Account & Support
How to Contact Support (and What Information to Provide)
Support teams can resolve most issues far faster when you provide the right details up front, instead of a back-and-forth of follow-up questions. Before you reach out, work through the relevant troubleshooting guide for your issue, then gather the information below.
Try the relevant guide first
Many issues can be resolved in a few minutes without waiting for support -- see our full Help Center for guides covering connectivity, Wi-Fi, PPPoE, and payment issues.
Information to have ready
- Your account/customer number (find this on a past invoice or payment confirmation).
- The exact issue: no internet at all, slow speed, Wi-Fi only, drops intermittently, payment/billing issue, etc.
- When it started, and whether anything changed beforehand (e.g. a recent payment, a power outage, or moving the router).
- Which devices are affected -- just one, or every device on the network?
- Any error messages or codes shown on your router or device, noted down exactly.
- The results of a speed test, if your issue is about slow speed -- see how to test correctly.
- What you've already tried (e.g. "restarted the router twice, still no connection").
What to expect
Having the details above ready usually means your first message or call can go straight to diagnosing the actual fault, rather than gathering basic information -- getting you back online faster.
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Still stuck? See how to contact support and what information to have ready.