Enhanced Wi-Fi and GoFibre extenders troubleshooting

Welcome to the GoFibre Enhanced Wi-Fi and GoFibre extenders support page. If you are experiencing issues with your Enhanced Wi-Fi mesh router or your GoFibre extender, then you are in the right place to get your service back to normal as quickly as possible.

If you are looking for general information on your Enhanced Wi-Fi mesh router then please go to this page.

If you are new to Enhanced Wi-Fi and you are looking for information on how to set-up your mesh router, please click here.

If you are having issues with your Enhanced Wi-Fi mesh router(s) or your GoFibre extender, please follow the steps below so we can diagnose the issue and get them up and running again.

Enhanced Wi-Fi troubleshooting steps

If you included Enhanced Wi-Fi to your plan, you should have received a mesh router that looks like this:

If you're using an GoFibre extender instead of Enhanced Wi-Fi, scroll down to the next section for troubleshooting steps.

If you have the GoFibre app, have it open as you will use it during the troubleshooting. If you do not have the app, you can download it for free on the Apple app store and Google Play store.

STEP 1: Restart your Enhanced Wi-Fi mesh router

Please turn your Enhanced Wi-Fi satellite mesh router off by turning the socket off at the wall, waiting 60 seconds then turning the socket back on.

If that doesn't fix your issue, please go to step 2.

STEP 2: Satellite mesh router position

You should position your Enhanced Wi-Fi satellite mesh router between your main GoFibre router and the room that you want to ensure Wi-Fi coverage in. Try moving your satellite mesh router closer to your main GoFibre router to see if that fixes your issue. You can also try moving your satellite mesh router closer to the room that you want to ensure Wi-Fi coverage in.

For more information on how to do this open the GoFibre app and click My Network. If you do not have the app, you can download it for free on the Apple app store and Google Play store.

Click on Equipment and you should see your main router and mesh router listed. Click on your GoFibre satellite mesh router.

The signal strength reading (circled in red below) will tell you how strong the signal is between your main router and satellite mesh router.

Your signal strength will be either Excellent, Good or Weak. If your signal strength is Good or Weak, move your GoFibre satellite mesh router closer to your main GoFibre router to improve the signal strength and the performance of your satellite mesh router and any devices you have connected to it.

If your signal strength is Excellent or if your issue is still not fixed after following these troubleshoot steps then please try setting up your GoFibre satellite mesh router again following the instructions here. If you have tried this already then please contact our friendly UK based customer service team and we will be happy to get your issue fixed for you.

Zyxel extender troubleshooting steps

If you're using a GoFibre extender instead of Enhanced Wi-Fi, follow these steps. Your extender should look like this:

Firstly, we want you to check the lights on your GoFibre extender (not your GoFibre router). They are on the front of your GoFibre extender.

STEP 1: Power light

If the power light is green and is either solid or blinking, then there is no issue with the power to your GoFibre extender. Please move to step 2.

If the power light is red, there is an issue with your extender, please contact us to fix your issue.

If there is no light, please check that your power cable is plugged into the power port and a power socket which is turned on. Then, check the power button on the back of the extender is in the ‘pushed in’ position. If there is still no power light, please contact us to fix your issue.

STEP 2: Link light

If your extender(s) is connected wirelessly to your router:

• If the light is green then there is no issues with the connection between your GoFibre router and GoFibre extender.
• If the light is amber then your GoFibre extender is too close to your GoFibre router. Please move your GoFibre extender further away from your GoFibre router and see if this changes the link light to green and fixes your issue.
• If the light is red then your GoFibre extender is too far away from your GoFibre router. Please move your GoFibre extender closer to your GoFibre router and see if this changes the link light to green and fixes your issue.

If your extender(s) is connected wired to your router:

• The light is green then your LAN cable is connected to your extender

STEP 3: Wi-Fi light

If the Wi-Fi light is green and either solid or blinking then there is no issue with the Wi-Fi connection of your GoFibre extender.

If the Wi-Fi light is off then your GoFibre extender’s WiFi is off.

If you are still experiencing issues, please go to step 4.

STEP 4: Restart GoFibre extender

Please turn your extender off by pressing the power button on the back, wait 60 seconds then turn it back on by pressing the same button.

If that doesn't fix your issue, please go to step 5.

STEP 5: Extender position

You should position your GoFibre extender between your GoFibre router and the room that you want to ensure Wi-Fi coverage in. Try moving your GoFibre extender closer to your GoFibre router to see if that fixes your issue. You can also try moving you GoFibre extender closer to the room that you want to ensure Wi-Fi coverage in.

If your issue is still not fixed after following these troubleshoot steps then please contact our friendly UK based customer service team and we will be happy to get your issue fixed for you.