Support Checklist

Most Wi-Fi and network issues can be resolved with a few simple checks. Follow this guide before requesting a site visit.

Start Checklist WhatsApp Support

Before You Call Support: Quick Checklist

Follow these steps in order. Most issues resolve at steps 1-3.

Confirm the Internet Line

Check if phones or laptops can access the internet
If nothing works, contact your ISP first (DU / Etisalat)
Ask if there are outages or line issues

If devices cannot reach the internet even when connected directly to the ISP router, the issue is upstream, not your WiFi system.

Check the ISP Modem / ONT

Confirm power is on
Check normal status lights are present
No red or alarm lights showing

If the modem appears offline, the issue is upstream of the WiFi system. Contact your ISP before requesting WiFi support.

Restart in the Correct Order

Power off all WiFi nodes
Restart the ISP modem
Wait until fully online
Power on the main WiFi node
Power on remaining nodes

This resolves 60%+ of connectivity issues. Allow 3-5 minutes for each device to fully boot before testing.

Check the App (If Applicable)

Confirm all nodes show online
Look for obvious warnings
Do not assume low-speed numbers indicate a fault

Speed tests in apps often show theoretical maximums, not real-world performance. Focus on whether devices can connect and browse normally.

Check for Self-Inflicted Issues

Device prioritization or QoS enabled
Recently changed ISP settings
Power outage or brief electricity cut
Someone factory reset a device unintentionally

Common issues include kids changing router settings, ISP firmware updates, or accidental resets during cleaning.

Still Having Issues?

Note which devices are affected
Document when the issue started
Check if it is all devices or specific ones

At this point, a site visit may be required. Contact us with the troubleshooting steps you have already completed.

Optional: Run Quick Diagnostics

If you can, run these quick tests and send us the results. They help us confirm whether the problem is your internet line, your WiFi coverage, or a specific device.

Run Diagnostics Tools Common Quick Fixes

Support Pricing & Warranty

Transparent pricing and clear warranty coverage so you know exactly how support works.

Support Pricing & Warranty

Transparent pricing and clear warranty coverage so you know exactly how support works.

Initial callout: AED 500 + VAT
Labour: AED 350 per hour + VAT (charged by the hour)
Out of hours: 200% labour rate (weekends, holidays, and 7 PM - 8 AM)

If the issue is resolved remotely, we will always do that first.

Warranty (Systems We Supply)

Where we supply the hardware, we provide a 12-month workmanship warranty (unless stated otherwise) and assist with manufacturer warranty claims.

Client-Provided Hardware

We can assist with existing equipment, but support is best-effort and we may recommend upgrades for long-term reliability.

Support is provided on a best-effort basis.
We may recommend replacement rather than prolonged troubleshooting.
We cannot warranty third-party equipment, existing cabling, or prior workmanship.

Still Having Issues?

If the checklist didn't resolve your problem, contact us with the details of what you've tried.