Question 1

My internet is down

Accepted Answer

Check power to your ONT/router and any PoE injectors. Verify cables are firmly seated, then restart your router. If you're on fibre, check the FNO app or status page for outages. Still offline? Contact us on WhatsApp.

Question 2

Wi-Fi slow or dropping

Accepted Answer

Move closer to the router or add a mesh node. Select a less congested channel; separate the 2.4 and 5 GHz SSIDs. Update your router firmware.

Question 3

Latency or buffering

Accepted Answer

Run a speed test over Ethernet to isolate Wi-Fi issues. Close background downloads and updates on PCs and TV boxes. Contact us if latency stays high during off-peak hours.

Question 4

Phone not registering

Accepted Answer

Check internet connectivity and LAN cabling. Verify the SIP username, password and server address. Reboot the handset or PBX and try again.

Question 5

One-way audio or no audio

Accepted Answer

Disable SIP ALG on the router if it's enabled. Ensure NAT traversal is set (STUN/keep-alive) where applicable. Test via a mobile hotspot to rule out the local network.

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Self-help: internet & Wi-Fi

Self-help: VoIP