Common Quick Fixes

Before contacting support, there are a few simple checks that can often resolve issues immediately or help us diagnose the problem faster.

These steps are safe to perform and frequently save time for everyone involved.

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1. Check Your Internet Service (Very Important)

Many connectivity issues are caused by ISP-related problems rather than faults within the home.

Before anything else, please check:

• Your ISP account is fully paid and up to date
• There are no service suspensions or restrictions on the line
• There are no known outages in your area

ISPs may partially restrict or fully suspend service if:

• A bill is overdue
• A payment has failed
• An account review is in progress

These issues can present as:

• Slow or intermittent internet
• Internet working on some devices but not others
• Internet dropping in and out

If in doubt, logging into your ISP account or contacting them directly can save a lot of time.

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2. Confirm Power and Indicator Lights

Check that key equipment has power:

• Modem / ISP router
• Main router or firewall
• Network switches
• Wi-Fi access points or mesh nodes

Look for:

• Normal status lights (not flashing error lights)
• Devices that feel warm and appear active
• No obvious loose power cables

If a device appears completely off, note this before contacting us.

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3. Check if the Issue Is Device-Specific

Try the same task on another device if possible:

• Test internet access on both phone and laptop
• Try Wi-Fi and wired connections (if available)
• Check whether one room is affected or the whole property

This helps determine whether the issue is:

• A single device problem
• A Wi-Fi coverage issue
• A wider network or ISP issue

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4. Reboot One Device Only (If Needed)

If advised previously, you may reboot one device only, such as:

• The ISP modem
• The main router or firewall

How to do this safely:

1. Power off the device
2. Wait 30 seconds
3. Power it back on
4. Allow 510 minutes for full recovery

Please do not:

• Reboot multiple devices at once
• Unplug switches, cameras, or AV equipment
• Reset devices to factory settings

Incorrect rebooting can make diagnosis more difficult.

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5. Check Recent Changes

Think about whether anything has changed recently, such as:

• A power cut or electrical work
• Renovation or furniture movement
• New devices added to the network
• ISP maintenance or router replacement

Even small changes can affect Wi-Fi or network behaviour.

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6. Run a Basic Speed Test

If the issue is slow internet:

• Run a speed test close to the router
• Note the result (download, upload, and latency)
• Take a screenshot if possible

This gives us a useful reference point when diagnosing performance issues.

Useful (simple) test tools

These are easy for most people to use and give us genuinely helpful data:

• Fast.com quick real-world style download test (Netflix network). Great as a first check.
• Speedtest.net detailed test including latency (ping) and jitter.
• Cloudflare speed test useful if Speedtest results look inconsistent (search Cloudflare speed test).
• Google speed test type speed test into Google for a fast sanity check.

If you want to send us the most useful information (and save time), follow our step-by-step guide here:

Diagnostics tools

If you can, run two tests:

1. On WiFi near where you usually experience the problem
2. On WiFi standing next to your main router / access point

Then screenshot both results.

A quick ping check (optional)

If youd like a quick is it dropping out... test:

• Windows: Open Command Prompt and run: ping 1.1.1.1 -n 20
• Mac: Open Terminal and run: ping -c 20 1.1.1.1

If you see lots of timeouts or very high response times, screenshot it and send it to us.

DNS check (optional)

If websites load slowly but speed tests look fine, DNS can be the culprit.

• Try toggling WiFi off/on on your phone, or restarting the browser.
• If youre comfortable: set DNS to 1.1.1.1 / 1.0.0.1 (Cloudflare) or 8.8.8.8 / 8.8.4.4 (Google).

If youre unsure, dont change anything just tell us it feels like DNS.

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Copy & paste this when contacting support

Copy/paste support info

Copy the template below, fill in what you can, and send it on WhatsApp. Even partial info helps.

`Name: Location (area / building): ISP (Etisalat / du / other): Issue summary (whats happening...): When did it start... (approx date/time): Is it all devices or one device...: Which rooms/areas affected...:

Speed test (WiFi near problem area):

• Download:
• Upload:
• Ping/latency:

Speed test (WiFi next to router/AP):

• Download:
• Upload:
• Ping/latency:

Any recent changes... (power cut, renovation, new device, ISP change): Photos of router/firewall/switch/APs (if possible): Screenshots (speed tests / errors / ping results): `

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If you use Firewalla (autodiagnostics)

If you have a Firewalla on site, these checks are quick and very helpful:

1. Open the Firewalla app confirm the box shows Online.
2. Go to Network confirm the WAN shows connected and has an IP.
3. Run the builtin Speed Test (or Internet Speed Test) and screenshot the result.
4. Check Alarms and screenshot anything relevant (outages, DHCP issues, device offline, etc.).
5. If the issue is device-specific: open the affected device in Firewalla and confirm its online and has an IP.

If you can, send:

• Speed test screenshot
• Any alarms screenshot
• A quick photo of the Firewalla and how its cabled (WAN + LAN)

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If you use UniFi (autodiagnostics)

If you have a UniFi setup, these checks usually reveal the cause fast:

1. Open UniFi Network (app or web) confirm the site shows Online.
2. Check Insights / Alerts and screenshot any warnings.
3. Check WiFi AP status: are any APs showing Disconnected or Adopting...
4. Run a Speed Test from the gateway (if available) and screenshot it.
5. If the issue is in one area: open the AP for that area and screenshot:

• Uptime
• Channel and transmit power
• Connected clients (and their experience score)

If youre not sure where to find these, dont worry send us screenshots of what you can see.

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7. Do Not Make Configuration Changes

Please avoid:

• Changing router settings
• Updating firmware
• Installing network optimiser apps
• Adding extenders or boosters

These changes often complicate the issue and slow down resolution.

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When to Contact Us

If the issue persists after these checks, contact us via WhatsApp:

058 583 8196

When you do, please include:

• A short description of the problem
• When it started
• Photos of the affected equipment
• Any checks youve already performed

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In Summary

Before contacting support:

• Confirm your ISP bill is paid and service is active
• Check power and indicator lights
• Identify whether the issue affects one device or many
• Reboot only one device if appropriate
• Avoid making configuration changes

These simple steps often resolve issues immediately or allow us to help you much faster.

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Need deeper diagnostics...

Go to: Network diagnostics

If you have specific hardware

• TP-Link Deco support
• Linksys Velop support
• Sonos support

Still stuck...

Contact Us