of order), as well as the following month in advance. Following this, all payments will be taken to cover the following month’s service.

For example - if your services went live on November 10th, then your first bill will cover the partial month of November and the full month in advance of January as per the normal billing process.

Discounted Broadband

All of our broadband packages come with discounted premiums for a certain period, be that six or twelve months. In order to ensure you get the full benefit of our offers, we only apply the credits to complete months, meaning you may have to pay for the partial month between going live and your first full month.

For example - if your Origin Broadband package went live on November 10th, then your first discounted month would be December. We would take a partial payment for November 10th – 30th, and your 12-month discount would expire on November 30th the following year.

Call Lists

We automatically include a list of calls for the previous month with each bill we send you via email. If, for any reason, this call list has not been included in your email, customers can email billing@origin-broadband.co.uk for a complete copy.

Click on an article on the left to find out more information.

Click on an article on the top to find out more information.