No connection
Send service address, time started, router light photo, and whether nearby customers are affected.
Report issueCustomer support
Support routed by exact location and issue type.
Report no connection, slow or intermittent service, router and WiFi issues, billing questions, relocation, or payment verification.
Useful details for faster support
Location context and clear evidence help distinguish a site issue from a wider network advisory.
Slow or unstable
Send time of day, affected rooms and devices, wired or WiFi result, and a speed test if possible.
Report issueBilling or payment
Keep amount, method, date and time, and reference number for the billing review.
Payment guidanceCheck status before reporting
If an area advisory is active, the status page will show the affected locations, latest update, and customer action. Individual issues should still be reported when service does not recover after a resolved advisory.
Do not post private proof publicly
Payment screenshots, account details, mobile numbers, and identifying information belong only in the secure request workflow.
Tell support exactly what happened.
Include the location, start time, affected devices, router lights, and whether the issue affects one customer or a wider area.