What happens when something breaks

When your internet stops working, the last thing you want is a chatbot telling you to power-cycle your router for the third time. Here's how our support actually works.

Raise a ticket from the portal

Log in at /customer, tap "Help", describe the problem in plain English. You don't need to know technical terms — "Netflix keeps buffering" is enough for us to start looking at line quality on our side.

Response time targets

A complete outage (no connectivity at all) is treated as P1: we aim to acknowledge within 15 minutes and resolve within 4 hours. Slow speeds, intermittent drops, or single-device issues are P2: 1 hour to acknowledge, 24 hours to resolve. You'll get updates in the ticket thread as we work — no need to refresh.

How to help us debug faster

If you can, include: the time the problem started, whether it affects every device or just one, whether you've tried a different cable or a power-cycle of the router, and any error messages your devices show. The more specific, the faster we can pinpoint where in the chain the problem sits.

If we can't fix it remotely

Some problems need a technician on site — a damaged fiber drop, a failed ONT, anything related to the physical install. Field visits are free for service-affecting issues. We coordinate a time in the ticket thread; you don't need to call anyone.