How can we help you?

Is your internet acting up? Having trouble connecting to your Wi-Fi? Would you like to upgrade to a higher speed? Can’t find your latest invoice? Or has the cat chewed through a cable? Regardless of the problem or question, you are more than welcome to contact us! Call, email, use our chat, or file a fault report. If we’re unable to answer right now, please leave a message. You are, of course, also welcome to visit us at our office in the Mittistan building! Please note our opening hours at the top of the page.

FAQ

Why isn't my internet working?

There could be several reasons, but please check or try at least the following:

1. If possible, check our 'Network Status' page to see if there is a major outage. You can find this on our website under Support
2. Have you tried connecting with another computer, phone, or tablet?
3. Are the lights on your modem lit? Try unplugging the power to the modem for 15–20 seconds, then wait 2 minutes.
4. If you are connected via a router, you can also try restarting it by disconnecting the power supply, or try connecting your device directly to the modem without the router.

What should I do if I can't get my internet to work?

In that case, call our fault reporting number at 044 022 4243 or file a report online by clicking the 'Fault Report' button at the top of this page. You can also contact us via the chat or send us an email.

Neither my TV nor my internet is working – what’s wrong?

A standard modem has a limited lifespan, and power outages or lightning strikes can damage electronic equipment. You can check if any of your modem's lights are on and try restarting it by disconnecting the power supply. Wait a couple of minutes before contacting us if the problem persists.

What is Wi-Fi and how does it work?

Today, we often expect technical equipment to just work. However, when it comes to wireless browsing via Wi-Fi, there are many things you can do to improve—or inadvertently worsen—your experience. Here, we list some of the most common misconceptions.

 

It all starts with understanding what Wi-Fi actually is. It is a technology for sending data between wireless devices, such as your modem/router and your smartphone, via radio waves. That's right—your phone essentially uses the same technology as your car radio, but it can do so much more with it. To get the best possible performance out of your Wi-Fi, you must understand that the same factors that cause poor reception on a car radio lead to slow speeds or interruptions on your Wi-Fi. Also, keep in mind that different devices vary in how well they handle radio waves, depending on components like the internal antenna.

 

Does modem placement matter?
Yes, the placement of your modem is crucial for a good Wi-Fi connection. High, unobstructed, and close are three keywords to keep in mind. Also, avoid placing it near other electronic equipment, as they can interfere with the signal.

 

I have a fiber connection now, so speed/signal is no longer an issue
The placement of your router for broadcasting Wi-Fi is still just as important. The most aesthetically pleasing installation is not always the best solution. Perhaps the router has been moved, which can degrade the signal in parts of the home where it used to work well.

In newer homes with media cabinets, the router is often placed inside it because the conduits for electricity, phone, and fiber were routed there during construction. These cabinets are usually made of metal, which significantly degrades the wireless signal—and even if the door is left open, it might not result in much improvement. The advantage, however, is that you may have network ports in your rooms, where you can easily place the router or additional Wi-Fi equipment, such as an access point.

A fiber connection is therefore no guarantee of good Wi-Fi. Wi-Fi technology is the same regardless of whether you have ADSL/VDSL or fiber.

 

Should my wireless speed be the same as with a network cable?
No, you won't achieve that. The higher your broadband speed, the more demands are placed on your equipment and how you position it. When you use a network cable, your connection is protected from interference. On Wi-Fi, however, it is exposed to disruptions from other radio traffic, electronic equipment, and environmental factors like walls, chimneys, underfloor heating, tiled bathrooms, etc.

If you want to test your speed, do it first with a network cable, then on Wi-Fi. The difference you see is called "broadband loss." This occurs because the wireless signal is interfered with before it reaches your device. While wireless surfing offers great freedom, it's important to understand the technology's limitations when setting your expectations.

 

A good rule of thumb: If maximum speed and stability are important, choose a network cable. If you want freedom of movement, choose Wi-Fi.

 

I'm connected to the Wi-Fi network, so I should have a good signal and high speed
Even if you are connected to Wi-Fi, it's no guarantee of a quality connection. Even if the signal strength is high (i.e., it looks good on your computer or phone's indicator), there can be a lot of interference on the selected channel, causing traffic to slow down. You can try changing the channel temporarily, but the best approach is to let the router choose a new channel automatically. You may need to restart the router to trigger a new evaluation and select the best current channel.

We recommend keeping the automatic channel selection enabled, as it usually provides the best long-term results.

 

Other Wi-Fi networks nearby
Even if no other wireless networks are visible nearby, we don't have the airwaves to ourselves. There may be hidden networks, as well as many other sources of interference on the frequency bands used by Wi-Fi. These bands are used by other technologies like Bluetooth, and common household electronics (such as microwave ovens) can generate interference on the 2.4 and 5 GHz bands. Therefore, the absence of other wireless networks is no guarantee of a perfect connection.

 

The 5 GHz band is free from interference
Partially true. There is currently less interference on the 5 GHz band because this higher frequency has a shorter range and fewer networks use it. However, it is not completely immune to interference, and as more people use it, congestion will increase. Test both 2.4 and 5 GHz to see which works best for your specific needs.

 

What if I choose a different channel than my neighbor?
There is a high risk that this could make the situation worse, especially on the 2.4 GHz band. The 13 channels on that band are not entirely separate; they overlap. For example, channel 3 overlaps with channels 1, 2, 4, 5, 6, and 7. A rule of thumb is to use channels 1, 6, and 11, as these three do not overlap.

Two neighboring networks using the same channel can actually utilize the capacity more efficiently than if they were on overlapping channels. In conclusion: two neighboring networks on channel 1 will work noticeably better than if one uses channel 1 and the other uses channel 2.

Our recommendation is to leave the router on the automatic channel selection mode. The channels on the 5 GHz band do not overlap, but the auto-mode is still recommended there as well.

 

Hopefully, this has made you a bit wiser about what Wi-Fi is and why it doesn't always work exactly as you'd like!

Can I put my connection on hold?

Yes, you certainly can! Both the Network fee and the Internet fee are 0 euros during the months the connection is on hold; only any applicable modem rental will be invoiced. The connection must be active for at least two months per calendar year, and for at least one month at a time.