RouteThis

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RouteThis is our brand new app to help you get the most out of your connection.

We’re always looking for ways to make it easier for you to fix problems quickly. That’s why we’re introducing the RouteThis Helps app – a new tool to help you get the best from your broadband.

With the app, you can:

Check your Wi-Fi coverage around the home
Spot and fix common problems
Get instant step-by-step guidance

It’s simple to use and gives you more control to get your connection back on track without waiting to speak to us.

Download the app today and run your first scan to see how your home Wi-Fi is performing.

We've got everything you need to know on our dedicated video below:

Setting up the app

You'll need to download the free app on your iOS or Android device. You can find it in the Apple App Store, Google Play Store . You won't be able to set up the app on a web browser. Download the app from the Apple app store or from the Google play store

Once you've downloaded the app simply tap 'Begin' on the welcome screen and enter the code 'Talk'

To get set up on the app:

Open the App Store or Google Play and search “RouteThis Helps” or use the links above
Open the app and tap Begin
Enter the code TALK
Turn on Location Permissions → tap Continue and select Allow While Using the App
Enable Local Network Permissions → tap Allow

Using the app

If you're in contact with our tech team, they may ask you to download and open up the app to support with our diagnostic testing.

Once you're ready to use the app our tech team will be able to:

Scan for issues -this allows our team to scan for the cause of any Wi-Fi issues
Run a speed test
Request a photo/video - this gives our team a live view of what's happening with your set up
Find deadspots to help eliminate coverage issues
Log in to your router to change the configuration

Running a Scan

You'll need to stand next to the device you're troubleshooting (e.g your router), ideally within 1 metre. Simply tap the "Network Scan" to get started. The scan usually takes 1-2 minutes to complete.

If you're in contact with our tech teams we'll ask you to run a scan so we can quickly see what is happening with your connection. We've got some really easy to follow instructions below

Step-by-step:

1: Please stand next to your router and keep the app open until all steps are complete.

2: Open Advanced Tools in the app and run a scan. This takes around 2 minutes—please keep the app open while it runs.

3: Once the scan is finished, we’ll need a photo of your router setup. Go back to Advanced Tools, select Send Photo, check you’re happy with the picture, then send it to support.

Please make sure no personal or private information is visible in the photo.

4: Finally, return the chat with our tech team and share the key shown at the top left of your screen so we can view your scan results.

Once the scan is completed, you'll see:

Speed test results
Overall network health
Suggestions to improve performance

Using Battery Saver on your device?

If you use battery saver mode on your device you'll see a pop-up notification that battery saver is on. You'll need to disable this in order to run a scan on the app.

To do this simply follow the below instructions depending on your device:

Android Devices:

There are two ways to turn off batter saver mode:

Quick Settings Panel:

Swipe down twice - Access the quick settings panel by swiping down from the top of your screen once or twice (depending on your phone).
Locate Battery Saver Icon - Look for the battery saver icon. It usually resembles a battery with a saver symbol or the text "Power or Battery saver."
Tap to disable - Tap the battery saver icon to turn it off. The icon should no longer be highlighted.

Settings Menu:

Open settings - Locate the settings icon (usually a cog icon) in your app drawer or swipe down from the notification bar and tap the settings icon.
Find battery option - Navigate to the battery settings. Depending on your phone's brand, this option might be named "Battery," "Battery & device care," or similar.
Disable battery saver - In the battery settings, look for the option related to battery saver mode. It might be labelled "Battery saver," "Power saving mode," or similar. Tap the toggle switch to turn it off

Apple Devices:

Open settings
Scroll down and tap battery
If Low Power Mode is enabled, move the slider to the left to turn it off. The image below has the slider turned to the right, which means low power mode is enabled.

Disable Power Save Mode from the Control Centre:

Access the Control Centre. If you have an iPhone X or later, you can do this by swiping down from the right-hand corner of the screen. For older models, swipe up from the bottom.
If Low Power Mode is enabled, the battery icon will be highlighted (image below). Tap on it to turn off lower power mode. Please note, Low Power Mode may not be a default icon in the Control Centre. To add it to the Control Centre, first, go to "Settings" then "Control Centre" and "Customize Controls". Tap "Low Power Mode" to add it to the Control Centre.