Frequently Asked Questions

Here you’ll find the answers to questions our customers often ask us. If you can’t find your own question, please use the form at the bottom to ask us and our help desk will get back to you with an answer. Alternatively, you can call the help desk directly on 028 341 0383 / 071 367 4471 or fill in the form below and we’ll get back to shortly.

It’s easy to check what speed your internet is currently running at, but there are a few things you need to be aware of when you run a speed test. Read more
Often the issue is that there are lots of devices connected to your network, or a device is using up your bandwidth or data. Read more
It’s the end of a long day and you’re finally settling down to watch those episodes you wanted to catch up on, bliss. And then — the buffering symbol. We’ve all suffered from it, but why does it happen? The truth is that Netflix (and other streaming sites) eats up bandwidth and data incredibly quickly. To give you an idea, if you want to watch just two hours a day of high definition (HD), you would need at least 60 GB of data per month exclusively for TV watching, and 3MBps download speed while you are watching. And don’t forget that this is per device: if you watch on two devices at the same time, you’re doubling your data and bandwidth requirements. But there are ways to minimise the data use. Read more
An invoice is for a specific sale, either for goods or for services. So, the first invoice you receive will ask for payment for installation. After that, you will receive monthly invoices for your internet. A statement, on the other hand, is a record of all your invoices and payments. You can use your statement to see if there are any outstanding payments due, or if you have credits to your account. Read more

It’s important to make sure that the problem is definitely with your router. First check that there hasn’t been a message from us about a problem with the network. Then make sure that you can’t connect from a different device. If you are still having problems and it could be the router, click below for detailed instructions.

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