Technical Support

Fault Finding

Occasionally technology fails. To help you with any minor issues we have created a mini troubleshooting guide.

We recommend you download the document above and save it on your computer or keep a printed version nearby for quick access for when you have no internet connection.

Please check the troubleshooting guide before contacting us.

Oops !

In our eight years of operation, we’ve learned a lot. Locheilnet delivers Superfast Broadband to the router in your home.  What you then do can affect the speed of your service……here are a few pointers.

Keeping your router near (or indeed inside) your microwave, under your sofa or in the cat litter (yes really!) will definitely affect your Broadband speed.

If your home is large you may need to boost your signal.  Our installers will be happy to give you some advice on this.

If you connect an unreputable (or dodgy) set top box to your router to watch sports and movies, the content is likely to be streamed from some interesting Eastern European or Central Asian location where they do not abide by standard IT protocols.  This will cause slow speeds and buffering.

Support contact details


call us on 01397 313013  (only for support related enquiries)

For any other enquiries, click here.

The Board of Locheilnet CIC aims to ensure that our customer service is the very best.  We also expect customers to treat our staff and contractors with respect.

Abusive behaviour by customers will not be tolerated and we reserve the right to withdraw our serve in any such instance.

Engineer Call Out

If,  having read our troubleshooting guide, you still require help, contacts us:

  • if you have alternative access to email  (mobile, dongle, etc)
  • call us on 01397 313013 and leave us a short message with your name, contact phone number and a short description of the issue.

This is an automated service which will create a ticket on our support desk.  We endeavour to respond within the shortest time possible.

Call out
If necessary a technician will visit the premises. In this event, should any fault prove to have arisen through action on the part of the subscriber or other factors outwith the control of Locheilnet then a call out charge may be applied – see below.

Call out charge
£77+VAT(first hour) + £30+VAT/hour + mileage thereafter.

Where Locheilnet supplies a router this will be guaranteed and maintained against faulty workmanship and component failure at Locheilnet’s expense for a period of one year from connection. After one year Locheilnet will charge a call-out  fee to supply and fit a configure a replacement router, together with the cost of the router, should this be required.

Replacement router
Should replacement of the router be required within twelve months and the cause of the failure is due to the subscriber, or within the subscriber’s power to prevent such failure then a call out fee and the cost of the new router will be charged for.

Customers who wish to make changes to equipment location etc will be charged the call out charge + £30+VAT/hr after the first hour equipment costs.