Support Intake
Support Checklist for WiFi and Network Systems
Rule out the obvious before escalating to deeper diagnostics
This page helps you rule out line problems, modem faults, restart order issues, and simple configuration mistakes before you escalate to diagnostics or on-site support.
Follow the Ordered Support Checklist
Follow these steps in order. The sequence matters because many WiFi and network faults can be isolated before deeper diagnostics are required.
Confirm the Internet Line
If devices cannot reach the internet even when connected directly to the ISP router, the issue is upstream, not your WiFi system. Check if phones or laptops can access the internet. If nothing works, contact your ISP first and ask about outages or line issues.
Check the ISP Modem / ONT
Confirm power is on and normal status lights are present. Note any red or alarm lights. 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 first. Restart the ISP modem and wait until fully online (3–5 minutes). Then power on the main WiFi node, followed by remaining nodes. This resolves many connectivity issues.
Check the App, If Applicable
Confirm all nodes show online and look for obvious warnings. 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
Common causes include device prioritisation or QoS enabled, recently changed ISP settings, power outages or brief electricity cuts, or someone factory-resetting a device unintentionally during cleaning.
Still Having Issues?
Note which devices are affected, document when the issue started, and check if it affects all devices or only specific ones. At this point, move to diagnostics or contact us with the troubleshooting steps already completed.
Support Pricing & Warranty
This page is a checklist and triage asset. Pricing matters only if the issue needs chargeable support after these first checks.
Initial Callout — AED 500
Initial site visit including VAT. Basic diagnosis and first hour on-site.
Labour — AED 350/hr + VAT
Charged by the hour. Standard troubleshooting and offsite support if remote.
Out of Hours — +100%
Weekends, holidays, and 7 PM – 8 AM. Emergency response with priority handling.
Warranty & Hardware
Workmanship warranty for supplied systems, best-effort support for client hardware. Covered in line with the hardware and workmanship involved.
What to Send When You Escalate
If you need us to continue troubleshooting, send the results of the checklist with a concise summary of the issue.
Your Details
- Your name and property location
- What is not working right now
- When the issue first started
Evidence
- Photos or screenshots of any warnings
- Photos of racks, routers, or error screens
- Speed test results if applicable
Scope
- Whether it affects one room or the whole property
- Whether it affects one device or all devices
- Any recent changes or updates
Common Questions
Quick answers about the support checklist process.
Where should I start?
Start with the line check, modem status, and restart order. If the issue remains unclear after those steps, move to diagnostics or contact support with the results you collected.
Should I reboot everything at once?
No. Power cycle the devices in the order shown on the page so the modem comes back fully online before the WiFi nodes do.
What should I send if I need help?
Send your name, property location, what is not working, when the issue started, and any screenshots or photos of app warnings, routers, racks, or error screens.
When do I escalate to support?
Escalate if the problem affects multiple devices or rooms, keeps returning after the basic checks, or needs deeper diagnostics or on-site support.
Is this checklist for WiFi only?
No. It is useful for AV, smart home, and wider technology support too, especially when there is a router, controller, or network dependency in the setup.
What if the ISP line is the problem?
If devices cannot reach the internet even when connected directly to the ISP router, the issue is upstream and you should contact the ISP before escalating to WiFi support.
Still Having Issues After the Checklist?
If this first-pass triage does not resolve the problem, move next to diagnostics or send us the results for escalation.
Run Diagnostics
Follow structured diagnostic steps to identify and resolve deeper network issues.
Run DiagnosticsWhatsApp Support
Send symptoms, checklist results, and screenshots for the fastest escalation path.
WhatsApp Support