Help Centre


    • Two installation stages

      Your new fibre optic connection will be built in two stages: the External Installation and the Internal Installation.

      Stage 1: The external Installation

      The External Installation is completed by Trooli. This brings the fibre optic cable up to the outside of your premises (what we call the ‘External Demarcation Point’). It will usually be next to the current copper telephone cable entry to your premises. We install a small box onto your external wall, and our fibre optic cable is connected into this box.

      Stage 2: The internal installation

      The Internal Installation extends the fibre optic cable to a suitable location for your optical terminating equipment (modem) and router.

      A hole will be drilled through your external wall next to the small box that was installed during Stage 1, and an internal fibre optic cable (provided by Trooli) is routed from the outside box to the internal equipment location.

      Trooli Approved Installation

      Your Internal Installation will be carried by one of our own Trooli installation teams, and your end-to-end installation and service activation will be taken care of by Trooli. All installers work to our agreed standards using our approved equipment. The amount you pay for our installation service is standard in accordance with the following rules:

      • Drilling of a hole through the external premise wall will be as close to the existing BT telephone cable entry as safely as possible.
      • The location of the optical modem and router will be within the room in which the fibre enters the premises. Up to a maximum of 15m of internal fibre cabling will be provided to place the internal connection socket in a suitable location within that room.
      • The fibre cable will be tacked against walls and skirting boards; it may be on both inside and outside walls.

      Please refer to our Price Guide for the latest pricing information. Call Flow approved Installation Services are covered by our Terms of Service.

      Important safety information for Trooli Approved Installation and Additional Services

      Your technician will carry out a risk assessment before commencing any work. Please note the following safety rules which apply to all installations. Technicians are not permitted to:

      1. Work at any premises unless a person over the age of 18 years and authorised by the Account Holder is present.
      2. Enter loft spaces or eaves cupboards unless they are correctly boarded and have a walk-in entrance and are not permitted to work in confined spaces.
      3. Use your ladders, stepladders, access equipment or tools.
      4. Lend their tools or equipment to you to complete parts of the job or any other work.
      5. Disturb or work in the vicinity of areas where they believe that asbestos is present.
      6. Work above a height of 5m.
      7. Access flat roofs or roof structures.
      8. Access underground structures, spaces or excavations or lift floor boards or drill through floors.
      9. Move your furniture.
      10. Perform specialist trenching or to install cables overhead.

       

    • Our Business grade broadband router

      The router that we have selected for our Trooli Business broadband services is the Technicolor Billion 8900AX-2400.

      Specification sheet: Business Router Specification

      Features

      • Dedicated High Powered Amplifiers for both 2.4GHz & 5GHz for Ultimate Wifi
      • Latest MU-MiMO with Wave2 11ac technology, supporting 4×4″ Antenna with high powered WiFi Triple-WAN ports for 3G/4G LTE, VDSL/ADSL2+ fallback, Gigabit Ethernet WAN (EWAN) for broadband connectivity
      • Simultaneous dual-band wireless up to 2400 Mbps (2.4 GHz and 5 GHz)
      • Gigabit WAN and LAN
      • IPv6 ready (IPv4/IPv6 dual stack)
      • Fibre (FTTC/FTTP/FTTH) ready with high WAN throughput
      • SNR adjustments to achieve highest sync speeds
      • Monitoring of individual LAN ports
      • QoS for traffic prioritization and bandwidth management
      • Compliant with IEEE802.11a/b/g/n and ac standards
      • WPS (Wi-Fi Protected Setup) for easy set up
      • Wireless security with WPA-PSK/WPA2-PSK
      • USB port for print server, NAS, DLNA media server, and 3G/4G LTE USB modem
      • Supports WDS repeater function
      • Multiple wireless SSIDs with wireless guest access and client isolation
      • 16 IPSec VPN tunnels
      • SOHO firewall security
      • Auto failover

      Review from Techradar.com

      “Billion has done it again and delivered the fastest router it’s ever released. Boasting a throughput of 2,400Mbps over both a 2.4GHz and 5GHz band, the BiPac 8900AX-2400 is a beast – even if we wouldn’t consider it aesthetically pleasing. In lieu of a dated interface, this router features a wide range of ports for added storage down the line on top of integrating a state of the art ADSL2+ modem.”

      https://www.techradar.com/reviews/billion-bipac-8900ax-2400-router

      Experience Gigabit

      The BiPAC 8900AX-2400 has four Gigabit LAN ports and one Giga Ethernet WAN port that can be configured as a WAN interfacefor broadband connectivity. This EWAN offers another broadband connectivity option for connecting to a cable, DSL, fibre modem. The BiPAC8900AX-2400 again offers users convenience and optimal network performance with data rates reaching up to 1Gbps.

      Trooli help

      If you need technical help you can speak to our Trooli help desk via online chat, or by calling 0800 358 7680, or you can email support@trooli.com.


    • Our Home broadband router

      The router we have selected for our Trooli Home broadband services is the Technicolor DGA2231.

      You can download the data sheet for this router here: DGA2231 Datasheet

      Components

      • Power inlet – This is where you connect the power supply and is located at the back of the router. You should only use the power cable that is delivered with your router.
      • Power button – This allows you to power on/off your router. The power button is a black button next to the power inlet on the back of the router.

      What’s in the box?

      • Technicolour router
      • Power lead
      • 1 white ethernet lead with two red connectors either end
      • 1 white ethernet lead with two yellow connectors either end

      What are the different ports on the router for?

      • Wireless Access Point – The router has a built-in Wi-Fi access point. This allows you to connect your devices wirelessly to your home broadband connection.
      • USB Port – You can connect a USB storage device into this port.
      • Ethernet Ports – You can connect an Ethernet device (for example, a PC or Mac computer) to Trooli network. When a device is connected a green LED light will appear on the router.
      • VoIP Micro Filters – You will hear more about these soon. Please keep these in your router box until we are ready to launch this feature.

      Buttons

      • Wi-Fi button – disable your wireless access point. You can do this when you do not have any devices that are connected to the wireless access point.
      • WPS button – add new wireless devices to your network quickly and easily, without the need to enter your wireless password manually.
      • Reset button – reset your router to factory default settings.

      Router and modem set up

      • Your Trooli commissioning technician will complete the router set up and the modem set up at the same time as activating your service, and will make sure your connection is working at the expected speed.

      Setting up a wired connection

      • Your kit includes a white cable with two yellow connectors either end. This is the Ethernet cable.
      • The device that you want to connect to the router – for example a computer, a TV or a gaming console – must have an Ethernet port available. Also check that the router has a yellow Ethernet port available.
      • Your device must be configured to obtain an IP address automatically. This is usually the default setting. If you are unsure, the device manufacturer’s instructions will show you how to connect the device to the internet.
      • Connect one end of the Ethernet cable to one of the yellow Ethernet ports of your router. It is recommended that for your main computer you use the main Ethernet port which is labelled ETH1.
      • Connect the other end of the Ethernet cable to an available ports on your device.

      Power on the router

      • Press the power button to turn on the router.
      • Wait at least 10-15 minutes for the router to complete the start-up phase. Once all the lights are on then you are able to start using your Trooli broadband.

      LED status (the lights on the front)

      There are a row of LEDs that will tell you about the status of the connection. From left to right, the LEDs refer to:

      • Power – is your device powered up
      • Broadband – is your broadband working
      • Internet – do you have an internet connection
      • Wi-Fi (2.4 GHz channels) – is your 2.4 GHz wireless broadcasting
      • Wi-Fi (5 GHz channels) – is your 5 GHz wireless broadcasting
      • WPS – are you setting up a device connection using WPS
      • Ethernet – is your network connection working

      What do the different LED colours mean?

      If you need technical help you can speak to our Trooli help desk via online chat, or by calling 0800 358 7680, or you can email support@trooli.com.


    • Our Home broadband router

      The router we have selected for our Trooli Home broadband services is the Technicolor DGA4130.

      You can download the data sheet for this router here: Ultrafast Technicolor Router Data Sheet

      Components

      • Power inlet – This is where you connect the power supply and is located at the back of the router. You should only use the power cable that is delivered with your router.
      • Power button – This allows you to power on/off your router. The power button is a black button next to the power inlet on the back of the router.

      What’s in the box?

      • Technicolour router
      • Power lead
      • 1 white ethernet lead with two red connectors either end
      • 1 white ethernet lead with two yellow connectors either end

      What are the different ports on the router for?

      • Wireless Access Point – The router has a built-in Wi-Fi access point. This allows you to connect your devices wirelessly to your home broadband connection.
      • USB Port – You can connect a USB storage device into this port.
      • Ethernet Ports – You can connect an Ethernet device (for example, a PC or Mac computer) to Trooli network. When a device is connected a green LED light will appear on the router.
      • VoIP Micro Filters – You will hear more about these soon. Please keep these in your router box until we are ready to launch this feature.

      Buttons

      • Wi-Fi button – disable your wireless access point. You can do this when you do not have any devices that are connected to the wireless access point.
      • WPS button – add new wireless devices to your network quickly and easily, without the need to enter your wireless password manually.
      • Reset button – reset your router to factory default settings.

      Router and modem set up

      • Your Trooli commissioning technician will complete the router set up and the modem set up at the same time as activating your service, and will make sure your connection is working at the expected speed.

      Setting up a wired connection

      • Your kit includes a white cable with two yellow connectors either end. This is the Ethernet cable.
      • The device that you want to connect to the router – for example a computer, a TV or a gaming console – must have an Ethernet port available. Also check that the router has a yellow Ethernet port available.
      • Your device must be configured to obtain an IP address automatically. This is usually the default setting. If you are unsure, the device manufacturer’s instructions will show you how to connect the device to the internet.
      • Connect one end of the Ethernet cable to one of the yellow Ethernet ports of your router. It is recommended that for your main computer you use the main Ethernet port which is labelled ETH1.
      • Connect the other end of the Ethernet cable to an available ports on your device.

      Power on the router

      • Press the power button to turn on the router.
      • Wait at least 10-15 minutes for the router to complete the start-up phase. Once all the lights are on then you are able to start using your Trooli broadband.

      LED status (the lights on the front)

      There are a row of LEDs that will tell you about the status of the connection. From left to right, the LEDs refer to:

      • Power – is your device powered up
      • Broadband – is your broadband working
      • Internet – do you have an internet connection
      • Wi-Fi (2.4 GHz channels) – is your 2.4 GHz wireless broadcasting
      • Wi-Fi (5 GHz channels) – is your 5 GHz wireless broadcasting
      • WPS – are you setting up a device connection using WPS
      • Ethernet – is your network connection working

      What do the different LED colours mean?

      If you need technical help you can speak to our Trooli help desk via online chat, or by calling 0800 358 7680, or you can email support@trooli.com.


    • Please make sure your device is connected by a wired Ethernet cable into the back of the router when changing any of the configuration on your router, and not connected via Wi-Fi.

      Home broadband router: Technicolour
        1. Go to your internet browser – e.g. Internet Explorer, Safari, Google Chrome, Mozilla Firefox – and type 192.168.1.1 into the address bar and press enter.
        2. The home screen will now appear. You need to go to the top right hand corner and click sign in.
        3. The user log in screen will pop up, you need to enter your username and password which are Username: admin; Password: (Your password is your router serial number, which can be found on the base of the router)
        4. Once you have entered your password, click sign in.
        5. If this password does not work, you will need to reset the configuration on the router by holding a pin/paperclip to the reset hole on the back of the router until the power light starts flashing. At this point, you can take the pin out and the router will take 5-10 minutes to sync back up with the Trooli equipment and you will then be able to access the router. You will then need to enter the username and password as detailed above.
        6. After you have signed in you will be prompted to change your password, however you may skip this if you wish to keep the default password. Please note: If you change the password and later on request support from Trooli we will require the password in order for us to log on to help you.
        7. Wireless analyser: To help chose the best wireless channel on your router, the router includes a Wireless Analyser for both the 2.4GHz and 5GHz wireless bands. To use this, click on the Analyser for the band you want to configure and this will bring up a graph.
        8. Scroll down to see the option to Re-scan. By clicking this, it will present a fresh scan of your environment and pick up any devices operating on the channels in that band.
        9. Choose a channel that has the fewest devices operating.
        10. To change to that channel please follow these steps.
        11. Go to the wireless box on the right hand side of the screen and click the small setting button that appears when you hover your mouse over the wireless box.
        12. You will then come a screen where you can change your wireless channel from a drop down list.
        13. Depending on wireless interference in your location, you may need to change this a few times to find a suitable channel for your area. We recommend wireless channels 1, 6 or 11.
        14. Once you have selected your desired wireless channel, a save button will appear at the bottom of the page. Click this button.
        15. You will need to repeat the steps for the 5GHz bands, you need to click on www.callflowsolutions.com under the header ‘access points 5GHz’, this is located to the left hand side of the page.
        16. To change your wireless channel you need to select a number from the drop down list highlighted.
        17. Once you have selected your desired wireless channel, a save button will appear at the bottom of the page. Click this button
        18. If your selected channel does not improve your wireless connection then go back to the previous step and select an alternate channel.

         

        Business broadband router: Billion
        1. Go to your internet browser – e.g. Internet Explorer, Safari, Google Chrome, Mozilla Firefox – and type 192.168.1.254 into the address bar and press enter.
        2. The user log in screen will pop up, you need to enter your username and password. Username: admin; Password: admin
        3. To check you are connecting to the correct router you will see the router model number shown the top of the logon screen.
        4. If this password does not work, you will need to reset the configuration on the router by holding a pin/paperclip to the reset hole on the back of the router until the power light starts flashing. At this point, you can take the pin out and the router will take 5-10 minutes to sync back up with the Trooli equipment and you will then be able to access the router. You will then need to enter the username and password as detailed above.
        5. Once logged in you need to click on Configuration > Wireless 2.4G > Advanced which are all located to the left hand side of the page.
        6. To change your wireless channel you need to select a number from the drop down list highlighted.
        7. Depending on local wireless interference, you may need to change this a few times to find a suitable channel. We recommend wireless channels 1, 6 or 11.
        8. Once you have selected your desired wireless channel, scroll down using the slider on the right hand side and click Save.
        9. Now repeat for the 5GHz bands. Click on Configuration > Wireless 5G > Advanced which are all located to the left hand side of the page.
        10. You will then come to the screen shown in the image below. To change your wireless channel you need to select a number from the drop down list highlighted
        11. Once you have selected your desired wireless channel, scroll down and click Save.
        12. If your selected channel does not improve your wireless connection then go back to step 4 and select an alternate channel.

         
         

If you need more help, please contact us.