Patrington Haven owners, get ready to turbocharge your online experience.
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Frequently asked questions
I’m offline – what should I do?
Ensure all equipment is powered on:
There should be an indicator light on your PoE brick (the small black box).
Check that the LED light on the back of your WI-FI router (the bigger box that gives you internet) is lit.
Check your cable connections:
The cable coming in from outside should be connected to the PoE port on the PoE brick (small black box).
The Ethernet cable (thicker cable) should be securely plugged into the LAN port on the PoE brick. And the other end of this cable must be connected to the WAN port on your Wi-Fi router (usually marked with a globe symbol).
I’ve checked everything, but I’m still not connected—why?
It can take up to 30 minutes for your equipment to fully establish a connection with the external mast. Please allow some time after setup or restarting your equipment.
My router or PoE brick has no lights—what can I do?
If you're using an extension lead, try plugging your router directly into a main wall socket.
You can unplug the LAN cable and move the router to another socket if needed.
Double-check that all power cables are securely connected and haven’t come loose.
My connection is intermittent—what could be causing this?
Intermittent connections could be caused by:
Signal interference
Poor equipment alignment
Obstructions such as trees, buildings, or bad weather (e.g., rain, fog, strong winds)
If there’s a wider issue affecting multiple users (e.g., an outage), we may already be aware. Please check your email for any updates we've sent.
I’m leaving the site – should I turn the equipment off?
We recommend leaving all equipment powered on, even when you're away, just like you would at home. This helps maintain a stable connection and ensures everything is ready to go when you return.
If you do choose to turn the power off, please be aware that it can take up to 30 minutes for your system to reconnect when you switch it back on.
The combined power usage of the router and external radio unit is estimated to be around 289 kWh per year at full capacity. In normal conditions, when not in constant use, the actual power draw is significantly lower.
Why is my neighbour connected to a different mast?
Our system connects each property to the best available mast based on line of sight and signal quality. Even if you're located right next door to someone, trees, buildings, or other obstructions can affect which mast offers the strongest and most stable connection for your location.
How can I pay my bill?
Our system connects each property to the best available mast You can pay online via our customer portal: https://portal.connexin.co.uk
Your username is the email address registered to your account.
Forgot your password? Click ‘Forgot password?’ and follow the link to reset it.
How do I report a fault or get support?
You can contact us using any of the following methods:
Email: [email protected]
Live Chat: Available on our website https://www.connexin.co.uk
Online Portal: Log in and raise a support ticket https://portal.connexin.co.uk
Phone: 01482 363738 (Monday to Friday 8:00am - 8:00pm, Weekends 8:30am - 5:00pm)
Please have your account details ready, as we may need to verify your identity.
Terms and Conditions
*Our latest T&C's can be found here.