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If there are issues with your service, follow the below steps to try to solve your service issue.

In Order:

  1. Check multiple apps or websites to ensure the connection issue is not specific to one in particular (such as Netflix, YouTube, etc.)
  2. Check your device to ensure that the connection issue is not possibly limited to one particular device only.
  3. Confirm your power and CAT5e cables are plugged in. Do not tamper with the fiber cable. This could damage your fiber and will require a technician to come out and repair it.
  4. Make sure your router is placed in a central location. Check out our tips below under the tab ‘Routers & Wi-Fi.’
    1. DO NOT Press the Reset button on your SMART Fibre equipment. Power off (unplug) your router for one minute and then power back on again. If you have more than one router, restart all of these (Zhone / TP-Link). See instructions for how to do this below under the tab ‘Routers & Wi-Fi.’
  5. Run a speed test directly connected to your SMART Fiber equipment, bypassing any equipment not supplied by SMART.  See instructions for how to do this below under the tab ‘Speed Tests.’
  6. Power cycle your SMART Access Points. See instructions on how to do this below under the tab ‘SMART Fibre Equipment.’
  7. Make sure your SMART Fiber account is up to date on payments by checking your last statement here, or contacting the billing team here
  8. If you are still experiencing issues, it may be time to log a support call. For details and Technical Support Hours, see below under the tab ‘Contact Support.’
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