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
chevron down
Phone Us
Call Us

0330 024 17 77

Local rate call

01302 235060

Origin Fibre vs Origin Max

Our two-superfast fibre broadband packages meet different needs for different households, but which one is right for you?

Origin Max is up to twice as fast as Origin Fibre. That makes it perfect for larger households, or for households 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!

Origin Fibre operates at the standard fibre speeds of up to 38mbps which makes it perfect for streaming TV and Movies in stunning HD. On the other hand Origin Max operates on the very maximum speeds that your line can operate at, so if you want the very best your home can get then this is the package for you.

If you’re still unsure on which of the two packages is better suited to your individual needs just click here to take our package guide quiz.

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. Once plugged in, you should now automatically be connected to your network.

To optimise 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!

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 the lower right hand corner of your screen.

From here, you'll see a list of available networks 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, being mindful that these passwords are case sensitive.

You might be asked to choose what type of network this is: home, work or public. After this, 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 on 03300 24 27 77.

Static IP Addresses

As standard, 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. This doesn't affect general browsing, streaming or gaming, so most customers find that this is the best way to use their internet.

For those who want more control over their internet connection, a Static IP can be added for only £1.49 per month as an add-on to your package. These 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.

Test Your Internet Connection

Performing a speed test on your internet connection ensures that both you and Origin have an accurate picture of what you’re experiencing. Ensure the test is conducted from either a laptop or PC that is physically connected to your router through an Ethernet cable, as WiFi-based speed tests are not accurate and cannot be used to accurately measure speed. We recommend using http://www.speedtest.btwholesale.com/ for this.

PLEASE NOTE: 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."

Improving wireless signal

The strength of your wireless signal depends on a range of factors. For example, older properties can have thick internal walls which can prevent any usable WiFi signal getting through. Therefore, one of the most important factors when using a wireless signal is the location of your router.

Finding the best position for your router can be tricky, so we advise that you consider these three things:

  • Where you will mainly be using WiFi
  • Proximity to your Phone socket
  • Walls within the property

To optimise your 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. Connect your router and micro filter directly to the master socket, bypassing any telephone cord extenders. You can find a guide on how to do this here.

Ensure that the aerials on the router are set appropriately, the wireless signal radiates out from the aerials, so signal above or below the router will be limited unless they are laid flat. One way to improve this is to position them vertical.

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

If you’re still struggling with dropouts in certain areas of your home, then you may benefit from using WiFi range extenders.

Our customer service team will be happy to make recommendations if you’re able to give them a call on 03300 24 27 77.

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 neighbouring wireless networks. In the UK, there are 13 wireless 'channels' which routers can use, 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 will perform better on a different channel. This can be easily done using a tool such as inSSIDer which can be downloaded online. Please note that these are third-party applications and are not officially endorsed by Origin Broadband.

If you can see that your router is operating on a congested channel, please click here to see how to change the wireless channel that your router is using.

If you need assistance to change your wireless channel, contact our tech support team via social media or by calling 03300 24 27 77.

Diagnosing packet loss

Firstly, connect a PC or laptop to your router via Ethernet cable to eliminate WiFi issues.

Next, open at least two command prompts by searching for CMD in the start menu.

Ping a different website in each prompt e.g. “Ping bbc.co.uk –t” in one, and “Ping facebook.com-t” in another.

Please note; not all websites will respond to pings and some will drop packets to limit continuous requests.

Compare the results of the two windows. If you have a network or connection issue, then the responses in each of the command responses will increase or dropout at the same time.

If you do notice a dropout, that means that there is an issue with either your computer, your wiring, your router, or your connection. To rule out your computer and your cables, we can now perform the same test via your ASUS router.

Open your web browser and type in 192.168.1.1 in the address bar. This will bring you to the login screen for your router interface. The username and password are both set to ‘admin’ by default (if you’ve changed this, then please enter your personal details).

Navigate to ‘Network Tools’ at the bottom of the Advanced Settings toolbar.

Select one of the websites from the dropdown list beneath Target, and click ‘Diagnose’.

If the results are clear (0% packet loss), then it would appear that the fault lies with either your computer, or your Ethernet cable. By replacing these, your issue should resolve.

If you do notice any irregularities in the results of the ping test, please give our technical support team a call on 03300 24 27 77.

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 and 03, 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 and 03. Calls are chargeable after 60 minutes.


Anytime Calls + 500 international minutes - £7.49 per month

Unlimited minutes to 01,02 and 03 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 and 03. 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,and 03 numbers. This 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.

Calls to premium rate numbers are not covered under any of these packages.

Please click here for a full list of Origin Broadband call tariffs.

Call Tariffs

Please click here for a full list of Origin Broadband call tariffs.

If you have any questions regarding what your package covers and what you can be charged for, please review your package, or call our team on 03300 24 17 77.

Caller Display

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

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

To display the caller's identity on your phone, 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

Service How to Use It
Bar outgoing calls Dial *34code#. Use relevant code from below.
Check whether outgoing Call Barring is active Dial *#34#
Cancel bar on outgoing calls Dial #34code*PIN#. Use  relevant code from below.
Bar incoming calls Dial *261#
Check whether incoming call barring is active Dial *261#
Cancel bar on incoming calls Dial *261#

Pin Codes

1 - Bars almost all calls. Cancelling this option also cancels any other options you've barred.

2 - Bars calls to UK landlines, international calls and calls to mobiles.

3 - Bars international calls.

4 - Bars all operator calls and SMS text messages.

5 - Bars calls to numbers with a * or # in them (includes some call features, but you can cancel this.)

7 - Bars calls to premium rate numbers.

Call Barring is charged at £2.50 per month.

Using Your Test Port

The first step is to locate your master socket; this is usually located where the line enters your building and has ‘BT’ or ‘Openreach’ written on the faceplate.

Unplug any equipment, then carefully remove the two screws on the faceplate using a small screwdriver to reveal the test port. If your master socket doesn't have a faceplate you can skip this step.

To connect to it, take the microfilter or DSL cable that should be plugged into your master socket and plug it into your test port.

The test port lives behind the faceplate of the master socket - so connecting to this should remove the possibility of any extension wiring affecting the quality of your service.

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 plug your equipment back into your master socket and router, piece-by-piece including cabling.

You should be able to identify which piece of equipment is faulty and replace as appropriate.

1471 Service


Service How to use it
Find the number of your last caller Dial 1471
Return the call Press 3
Withhold your number for a call Dial 141 followed by the number you're calling
Clear the last stored number Dial 1475

Voicemail


Service How to use it
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.

Ring back


Service How to use it
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


Service How to use it
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


Service How to use it
Block all withheld calls Dial * 227 #
Allow all withheld calls Dial # 227 #
Check if Call Reject is active Dial * # 227 #

Call Divert


Service How to use it
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

International Calls

Our International call packages include calls to the following 36 countries:

  • Australia
  • Austria
  • The Azores
  • Bahamas
  • Belgium
  • Canada (inc. mobile numbers)
  • China
  • Croatia
  • Cyprus
  • Czech Republic
  • Denmark
  • Finland
  • France
  • Germany
  • Gibraltar
  • Greece
  • Hong Kong
  • Hungary
  • Italy (inc. Vatican City)
  • Japan
  • Luxembourg
  • Madeira
  • Malaysia
  • Netherlands
  • New Zealand
  • San Marino
  • Singapore
  • Slovenia
  • Spain (inc. Balearic & Canary Islands)
  • Sweden
  • Switzerland
  • USA (inc. mobile numbers)

Any calls that are made to countries outside of this list will be charged at the standard rate for international calls. These rates can be found here.

Installing a new phone line

A new phone line can be needed for a variety of reasons, including but not limited to:

  • If there isn’t currently a phone line installed
  • If your phone line is damaged or in a state of disrepair
  • If your phone line has been unused for a long period of time
  • If you have a phone line which is incompatible with our service

Once we have gathered the necessary information to see whether a new line is required at your property, we’ll let you know as soon as possible via email and SMS.

Stopped telephone lines

If you’ve informed your former ISP that you’ll be switching provider, they may decide to stop your line.

If a ‘cease’ has been placed on your line, the only way for you to remove it is to speak with your former provider. Unfortunately, we can’t do this for you, but we can tell you which company you need to speak with.

If the cease can’t be removed for any reason, we will have no option but to install a new line, and this will incur a charge of £48.00.

We ask that our customers don’t inform their current provider that they’re switching; instead, just place an order with us and we’ll arrange everything for you.

Nuisance Calls

There are a few options to try when dealing with unwanted or nuisance calls.

Registering with the Telephone Preference Service is the number one way to do this. It's free and easy to sign-up, once the number is registered it makes it illegal for a company to cold-call you.

You can sign up to the TSP here or by texting 'TSP' to 85095

We also have a number of different call packages you can add to your service in order to stop these calls.

  1. Our Choose to Refuse service allows you to block up to ten specific numbers - this could be perfect if it's the same companies hassling you. This service costs £4.75 per month.
  2. We offer Anonymous Call Rejection, which means that you won't receive calls from withheld numbers. This service costs £5.79 per month.
  3. If you'd prefer to block all incoming calls, we can help there as well. Call Barring is available for £2.50 per month.

To order either of these add-ons, please give our customer service team a call on 03300 24 27 77.

Alternatively, many new home phones come with the ability to block specific calls. The lower tier models will be able to block calls from specific numbers, while the more advanced ones allow you to block calls from numbers from a specific range (eg. 08**), international calls, or calls from withheld numbers.

Please be aware that these may work more effectively if you have Caller Display enabled on your line. This service costs £1.75 per month on your Origin line.

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 social media, or by emailing info@origin-broadband.co.uk.

ASUS N14/N16


Firstly, we have our standard routers: The ASUS DSL-N16 and DSL-N14; two reliable devices that are capable of supporting a variety of wireless and wired connections efficiently and with ease. These routers are what we believe to be the perfect way to start your Origin Broadband experience, whether it be on an ADSL connection with the N14 or on a Fibre/Max connection with the N16.

Features & Benefits:

  • 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 throughout 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.
  • 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

Asus DSL-AC56U

The ASUS DSL-AC56U is the next step up from our standard router. Capable of supporting simultaneous users running high performance tasks, this router is perfect for anyone looking to expand their Origin Broadband home network.

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
  • The router, once purchased, is 100% yours

Asus DSL-AC68U

The ASUS DSL-AC68U is the most powerful router that we offer. Capable of supporting a large number of simultaneous users across a wide area, 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 including delivery
  • A competitive price, below RRP
  • The router, once purchased, is 100% yours

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 the lights to come back on after holding down the reset button. Once you can see a solid 'DSL' light, please attempt to log back on to the router.

When this is complete, please follow the setup guide here and return to this page once you have finished.

The reset process should now be done. If you are still experiencing issues, please download and follow the relevant setup guide from the options below and run through a manual setup of your router. Alternatively, you can give our tech team a call on 03300 24 17 77 who can walk you through this process and further measures should they be required.

You can download the ADSL Setup Guide here or VDSL (Fibre) Setup Guide here.

Setting Up Your Router

Your router should come pre-configured, however, if you do need to perform a setup of your router, just follow the guide below to get online.

Once your router is connected up, 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 PPP 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, we will be happy to help just give us a call on 03300 24 17 77. Once you've entered your PPP username and password, please click the 'Next' button.

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.

You should now be up and online.

Alternatively, if you need to setup your router’s WPA settings manually, you can download the ADSL Setup Guide here or VDSL (Fibre) Setup Guide here.

Router Control Panel

Your router’s control panel allows you to change and check any settings related to your router. To access it, please follow the steps below.

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.

You should now be in the control panel. From here, you can access the rest of your router’s settings.

Changing your WiFi Password

Open your web browser and type in 192.168.1.1 in the address bar. This will bring you to the login screen for your router interface. The username and password are both set to ‘admin’ by default (if you’ve changed this, then please enter your specified details).

Under ‘System Status’ on the right-hand side of the first screen, you’ll be able to edit the settings of your wireless network.

The ‘WPA-PSK key’ is the password for your wireless network. You’re able to change this, but it’s probably best to make a note of it for when you’re connecting your devices.

Select ‘Apply’ to save any changes you’ve made.

Checking your Connection Speed

Open your web browser and type in 192.168.1.1 in the address bar. This will bring you to the login screen for your router interface. The username and password are both set to ‘admin’ by default (if you’ve changed this, then please enter your specified details).

Navigate to ‘System Log’ within the ‘Advanced Settings’ menu on the left-hand side.

Select ‘DSL Log’ from the top menu bar – it’s the second option from the right.

In the ‘Line Stats’ table, look for ‘Data Rate’. This is the downstream/upstream rate at which the router is connected. This means it’s more reliable than doing a speed test through a website, as it removes all interference and deterioration caused by your cables, WiFi signal, and computer.

The figures shown are in Kbps, but you can convert them to Mbps easily using Google.

Checking your Network Utilisation

Open your web browser and type in 192.168.1.1 in the address bar. This will bring you to the login screen for your router interface. The username and password are both set to ‘admin’ by default (if you’ve changed this, then please enter your specified details).

Navigate to ‘Traffic Manager’ within the ‘General’ menu on the left-hand side.

Navigate to the ‘Traffic Monitor’ tab (second from the left).

Make sure you select to view the correct data – if you have a fibre-optic connection, select the ‘VDSL WAN (PTM)’ tab. If you’re using a standard broadband connection, select the ‘ADSL WAN (ATM)’ tab.

The graph you see will show how much data is passing through your router.

Changing your Wireless Channel

Open your web browser and type in 192.168.1.1 in the address bar. This will bring you to the login screen for your router interface. The username and password are both set to ‘admin’ by default (if you’ve changed this, then please enter your specified details).

Navigate to ‘Wireless’ within the ‘Advanced Settings’ menu on the left-hand side.

Change the ‘Control Channel’ to a less congested channel. You can test which channel is the best for you by running a speed test (over wireless) for each one. Alternatively, a range of free software is available to find the least congested channel.

If you’re using an older device, it may help to improve your wireless connection by changing your ‘Channel Bandwidth’ to 20 MHz. If you’re still suffering from interference, try changing this to 40MHz.

Parental Controls

Open your web browser and type in 192.168.1.1 in the address bar. This will bring you to the login screen for your router interface. The username and password are both set to ‘admin’ by default (if you’ve changed this, then please enter your specified details).

Navigate to ‘Parental Controls’ within the ‘General’ settings menu on the left-hand side.

Toggle the ‘Enable Parental Controls’ setting.

Under ‘Client Name’, chose the name of the device you wish to apply controls for, then click the ‘+’ symbol beneath ‘Add/Delete’. Then click ‘Apply’.

To edit the conditions for this device, select the pencil icon under ‘Time Management’

You’re able to select the time slots where access to the internet is permitted. Once you’ve done this, click ‘Save’.

Port Forwarding


Open your web browser and type in 192.168.1.1 in the address bar. This will bring you to the login screen for your router interface. The username and password are both set to ‘admin’ by default (if you’ve changed this, then please enter your specified details).

Select ‘WAN’ from the Advanced Settings menu on the left-hand side.

Change the ‘Enable Port Forwarding’ option to ‘Yes’

Check under ‘Famous Server List’ and ‘Famous Game’ list to see if the router has pre-configured settings for the ports. If you can find the server/game you’re looking for just select the ‘Local IP’ device using the dropdown menu, then select ‘Apply’.

If you can’t find the server/game, enter a name for the service under ‘Service Name’

Enter the ‘Source IP’ if required, otherwise, leave blank

Enter ‘Port Range’

Select the ‘Local IP’ device, using the dropdown menu

Enter the ‘Local Port’ to map to, if different from ‘Port Range’

Change ‘Protocol’ to the relevant setting

Click ‘Add’ then ‘Apply’

PLEASE NOTE: In order to use port forwarding services, you will need to have a static IP address with your account.

Setting up a Guest Network

Open your web browser and type in 192.168.1.1 in the address bar. This will bring you to the login screen for your router interface. The username and password are both set to ‘admin’ by default (if you’ve changed this, then please enter your specified details).

Navigate to ‘Guest Network’ within the ‘General’ menu on the left-hand side.

Click on one of the ‘Enable’ buttons to activate a guest network. You can enable up to three guest networks with different settings at once.

The screen will now display the settings for your guest network. We recommend changing the ‘Authentication System’ from ‘Open System’ to ‘WPA2’, but this can be left unsecured if you require.

Next, enter your desired settings for the network, such as the SSID.

You can change the ‘Access time’ if you’d like to automatically turn off the guest network after a specified period of time.

Click ‘Apply’ once you’ve entered your required settings. Please note that the network will reset at this point, causing a temporary loss of connection – but you probably won’t even notice.

Setting up your WiFi Network

Open your web browser and type in 192.168.1.1 in the address bar. This will bring you to the login screen for your router interface. The username and password are both set to ‘admin’ by default (if you’ve changed this, then please enter your specified details).

Under ‘System Status’ on the right-hand side of the first screen, you’ll be able to edit the settings of your wireless network.

Your ‘Wireless name (SSID)’ will be the name of your WiFi network. You can change this at any time; just make sure it’s something memorable!

We recommend using ‘WPA2-Personal’ as your Authentication Method as this is the most secure option.

The ‘WPA-PSK key’ is the password for your wireless network. Again, feel free to change this, but it’s probably best to make a note of it for when you’re connecting devices.

Select ‘Apply’ to save any changes you’ve made.

Your Go-Live Date

Our services can take between 10 and 14 working days to be installed from 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. This can take 4 working days to receive.

Your Contract

At Origin Broadband, we offer our services on 12, 18, and 24 month contracts, all starting from the day you go live.

Origin is a paperless company, so you won’t receive a printed document from us except in very special circumstances.

When signing up to Origin, you are sent a link to our Terms of Service (also available here), which are the ‘terms and conditions’ of your contract.

When signing up over the phone, you are agreeing to a verbal contract.

You’ll also receive an email with a breakdown of what you’ve ordered and your contract length once the order has been processed by our sales team.

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

Moving home

It's something that everyone has to go through at some point; we understand that moving home can be stressful at the best of times, so we’ve made it as easy as possible to get your service up and running at your new address.

Just let our customer service team know that you’ll be changing your address as soon as possible and we’ll take care of everything else. You can reach us on 0330 024 17 77 or by emailing info@origin-broadband.co.uk.

It’s worth checking which packages you are able to receive before settling on a particular address – remember that fibre broadband isn’t always available!

Please note that a one-time charge of £29.99 will apply and you will be required to renew your contract at your new address. We will also need to review whether there is a working line at the new property. If a new line does have to be fitted, this comes with an installation fee that you will be made aware of on email.

If you’re not currently in contract, you will need to enter into a new minimum term at your new address.

Origin Broadband email addresses

We don’t currently offer our customers the option of an Origin Broadband email address.

There are plenty of free email providers available, including Gmail, GMX and Outlook.

Please note that these are third-party services and not endorsed or supported by Origin Broadband.

Switching to Origin

It's never been easier to switch to Origin - we do all of the work for you.

No MAC key, no back-and-forth, and absolutely no hassle.

Once you choose the package that's right for you, our transfer team will arrange everything with your previous supplier, send out a brand new router, and keep you informed as your order progresses.

A couple of exceptions to this are if you are in a fixed contract with your current provider or your current provider is Virgin Media. In both these instances, you must contact your current provider before you take out an order or you may find that you are still being billed by that provider after the switch.

Online Security

While our network is designed to be as secure as possible, it is always advisable to install Online Security or anti-virus software.

There are a number of different programs available on the market including: AVG, McAfee, Norton etc. We do not endorse any particular software, but If you’re looking for tips on how to stay safe online through then more information can be found here:

Please note that this information is from third-party organisations and not necessarily endorsed by Origin Broadband.

Referring a Customer

If you have a friend that’s looking for a new ISP, point them our way and you’ll benefit from their savings.

For every customer you refer, we’ll credit your account with £25.00 once they are live with us.

Just make sure that they call us to order and mention your name when they sign up. Orders taken online do not qualify for a refer a friend bonus.

Cancelling your Service

You have the right to cancel your service without charge fourteen 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 0330 024 17 77, or by emailing info@origin-broadband.co.uk.

Please be aware that we cannot process cancellations over social media or by any other means due to data protection restrictions.

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.

Billing Dates

We take direct debit payments on the first working day of every month. This cannot be changed for individual accounts and runs on the same day for every account holder.

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 you until December 10th.

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.

We apply these premiums in the form of credits to your total bill each month.

For example – If you were given 12 months of free broadband, then a bill that was comprised of a £17.99 line-rental charge and £9.99 broadband charge will have a credit of£9.99 applied to cover the broadband; leaving the bill at a total of £17.99.

Call Lists

Your call list is a monthly breakdown of the following:
  • The numbers you have called
  • When you have made these calls
  • How much these calls cost you
  • How long these calls lasted

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, you can access these call lists via your customer portal or by emailing billing@origin-broadband.co.uk for a complete copy.

Finding your Customer Portal login details

You should have received an email with your details on when you first took out your service. Please check your spam folder if you can't find this in your inbox – it can sometimes end up there by mistake.

If you've been a customer for a long time and haven't received an email with your login instructions, please contact our customer service team on 03300 24 17 77.

I can’t log in to the Customer Portal

Logging into your customer portal should only require inputting your customer portal username and password. This information is sent over via email after signing up with Origin.

If you’re having trouble logging in, there are a couple of steps you can go through to rectify this.

Firstly, please double-check that you’ve entered your email address and password correctly.

You can also try resetting your password here. This will send a reset link to the email address that we have associated with your account.

If you’re still unable to log on, please get in touch with our customer service team on 03300 24 17 77.

Firstly, please double-check that you’ve entered your email address and password correctly.

You can also try resetting your password here. This will send a reset link to the email address we have associated with your account.

If you’re still unable to log on, please get in touch with our billing team on 0330 024 17 77.

Forgetting your portal password

To reset your password, navigate to your Customer Portal and click 'Login'. Once there, click 'Forgot Password' and enter the email address that you signed up to Origin Broadband with.

You should now see an option called 'Send Password Reset Link' which you should click. A password reset link should then be sent to your inbox within just a few minutes. Please check your spam folder if you're struggling to find it.

Once you have it, follow the link in the email to reset your password.

Checking your bills

You can check your bills in the ‘Billing Overview’ section of the Customer Portal.

Please pay special attention to the call charges section of your bill – this can change each month depending on what calls you make to which numbers.

If you think you’ve found any discrepancies within your bill, you can discuss this further with our billing team on 0330 024 17 77.

Outstanding Balance

If you have an outstanding balance please call us as soon as possible on 03300 24 17 77 so that we can take payment and answer any queries that you might have.

PLEASE NOTE: Outstanding balances left unpaid or undiscussed can result in debt recovery measures including, but not limited to, restriction of service.

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

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