If there are issues with your service, follow the below steps to try to solve your service issue.
- Check multiple apps or websites to ensure the connection issue is not specific to one in particular (such as Netflix, YouTube, etc.)
- Check your device to ensure that the connection issue is not possibly limited to one particular device only.
- Confirm your power and CAT5e cables are plugged in. Do not tamper with the fiber cable. This could damage your fiber and will require a technician to come out and repair it.
- Make sure your router is placed in a central location. Check out our tips below under the tab ‘Routers & Wi-Fi.’
- DO NOT Press the Reset button on your SMART Fibre equipment. Power off (unplug) your router for one minute and then power back on again. If you have more than one router, restart all of these (Zhone / TP-Link). See instructions for how to do this below under the tab ‘Routers & Wi-Fi.’
- Run a speed test directly connected to your SMART Fiber equipment, bypassing any equipment not supplied by SMART. See instructions for how to do this below under the tab ‘Speed Tests.’
- Power cycle your SMART Access Points. See instructions on how to do this below under the tab ‘SMART Fibre Equipment.’
- Make sure your SMART Fiber account is up to date on payments by checking your last statement here, or contacting the billing team here
- If you are still experiencing issues, it may be time to log a support call. For details and Technical Support Hours, see below under the tab ‘Contact Support.’
How to Power Cycle (Restart) Your Router:
To power cycle (restart) your router, unplug the power cable, wait one minute, then plug it back in. This is the most common way to fix Internet-related issues.
Ways to Boost Your Wi-Fi Signal:
Pick the right router
- Entry level routers will have trouble providing signal throughout your entire home, and some routers do not have enough bandwidth capacity to handle all the devices in your home. You can use a Wi-Fi analysing app such as the Ubiquiti WiFiman to determine how effective your router is (free for download via the GooglePlay store).
Upgrade your network
- If there’s an area in your home with limited Internet connectivity, consider either upgrading your router, adding Access Point/s or installing a dedicated cable from the router to your primary streaming device. For assistance, a network survey can be scheduled.
A list of recommended routers can be found here:
- UB-UAP-AC-LITE: https://www.ui.com/unifi/unifi-ap-ac-lite/
- UB-UAP-AC-LR: https://www.ui.com/unifi/unifi-ap-ac-lr/
- UB-UAP-AC-PRO: https://www.ui.com/unifi/unifi-ap-ac-pro/
- TP-WR840N: Download our Datasheet. Click here.
- TP-WR850N: https://service-provider.tp-link.com/wifi-router/tl-wr850n/
- TP-Link EC120-F5 AC750: https://service-provider.tp-link.com/wifi-router/ec120-f5/
- TP-ARCHERC5: https://service-provider.tp-link.com/wifi-router/archer-c5/
Beware of Wi-Fi interference
Wi-Fi signals can be absorbed or blocked by materials such as concrete, glass, and metal. This interference can directly impact the strength of your Wi-Fi signal. Additionally, devices in your home may impact your Wi-Fi signals because they emit or use the same frequency space as your Wi-Fi. Devices that can interfere with your signal include baby monitors, phones, microwaves, etc.
Set your router up high
Keep your router off the ground, preferably about one to two meters off the floor. Wi-Fi routers emit radio waves, which spread out and down from their source.
Make your Internet secure
Be sure to create a strong password that will prevent strangers from accessing your network. Extra users slow your Internet connection by taking up additional bandwidth. We recommend that all homeowners protect access to their Wi-Fi with a complex password. Only share your passwords with those you trust to prevent unauthorised use, and sneaky downloads taking place without your knowledge.
Reboot your router monthly
Rebooting your router allows it to take a break and perform needed system updates. A reboot once a month is recommended, or in the even to of slowness or offline instances. Unless you have a surge protection plug installed, it is also recommended to unplug your router during power outages and electrical storms, and to only power on when the power grid has returned to normal, or the storm has passed.
What Not to Do
- DO NOT Press the Reset button on your SMART Fibre equipment
- DO NOT Tamper with the fibre line or attempt to relocate your equipment by yourself
- DO NOT Google issues with your router and try to “reconfigure” your SMART Fibre device