✓ You may occasionally experience slower internet speeds. To confirm whether your connection is performing optimally, run an online speed test.
✓ Open your browser (e.g. Google Chrome or Microsoft Edge) and visit www.speedtest.net.
✓ The test will display your current download and upload speeds.
✓ For accurate results, run the test close to your router and ensure only the testing device is connected.
✓ Depending on your internet package, a good result should be between 50% and 100% of your plan’s maximum speed.
✓ If your speeds are not optimal and you suspect a network issue, please contact us so we can assist with troubleshooting.

You may wish to upgrade to a package with faster speeds or switch to a more affordable option. Please contact us through any of our available channels and our team will be happy to assist you and facilitate the change to your service.

LOS stands for Loss of Signal. When the red indicator above LOS lights up and starts blinking, it means there’s a fiber issue. This could be due to: ✔ Fiber cut – usually occurs on the main cable running from our Fiber Access Terminal to your router.
✔ Loose patch cord – the slim cable connected to the back of your router. You can try carefully unplugging and reconnecting it to see if the red light stops blinking.
If the issue persists, please contact us through our communication channels.

✔ Depending on the type of issue affecting your network, a technician may need to be dispatched. Once you report the problem, we will let you know if technical assistance is required.
✔ Some repairs may take longer than others. Don’t worry—your technician can provide updates on the timing via phone. If your issue has not been resolved within 48 hours, please contact customer support so we can assist you further.

All our packages are all-inclusive with no hidden fees. Extra charges may apply only for optional services or equipment upgrades.