General internet speeds provided in our managed properties, where internet is included in the rent.
Virgin Business (FTTP) – up to 1000Mbps, with up to 100Mbps upload.
Cityfibre (FTTP) (via SCG) – up to 1000Mbps, with up to 1000Mbps upload.
Openreach FTTP (via SCG) – up to 1000Mbps, with up to 115Mbps upload.
Openreach SoGEA (via SCG) – up to 80mbps, with up to 20mbps upload. This is only provided where no higher service can be provided.
Finding your router location and WiFi password.
Your router location and WiFi password are listed on your welcome letter, which is most likely on the wall in your hallway. The login details are also likely to be on a sticker on the router itself. If you cannot find this, please let us know, and we will send the details over to you.
If you are struggling to find your router, check from outside the property to see where any wires enter the building, then look on the other side inside. Most routers are in a hallway or a front bedroom, upstairs or downstairs, though some come in at the back of the property.
Advice if you are experiencing issues with your Wifi.
The first step you need to take is to work out if you have a Virgin, Cityfibre or Openreach service. You can find this on the router that you connect to. If you are in any doubt, please let us know.
If you are with Virgin, a hard reset of the modem needs to be completed to start with please. Could you put a pin in the reset button on the back for a minimum of 30 seconds and then let it reboot. The 30 seconds is important. This can often solve any issues with the Virgin routers.
If not, please call Virgin Media Business Faults:
- 08000 525761
You will need to provide the following information:
- Property address
- Postcode
- The account is in the name of I G Property Services Limited
If you have a Cityfibre or Openreach router, please call SCG Support:
- 0800 470 0007.
You will need to quote "I G Property" and the first line of your property address.
If you have further issues after speaking to Virgin or SCG, please do not hesitate to let us know, and we will take further steps to sort this out for you. We appreciate your initial contact directly with them as you are with the router and they can do tests etc. whilst you are on the phone to them. Please report these issues on PropertyFile – you should have been sent an invite when your tenancy started.
Please only share your account details with the numbers listed above. If anyone else contacts you asking for these details, please do not share them and let us know straight away.
Getting the best from your WiFi.
- Keep your router in a central, open position, away from walls, metal objects and electrical appliances.
- Restart your router every few weeks. This clears its memory and can improve performance.
- Test your speed at www.speedtest.net to see what you are getting compared to the speeds listed above. Use a wired connection where possible, as WiFi signal can affect the result.
Things that can slow your internet speeds down:
- The day of the week and the time – demand usually increases on a weekend, 9am on a Monday morning and in the evening as more people are logging on – this is affected by your neighbours and the demand on the internet infrastructure as a whole (unless you have FTTP).
- The number of devices you have connected.
- The type of demand that you have – streaming services and Zoom calls will demand more than sending emails.
- Booster boxes which need to be rebooted.
Responsible internet use.
The internet connection at your property is provided for your personal use. Illegal downloading or streaming of films, TV programmes or other copyrighted content is against the law, and copyright holders actively monitor for this activity.
If we receive a copyright infringement notice for your property, we are required to act on it. This can affect your tenancy and, in some cases, may result in your internet service being suspended.
Please use legitimate streaming services such as Netflix, Amazon Prime, BBC iPlayer and Disney+, and make sure everyone in your household is aware of this.
Calls or texts about setting up your broadband.
You may get a call or text from Home Movers, who work with Goodlord, about setting up your broadband. These contacts are genuine and not a scam.
If your bills are included in your rent, you do not need to set up your broadband. You can ignore these messages, or reply to let them know your bills are included and ask them to stop contacting you.
You may also see prompts in your Goodlord account about contacting suppliers or comparing broadband deals. If your bills are included, you can ignore these too, as they are sent to all tenants as standard.
If your bills are not included in your rent, you may want to use the Home Movers team to set up your own broadband, but you are not obligated to use them, and can find your own provider.
Before choosing a provider, it is worth checking what type of connection already comes into the property, as this affects which providers are available to you and whether an engineer visit will be needed. This is listed on the property advert, or you can check using this link: https://checker.ofcom.org.uk/en-gb/broadband-coverage.
- FTTP (Full Fibre) – fibre optic cable delivered straight to the building.
- FTTC / SoGEA – part fibre via a street cabinet. SoGEA means a data only, single order copper or fibre line without a traditional voice dial tone.
- ADSL / Copper – legacy copper wire all the way from the local telephone exchange.
You should also think about how long you plan to be at the property, as some broadband contracts run for longer than 12 months. Most student properties are let until the end of the university term next year.
It is worth shopping around for your own deal, and student discount sites such as Student Beans are a good place to start.
If the service has been good, it helps if you let us know your provider before you move out, so we can pass this on to future tenants.
Please check your tenancy agreement to see what bills, if any, are included. Let us know if you are still unsure whether your bills are included, or if you would like us to confirm this for you.
