Home Support
Internet acting weird? Start here.
We know the internet usually chooses the worst possible moment to misbehave. Before you start turning everything off at the wall, try the quick checks below — and if that does not sort it out, our support team is here to help.
Quick checks
- Check that the fibre ONT and router both have power.
- Look for any obvious red or alarm lights on the fibre equipment.
- Test more than one device if possible.
- If only one room has a problem, it may be Wi-Fi coverage rather than the fibre connection itself.
- Restart the router only if advised or as part of the approved troubleshooting process.
- If the whole home is offline, log a support request with your address and contact number.
What to send support
- Account holder name.
- Installation address.
- Mobile number.
- When the issue started.
- Whether all devices are affected.
- Any red / alarm lights you can see.
- A photo of the ONT/router lights if requested.
- Whether there was a recent power outage or surge.
Support
You do not need to explain the problem in technical language. Tell us what you are seeing and what is not working – we will take it from there.