Technical support

Report a network issue

Tell us what’s happening and we’ll get a technician onto it. The more detail you give us here, the faster we can diagnose the problem — often without needing a site visit.

Fault report

Tell us what’s wrong

Fields marked are required. Everything else helps, but don’t let it hold you up.

On your invoice or in the client portal. Leave blank if you can’t find it.
A number we can reach you on today.
How badly is it affecting you?
Useful details: whether all devices are affected or just one, the lights showing on your equipment, any speed test results with the time you ran them, and anything you’ve already tried.
A photo of your router lights, damaged cable or an error message often solves the case immediately. JPG, PNG, GIF, WebP or PDF, up to 10 MB.

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Fault report received

Thank you. Your report has reached our technical support team and a confirmation has been sent to your email address.

FLT-000000-0000

Please quote this reference in any follow-up. Reports logged during office hours are typically acknowledged the same working day; high-severity faults are escalated immediately.

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Urgent? Call us

If you’re a business or enterprise customer and completely offline, phone us rather than waiting on a form.

+268 2417 7505

Try these first

Roughly two-thirds of faults are resolved by these three checks — and they take about five minutes.

  1. Restart your equipment. Unplug the router and ONT from power, wait 30 seconds, plug the ONT back in first, then the router.
  2. Check the lights. A red or unlit signal light on the ONT usually points to a line fault we need to attend to.
  3. Test with a cable. If a cabled device works but Wi-Fi doesn’t, the fault is in your wireless setup rather than the line.

Check for a known outage

If your area is already affected by an incident, it will be listed on our status page with live updates.

View Network Status
What happens next

How we handle your report

1

Logged and acknowledged

Your report is logged with a reference and confirmed by email, usually within minutes.

2

Remote diagnosis

Our engineers check your line, equipment status and the surrounding network before contacting you.

3

Fix or dispatch

Many faults are resolved remotely. If not, we book a technician visit at a time that suits you.

4

Confirm and close

We verify the fix with you before closing the ticket — not before.

Business customers are escalated ahead of residential tickets. Enterprise customers with a Service Level Agreement have contractually guaranteed response and restoration times.

Not a fault, but you still need help?

Billing questions, package changes, moving home and account updates are all handled by our customer team — they’re a message away.

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