Getting started
How do I check if Olilo is available in my area?+
You can check coverage instantly using our postcode checker on the homepage. Simply enter your postcode and we'll show you available speeds and installation options.
How long does installation take?+
Installation typically takes 1-2 hours and is completed by our professional engineers. We'll test everything to ensure you're getting the speeds you expect.
Do I need to be home for installation?+
Yes, someone over 18 needs to be present during installation. We'll arrange a convenient time slot that works for you.
Technical support
Why is my internet slower than expected?+
Speeds can be affected by WiFi setup, device capabilities, and network congestion. Try connecting directly to your router with an ethernet cable to test your actual speed.
How do I reset my router?+
Hold the reset button on your router for 10 seconds, then wait 2 minutes for it to restart. Your WiFi password will reset to the one on the router label.
Can I use my own router?+
Yes! We support bring your own router (BYOR). Just let us know during setup and we'll help you configure it properly.
Billing & account
How do I update my payment method?+
Log into your account online or call our support team. We accept all major credit/debit cards and direct debit.
Can I change my plan?+
You can upgrade your plan at any time - just note that doing so will begin a new 12-month contract. Downgrades aren't currently supported.
What if I want to cancel?+
You've got a 14-day window to cancel without penalty. After that, ending the service means paying the remaining balance of your contract.
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Complete outage or urgent issue?
For urgent connection issues, email our support team with your account details and a description of the problem.
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