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Modem and router

No Internet without a modem and router.

• A modem translates the signal your operator injects through cable, ADSL or fibre into a signal that your PC, smart TV etc. can read, thus ensuring the Internet connection.
• The modem transmits the Internet signal to the router which distributes that signal across different devices.
  The modem and router functionalities are often combined in one single device.

Place your modem (which generally also includes the Wi-Fi router) in the best spot.

The best spot is:

• Central: the further away you are from the transmitter, the weaker the signal;
• As high as possible;
• Away from obstacles: the signal circulates better when the modem is situated on a cleared spot. The walls and doors are also obstacles between you and the modem that transmits the Wi-Fi signal;
• Away from other specific devices: electronic equipment operating on radio signals, such as baby alarms, weather stations, cordless telephones ..., can interfere with your Wi-Fi signal. Make sure there is a minimum distance of 30 cm between such equipment and your modem. Better still: switch them off if you use the Wi-Fi connection. 

Change the frequency band

Another Wi-Fi channel can result in a bigger Internet range. Three frequency bands are currently available to transmit Wi-Fi signals:

• 2.4 GHz (2400-2483.5 MHz): this frequency band is used a lot, so that there is much traffic on this network. This sometimes results in a slower connection. By contrast this band has the advantage that the signals travel further and penetrate obstacles such as walls, floors ... more easily;
• 5.0 GHz (5150-5350 MHz and 5470-5725 MHz): in general this network is more stable because there is less interference from other equipment. Considering the available bandwidth this band allows for a much bigger capacity compared to the 2.4 GHz. This band is supported by most, but not all receivers. Moreover, this frequency band has the disadvantage that the distance the signals can travel is smaller than in the 2.4 GHz band. The higher the frequency band, the more difficult it is for signals to penetrate through obstacles;
• 6 GHz (5945-6425 MHz):  This frequency band provides a higher bitrate, a shorter response time and better management of the connections in case of a high density of users, as for public hotspots. To fully benefit from its use, compatible equipment is required however. (more information)

Change the Wi-Fi channel

Wi-Fi routers distribute the signal across various devices. In principle they automatically select a channel for the Wi-Fi network. However, you can improve the Wi-Fi signal by selecting a channel manually, e.g. if the neighbours are using the same channel (which could interfere with your connection). 

The 2.4 GHz frequency band has 13 channels with a bandwidth of 20 MHz. Choose another channel in case of interference.

The 5 GHz frequency band has 23 channels with a bandwidth of 20 MHz. The channels above 5.47 GHz (with numbers starting from 100) are the most powerful, but they are not suited for all types of equipment. These channels can be combined in order to obtain 160 MHz (two channels of 160 MHz maximum as this frequency band is divided into different sections). 

The new 6 GHz band is divided into seven channels with a bandwidth of 160 MHz and 14 more traditional 80 MHz channels. Here compatible devices (and routers) are required as well.

The available Wi-Fi channels can be scanned and measured with specific software, such as a “Wi-Fi Analyzer” for Android, or “inSSIDer” for Windows and “Network Analyzer” for iOS.

On your operator’s website an explanation is given on how to select a different Wi-Fi channel.

Could my equipment be the cause of the problem?

Older tablets, PCs, smartphones ... slow down your Wi-Fi connection. Avoid connecting your Wi-Fi to devices that are older than 5 years. Not only will the Wi-Fi work slower for this device, it also has an impact on the performance of other, more recent devices that use the Wi-Fi.
If you want to use older equipment anyway, do not connect it to the Wi-Fi, but use an Ethernet cable instead (at least Cat. 5 or 6). In any case an Ethernet cable will offer a faster and more reliable connection than Wi-Fi for any device.

Before buying new devices, you should also check whether they at least support the Wi-Fi 5 standard (802.11ac) and maximum the Wi-Fi 6 or 6E standard (802.11ax). The recent Wi-Fi 6E uses the same technology as Wi-Fi 6 but makes use of the 6 GHz band and allows for more broadband connections at the same time.

Attention: the Wi-Fi 6E frequency bands in Europe differ from those in the United States so always check whether the equipment is indeed suited for use in Europe before your purchase.

Do not simultaneously connect too many devices to the Wi-Fi either, in order not to overload the network; if necessary opt for “wired” Internet and use an Ethernet cable. If that is not possible, you can use an Ethernet adapter, which will then enable you to connect an Ethernet cable by way of a USB port.

What does Easy Switch?

• Easy switch facilitates the switching of fixed operators. It is a standard procedure, unless you choose not to use it. In that case, you must terminate your contract by yourself with your previous operator.
• If you use the Easy Switch procedure, you mandate your new operator to take care of the transfer in your stead, and thus to terminate the previous contract.
• You only have to mention whether you want to transfer your number (including your mobile number if it is offered with the fixed services) or cancel it. In the absence of indications, the number shall remain with your previous operator (but your contract and/or the price may change).
  Certain operators do not allow you to keep a number without Internet access. If you do not indicate what you want concerning your number, you might lose it.
  So, gather all the necessary information!

Why use Easy Switch?

• Easy Switch limits the duration of service interruption: the new operator contacts the operator you are leaving as soon as it is ready to provide you with the requested services. It takes care of the termination of the services and of the contract with the operator you are leaving.
• Easy Switch limits the risks of a double billing. The operator you are leaving must stop charging you for its services no later than by the end of the day following the day it was informed of the transfer.

What should I take into account before taking my decision?

• As a consumer, a company or a non-profit organisation with no more than 9 employees: check whether a fixed-term contract is still active at your previous operator. If you took out your contract less than 6 months ago, your operator may charge you a termination fee. This fee is limited to the subscription fee you would have paid until the 6th month of the contract.
• Companies or non-profit organisations with an average of 10 employees or more during the recent financial year cannot enjoy this limit. Check in the contract whether, and to what degree, cancellation fees are due in case of a cancellation prior to the expiration of the fixed term!
• Check if the operator sold you a device at a reduced price with the subscription. In that case, the operator can charge you the residual value of the device. This value must be indicated in a repayment table in the contract (or an annex).. Each month, the same amount must be deducted from the residual value of the device. After 24 months, an operator can never charge you an indemnity for the device.

What do I have to communicate to my new operator?

• The customer number your previous operator gave you,
• The Easy Switch ID with your previous operator:
  You will find that code (a series of numbers and/or letters):
  - online, in your customer page or in the operator app;
  - in your invoice;
  - in the welcome letter or e-mail of your new operator since 1 July 2017.
• If you wish to keep for 18 months your e-mail address with the name of the provider you are leaving.
  Certain operators allow you to keep the e-mail address without you having to request it. It is therefore recommended to contact your operator for more information.
• The fixed and mobile number(s) you wish to transfer or cancel with your previous operator.
• Possibly the period during which you wish the services to remain active with the operator you are leaving, while the services of your new operator have already been activated.
  This can be useful for instance when you move into a new home and change to a new operator.

What rights do I have when changing to another fixed operator?

A fixed date on which the new service is activated

You have the right to agree with the operator on an exact date to activate his services. 

As soon as the operator knows he will not be able to meet that deadline, he must notify you and agree on a new fixed date with you. 

If this does not happen, you are entitled to a compensation of 6 euros per day of delay for the installation (the fixed date on which the installation eventually did not take place, is included in the number of days of delay). You need to apply for this compensation with your new operator. 

Appointment in a half-day time slot

If the visit of a technician is required, you have the right to make an appointment within time slots of maximum half a day. That way, you do not have to take a whole day off.
If the technician did not show up at the agreed time, you are entitledto a fee of € 30 per missed appointment. Your new operator has to pay you this fee automatically if the attendance at the agreed time has not been proven by a technician's report.

A switch without an interruption of service of more than one working day

The Easy Switch rules instruct the operators to first activate the new services and then deactivate the old services. 
But sometimes that is technically not possible. For example, when the switch takes place on the same network. In that case, operators have to ensure a proper coordination and minimum disruption of service. 

If the interruption of service takes longer than one working day (excluding the day of the interruption of service itself), the new operator will automatically have to pay you a compensation of 10 euros per calendar day that the service remains interrupted.

For example: the old service was interrupted on Thursday; the new service was activated the following Tuesday. You are automatically entitled to a compensation of 30 euros by your new operator. This must be paid upon the first invoice following the migration or via a credit note issued on the occasion of this first invoice.

What are the other steps if I have requested an Easy Switch?

• If you have a modem or a decoder from your previous operator, you will probably have to return it.
• The new operator or his technician cannot return this to the previous operator in your place.

In which cases is Easy Switch not applicable?

• If your company or non-profit organisation has a tariff plan that was ‘tailored’ to your company or non-profit organisation; usually such a tariff plan is not listed on the operator's website and the contract was concluded following a request for a quotation. 
• If you wish to switch operators only for television, but not for the Internet or vice versa (partial migration).
  You must then terminate by yourself the service(s) of the operator you are leaving that you have selected for transfer.
• If you move and remain with the same operator, the Easy Switch procedure does not apply either.

When is the Easy Switch procedure only partially applicable?

If you have taken out services with multiple operators.
You can only request the Easy Switch procedure for the transfer from an operator you are leaving to the new operator. You must terminate the other services by yourself.

Replace the modem

You may still have an older modem. Consult with your operator if it would be useful to have it replaced by a more recent model.

Newer types also support Multiple-Input Multiple-Output (MIMO), for instance. This wireless technology uses multiple transmitters and receivers to transfer more data simultaneously. This technology will not only considerably increase the speed, but also benefit the range and robustness of the connection in multipath surroundings. In radio communications a multipath refers to the phenomenon resulting in radio signals reaching the antenna through two or more paths. A multipath can be caused by reflection of the signal through reflective surfaces (metal partitions, buildings, water surfaces, ...).  

Install a Wi-Fi repeater

This device retransmits the Wi-Fi signal to extend the range.

The installation is very simple: all you have to do is plug in the repeater at a location where the modem’s Wi-Fi signal is still strong enough to be retransmitted. However, if the retransmitted signal is of inferior quality (too much interference or too weak for instance) at the location of the repeater, using a repeater will not produce a good result either. If the repeater does not deliver the desired result, place it a little closer to the modem. 
In older repeater models the available speed is halved for devices connected to the repeater. 

Set up a Wi-Fi mesh network

In case of mesh systems a single main router is connected to your modem. This main router forwards the signal to the accompanying modules or “satellites” (minimum of 2). The Wi-Fi signal is communicated among all those modules to form a single Wi-Fi network. 

This solution is ideal for locations where there is no Ethernet cable and the Wi-Fi signal is not strong enough. You only need a cable that connects your modem to the main satellite. Next you place the other modules where you want a better range and the system will configure itself.

Install an extra access point

A “Wi-Fi hotspot” or access point is an additional wireless access point to connect equipment to the Wi-Fi, at a location where your modem’s Wi-Fi coverage is insufficient. The access point is connected to the modem by means of a network cable or through a PLC adapter (“powerline”, “powerline homeplugs”). This results in optimum speed and a stable signal.

In the case of PLC adapters  there are models with a built-in Wi-Fi access point.  At least 2 are needed: one to plug in near your modem and a second one to plug in where you want to extend the range of the Wi-Fi signal. Combined they ensure that the Internet signal is sent from A to B. Unfortunately it may happen that the signal does not optimally reach the second powerline adapter, thus lowering the speed. There is no guarantee that you will always reach the highest speed.