No connection Unstable connection or low speed, wireless Low speed on a cable connection Reset equipment Speed test
If you experience issues with your broadband connection you can find good advise and guides here. You are also welcome to contact our customer service.

No connection

If there is no light in the DSL lamp on the modem or router, then you must check the manual to make sure everything has been connected accordingly. Please note that the equipment you received from us should be connected directly to the wall plug with no other devices in between.
  • You can download the installation manual for your router here
  • You can download the installation manual for your modem here

If you still cannot access the internet, you may contact our customer service.

If the DSL lamp is off, the following issues might be the cause:

  • Equipment not connected properly
    Please follow the manual for your equipment
  • Equipment connected to the wrong wall plug
    Many homes have multiple phone jacks and therefore you will have to test all phone jacks to make sure you haven't connected the equipment to the wrong one.
  • Defective cable
    Replace the cable between the phone jack and the equipment to make sure the cable is working properly
  • Wrong power supply
    Use original power supply only. If you have used another power supply, it may cause malfunction and fire hazard
  • Reset your equipment
    If you have tried all the solutions above with no luck, you can reset your equipment.

Unstable connection or low speed, wireless

Nowadays a wireless internet connection in your home is taken for granted. However, it will never become quite as fast and stable as a cable connection.

We can never guarantee a given speed on a wireless network since it is affected by many unknown conditions, but there are certain things you can do to optimize your wireless network.

You should also make a cable connected speed test to find out whether the issue is the wireless network or the actual internet connection. You can see how to perform a correct speed test here.

What you can do to improve speed and stability:

  • Restart your router
    In some cases restarting the router will be enough
  • Router positioning
    • Position your router in a central location within your home to achieve the best wireless coverage.
    • Never place your router within a closet or similar confinement since it will degrade the wireless coverage.
    • Find an elevated position for your router, e.g. a book shelf or similar. That may improve the wireless coverage.
    • Never place your router close to other radio transmitting devices
  • Keep your software updated
    A computer with outdated software may cause low speed or instability. Make sure your operating system and drivers are up to date.
  • Select another wireless network channel
    Other wireless routers in the building may disturb the signal of your wireless router if they operate on the same wireless network channel. Find instructions on how to change the wireless network channel here

Low speed on a cable connection

A cable connection will give you the best connection to the internet. It will ensure a stable and fast connection.

If you still experience low speed on your connection there are some other things you can try.

How you can improve the speed:

  • Restart equipment
    In some cases restarting the modem or the router is enough
  • Remove unnecessary devices
    If you have connected your own equipment, e.g. a switch or a router, try removing it and connect your computer directly to our equipment instead.
  • Keep your software updated
    A computer with outdated software may cause low speed. Make sure your operating system and drivers are up to date

Reset equipment

If your equipment suddenly stops communicating with the central you may have to reset the equipment.

When you reset your equipment you will force it to reload the configuration from the central. That may solve issues caused by faulty configuration on the equipment.

If you have a router you will find the reset button on the side of the router. If you have a modem you will find the reset button on the rear side of the modem.

How to reset your equipment:

  1. Press and hold the reset button for 30 seconds while the equipment is on
  2. Wait for 5 minutes while the equipment is restarting and the configuration is loaded from the central