【The instructions in this FAQ are only applicable to customers who have a Home Wifi Plan】

For fiber customers who have issues with their internet, please visit the following link:

FAQ Link: What can I do with my speed/stability issues? (Fiber Internet)

Reset

If you are having any speed or connection issues, please try first unplugging and plugging back in the power cord of the Home Wifi device, then wait for the lights to turn back on & stabilize (this can take a few minutes). Connect to the device once more and test the connection.

Relocate

As the device operates with mobile signals, the speeds & stability of the connection depend heavily on whether signal reception is good or not. While we do check the coverage at your registered address before we ship the device, external factors such as your building's structure materials, location where you place the device, etc; the internet speeds & stability can be affected.

As a general rule, we recommend placing the device in an open space as close as possible to a window (Note that depending on your building's structure, the best spot might not necessarily be next to a window). Avoid placing the device close to thick concrete walls, or large home appliances such as microwaves, refrigerators, etc.

If you see no improvements after trying the above, please check the following FAQ page to search for a better signal reception spot.

FAQ Link: How can I improve my connection with the Suggested Position feature? (Home WiFi)