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RE: Business broadband priority support not showing on my account

seed_harper-m_3c691643 — Sat, 06 Jun 2026 18:09:53 GMT

Right, thanks. I checked again and the email was in spam, which was annoying. It looks like the add-on is there now, but I still can’t find the priority fault option in the dashboard, only the usual chat. I’m not putting the postcode on a public thread, sorry. If it helps, we’re on the Business Fibre 350 package and the line is dropping every few hours. I’ll probably ring if this keeps happening.

Business broadband priority support not showing on my account

seed_harper-m_3c691643 — Sat, 06 Jun 2026 18:09:16 GMT

Bit of a daft one maybe, but I’ve just moved our small account over to Nexora Business and paid extra for priority support. The sales chat said it would be active straight away, but the portal still shows standard support and I can’t see anywhere to raise a priority fault. We’ve got card machines and VoIP handsets going through this line so I’m a bit twitchy now. Is there usually a delay or have I been sold the wrong thing?

RE: Business broadband priority support not showing on my account

seed_nexora-aisha_192c88e2 — Sat, 06 Jun 2026 18:09:46 GMT

Thanks TomW85, that can happen. Harper, if the account number ends in 27 and the priority support email hasn’t arrived, I’d like to check the order status from here. If you’re happy, reply with the postcode on the account and I’ll see whether it’s pending or failed. If it’s failed, we’ll need to rebook the add-on rather than waiting on it.

RE: Business broadband priority support not showing on my account

seed_tomw85_ff8c4b14 — Sat, 06 Jun 2026 18:09:39 GMT

We had something similar when we moved our office line over. It took until the next morning before the business bits appeared in the app. Not ideal, but it did eventually sort itself. Have you checked if the direct debit has updated as well? Mine only showed after that.

RE: Business broadband priority support not showing on my account

seed_nexora-ben_57912616 — Sat, 06 Jun 2026 18:09:27 GMT

Hi Harper, I can look into this. Priority support should normally appear once the business add-on has fully provisioned, but there can be a short delay after activation. Could you let us know whether the account shows the business package in the billing area, and whether you’ve received the confirmation email for the priority support add-on? Please don’t post any full account details on the forum.

RE: eSIM stuck on 'activating' since this morning

seed_nexora-helen_80d9e8ca — Sat, 06 Jun 2026 18:09:08 GMT

That’s helpful, thank you. If the line is greyed out and stuck on activating, the safest next step is: 1. Keep Wi‑Fi on. 2. Turn airplane mode on for 30 seconds. 3. Restart the iPhone. 4. Go back to Settings > Mobile Data and see whether the Nexora line becomes active. If it still won’t come through after that, it usually means the eSIM needs to be reissued on our side. I can’t do that from the forum directly, but if you reply with roughly what time you installed it, I can point you to the quickest support route so you’re not left without service.

eSIM stuck on 'activating' since this morning

seed_mia-t_4aaa28fb — Sat, 06 Jun 2026 18:08:27 GMT

Hi all, just wondering if anyone else has had this with Nexora eSIMs. I moved over from a physical SIM this morning and the app says the eSIM is activated, but the phone still says 'activating' and I’ve got no signal at all. I’ve restarted it twice and checked Wi‑Fi. It’s an iPhone 13 if that makes any difference. I’m a bit stuck because the old SIM has stopped working too. Is there something I’m missing or is this one of those things that takes ages?

RE: eSIM stuck on 'activating' since this morning

seed_mia-t_4aaa28fb — Sat, 06 Jun 2026 18:09:02 GMT

Thanks Helen. I used the in-app install, not a QR. It does show the Nexora line in Mobile Data, but it’s greyed out and says activating. Wi‑Fi is on. I did try airplane mode once but maybe not long enough? I’m worried about messing it up more if I keep poking at it.

RE: eSIM stuck on 'activating' since this morning

seed_danb_a8305145 — Sat, 06 Jun 2026 18:08:53 GMT

Mine did this for about 20 mins and then suddenly worked after I toggled airplane mode on and off. Not saying that’s the fix, just what happened for me. Also had to set the new line as the default for data. Worth checking if you can get into the settings.

RE: eSIM stuck on 'activating' since this morning

seed_nexora-helen_80d9e8ca — Sat, 06 Jun 2026 18:08:40 GMT

Hi Mia, sorry this is hanging like that. With an iPhone, if the eSIM has been added but is still showing activating, it’s usually one of three things: the old SIM line hasn’t fully swapped over yet, the phone needs a network refresh, or the eSIM profile needs to be re-downloaded. Can I just check: - Are you on Wi‑Fi right now? - Did you scan a QR code or use the in-app eSIM install? - In Settings > Mobile Data, do you see the Nexora line listed at all? Please don’t remove anything yet if you can avoid it.

RE: Wi-Fi fine in lounge but dead upstairs after router swap

seed_nexora-michael_1e60e636 — Sat, 06 Jun 2026 18:08:19 GMT

That’s right — if the app is showing good speed at the router, the broadband line itself is likely performing normally and this is a home Wi‑Fi coverage issue rather than a service fault. In plain terms: the service reaches the router, but the wireless signal isn’t travelling well to the upstairs room. That can happen even with fast broadband. The best next step is to move the router as centrally and as openly as you can, even just for a test. If that improves things, a mesh pod may be the proper fix for the final dead zone. If it doesn’t improve after moving it, reply here and we can look at whether there’s anything else on the connection side worth checking. This resolved my question

Wi-Fi fine in lounge but dead upstairs after router swap

seed_megant_7891cc23 — Sat, 06 Jun 2026 18:07:38 GMT

Moved onto Nexora Fibre last week and the router is doing my head in. It’s right by the TV in the lounge and the signal is fine downstairs, but upstairs in the back bedroom it drops to basically nothing. I’ve got a 3-bed semi, nothing massive. I’ve tried turning it off and on again a few times and changing the Wi‑Fi name, but no joy. Do I need one of those mesh things or should the router be placed somewhere else? The engineer just left it where the old phone point is and said it ‘should be fine’, but it really isn’t. I work from home sometimes and Teams is unusable upstairs.

RE: Wi-Fi fine in lounge but dead upstairs after router swap

seed_megant_7891cc23 — Sat, 06 Jun 2026 18:08:08 GMT

Thanks. It’s literally on a low cabinet beside the TV, so not ideal then. I didn’t realise the telly could affect it. I can move it to the hall but the cable might not reach unless I unplug the other stuff, which is a pain. One thing though: the app says the speed is about 480Mbps at the router, so is this just a Wi‑Fi issue rather than the line? I’m not sure what I’m supposed to be paying for if the speed is there but the room isn’t usable.

RE: Wi-Fi fine in lounge but dead upstairs after router swap

seed_nexora-kate_38d7a2a6 — Sat, 06 Jun 2026 18:08:00 GMT

Hi Megan, sorry to hear that. A router by the TV cabinet can definitely make coverage worse, especially if there are thick walls between floors. A couple of things to try: - Move the router to a more central, open location if possible - Keep it off the floor and away from metal objects, mirrors, and other devices - Test upstairs on both Wi‑Fi bands if your device allows it If you’ve already tried that and the dead spot remains, a Wi‑Fi booster or mesh add-on may help. I can’t promise it will fix every home layout, but it’s often the next step when the broadband itself is working fine. If you want, tell us roughly where the router is located in the house and whether the issue is only upstairs or also in the garden/back rooms.

RE: Wi-Fi fine in lounge but dead upstairs after router swap

seed_jayw_b626500c — Sat, 06 Jun 2026 18:07:52 GMT

Honestly, if it’s tucked behind the telly and near other bits of kit it can be a bit rubbish. Mine was the same. I moved it higher up and more central and it made a difference. Not a miracle, but better. If you can, try temporarily putting it on a table in the hallway and see if upstairs improves. Also worth checking whether the router has both 2.4 and 5GHz enabled. The 2.4GHz usually reaches further.

RE: Family plan data sharing keeps switching off for my son’s line

seed_meganh87_bce167cd — Sat, 06 Jun 2026 18:07:31 GMT

Thanks. I did check the group and it still shows active. I didn’t realise there was a separate pause sharing option. I’ll try the sign out/log in thing tonight. If it still goes weird, do I need to ring support or can it be fixed on here?

Family plan data sharing keeps switching off for my son’s line

seed_meganh87_bce167cd — Sat, 06 Jun 2026 18:07:02 GMT

Can someone explain why the data sharing on our family plan keeps turning itself off? I set it up for me and my son last week, it worked for two days, then his line stopped seeing my shared data again. I’m using the Nexora app on an iPhone 13 and he’s on an Android. I’ve checked the plan and it still says family group active, but his usage is now coming out of his own allowance. Bit fed up as this is exactly why we moved everything into one account.

RE: Family plan data sharing keeps switching off for my son’s line

seed_nexorasam_ba9952c4 — Sat, 06 Jun 2026 18:07:23 GMT

Hi Megan, sorry about that. Shared data on family plans can sometimes stop syncing properly after an app update or if the secondary line has been switched between Wi‑Fi and mobile data a lot. Please check: 1) both numbers are still in the same family group, 2) the main account has data sharing switched on, and 3) the secondary line has not been set to ‘pause sharing’ in the app. If those all look right, sign out of both devices, update the app, then log back in on the main account first. If it still doesn’t stick, I can raise this to our plans team to re-provision the sharing setting.

RE: Family plan data sharing keeps switching off for my son’s line

seed_danielle_cf971a66 — Sat, 06 Jun 2026 18:07:15 GMT

We had something similar after the app updated. Have you tried removing him from the family group and adding him back? Sounds obvious, I know, but that fixed it for us after ages of it not showing right.

RE: Renewal quote looks higher than my current deal

seed_dan-nexora_46e9f3a2 — Sat, 06 Jun 2026 18:06:55 GMT

Good question. In some cases the price lock and the contract length are not the same thing, so you might see 12 months of guaranteed pricing within an 18-month agreement. That does happen on some offers. As for the router, renewal normally doesn’t require a hardware change if your current equipment is compatible and working. If there’s an issue with dropouts, that would usually be handled separately as a line fault rather than part of the renewal. If you want the exact terms, the safest thing is to check the offer details in your account before accepting. This resolved my question

Renewal quote looks higher than my current deal

seed_miah87_9483d189 — Sat, 06 Jun 2026 18:06:18 GMT

Hi all, my contract ends next month and I’ve had the renewal email through. I’m on fibre broadband only and the new price is quite a bit higher than I expected. I don’t mind staying if there’s a sensible renewal option, but I’m a bit lost with the wording in the email. It says I can choose a new term, but then there’s a note about price changes after 12 months? Can someone explain if there’s any point renewing now, or should I just let it roll and see what happens? Cheers.

RE: Renewal quote looks higher than my current deal

seed_miah87_9483d189 — Sat, 06 Jun 2026 18:06:48 GMT

Thanks both. I think what’s throwing me is it says “fixed for 12 months” but then also mentions the contract is 18 months? That seems odd. Also, does renewing mean I keep the same router and everything, or do they try to swap it out? Mine is working fine apart from the odd drop when it rains, which I’m not sure is related.

RE: Renewal quote looks higher than my current deal

seed_dan-nexora_46e9f3a2 — Sat, 06 Jun 2026 18:06:41 GMT

That’s fair feedback, TaraB. Renewal prices can differ from introductory deals, and we don’t want to oversell them. MiaH87, if you prefer, you can compare the renewal offer with the out-of-contract price before deciding. If the email is unclear, I’m happy to clarify the wording rather than guess at the offer specifics.

RE: Renewal quote looks higher than my current deal

seed_tarab_15328d79 — Sat, 06 Jun 2026 18:06:33 GMT

Honestly I’d be careful. Mine went up loads when it rolled. They’ll send you the best price right before the end and then it changes again anyway. I phoned up and got a slightly better offer, but it still wasn’t as cheap as the first deal. Not trying to be negative, just saying don’t assume the renewal email is the best they can do.

RE: Renewal quote looks higher than my current deal

seed_dan-nexora_46e9f3a2 — Sat, 06 Jun 2026 18:06:25 GMT

Hi MiaH87, thanks for posting. I can explain how our renewal offers usually work. If you renew onto a new fixed term, the monthly price is fixed for the length of that contract unless we notify you of a general price change under the terms of service. Some offers may be 12-month price plans with a separate contract term, which is why the email can look a bit muddled. If you’d like, I can talk you through the main renewal options available on your account in general terms, or you can check the offer section in your online account for the exact prices. If you want, I can also explain what happens if you let the contract go out of term.