We can all agree that a working internet connection is not just a luxury, but rather a necessity. When it stops working, not only is it inconvenient, but it can also be costly. When this happens, getting it working is the top priority, and we want to ensure that the downtime is minimal. While we recommend that you contact us to help with the issue, there are problems that can be resolved much quicker by eliminating the middleman. In this blog, we’ll take you through a few checks that can save you time.

Most internet problems are caused by simple things, maybe a cable got knocked loose, your router just needs a quick restart, or your device accidentally hopped onto the wrong Wi-Fi network. Taking a moment to check these basics can sometimes fix the issue instantly, no waiting required. Plus, the more you get used to troubleshooting, the more confident you’ll feel handling those little hiccups yourself. We’ll always be here to help. But we also want to give you the basic tools to take control and feel confident trying to figure things out when your connection glitches.

If you do end up needing to log a fault, our support team is here for you.

Here is a quick troubleshooting checklist

If you try these steps and still need to reach out, you’ll be giving us a head start. Here’s what helps:

• Double-check that the cables from your router to the ONT aren’t tangled or damaged.

• Make sure the ethernet cable is plugged into the WAN (internet) port.

• Take a look at our network status page to see if there are any outages or maintenance in your area.

• Snap a picture of your router and ONT showing the lights, they tell us a lot!

• Run a speed test while connected directly to the router and then to the ONT, and send us the results (a screenshot works great).

• Let us know when your connection works best or worst, and how many devices are connected at those times.

Any information you gather during troubleshooting goes a long way in helping us resolve the issue faster.
So next time your internet misbehaves, don’t panic; grab your detective hat and try these quick checks first. And remember, we’re always here to help via WhatsApp, calls, and support tickets. You can also reach out to us on our social media pages.