Logging and tracking a fault

Try this first

Almost every drop clears with a simple restart, in this order:

1. Switch off the wall box (the ONT or CPE the network installed) and your Wi-Fi router.
2. Wait about 30 seconds.
3. Power the wall box back on first, wait for its lights to settle, then power the router back on.

Give it a couple of minutes to reconnect before you try again.

Still down after 10 minutes?

WhatsApp or call us with your account or order reference. We'll do a quick check on our side and, if it's a network-level fault rather than something local to your home, we log it directly with the network operator for your area — that's Openserve, Vumatel, Frogfoot, Octotel, MetroFibre or Evotel, depending on where you are.

From there, the network operator investigates and repairs — timing depends on the type of fault (a local drop is usually quicker than a cable cut affecting a wider area). We stay on it and let you know once it's resolved; if you haven't heard back and it's still down, chase us again on the same channel rather than waiting.

Tracking a physical order

If it's a delivery you're tracking rather than a connectivity fault: your tracking link is in the dispatch email, sent within one working day of ordering. No email to hand? WhatsApp us your order reference and we'll look it up.

Response times

We reply to WhatsApp and calls during support hours, and to written queries (email, the contact form) within one working day.