Troubleshooting

Having problems with
your internet connection?

At Fastcom, we strive to provide the highest level of fast, reliable voice and data services.

Experience tells us that the vast majority of issues can be resolved with a total reboot of your system. If you find your connection is not working please try restarting all equipment supplied by Fastcom as well as any wireless routers and your computer.

We are committed to providing all customers with the highest level of customer care and quality support services. If you are experiencing any trouble with your service please report it to our Technical Support Team who will do their very best to ensure they resolve the issue to your complete satisfaction.

Wireless Issues

Why is the internal wireless signal I receive so poor?

Your wireless signal may fluctuate due to the following reasons:

  • Distance from your wireless router.
  • Signal power of your wireless router. Some routers give better coverage.
  • The density of walls can have an adverse effect on the distance wireless signals will travel.
  • Other internal wireless devices such as music systems can interfere with your wireless router signal.

Broadband Issues

Why is my internet running slow?

There are a number of reasons your internet may be running slow. Check the following to identify the problem:

  • Try connecting to the broadband connection bypassing any wireless devices.
  • Try connecting to the internet using a different browser such as Firefox or Google Chrome.
  • Check to ensure that your antivirus software is installed and up to date.
  • Finally, if the above hasn’t worked, give us office a call.

Troubleshooting Checklist

If you are encountering difficulties with your internet connection, more often than not it is something relatively simple, and in order to get you back up and running as soon as possible, we have compiled this troubleshooting checklist to eliminate some common problems.

Before reporting a fault, we would encourage all of our customers to run through this troubleshooting checklist, to ensure that the cause of the problem is with the connection, and not limited to your computer, Local Area Network (LAN) or wireless router.

The old joke about ‘turning it off and on again’ is true. Often software problems and settings preventing your internet access from operating correctly can be cleared and reset by performing a restart on your computer.

For best results, it is wise to fully log out and shut down the computer and give it a good 10 seconds rest before starting it up again, but more often than not a simple restart will suffice.

Sometimes software problems can occur in any routers, access points or Ethernet hubs/switches that you may be using on your Fastcom connection, and these can be restarted in the same way by turning the power off, having a 10 second rest and turning the power back on again. Allow a good 30 seconds for the router to boot back up again before checking if your internet connection is restored.

Please note: On some routers, the reset button is not a power cycle button and will actually reset the router to its factory settings. Please ensure that you know this is not the case before performing such an operation, which should be highlighted in the manual that came with the router.

Initially it is a good idea to check that everything is actually connected properly, as it is very common for cables to be accidentally pulled out of their sockets, giving the appearance that the service it not working.

There should be a cable coming in from the main unit outside, that is plugged into a little black box, this connection is marked IDU.

Your computer or wireless router should be plugged into the opposite side of the black box and the green light should be on. If it is not, check that the power supply in plugged in and is turned on at the power socket.

There is a small black box with a single green light on, called the IDU and it is the power source for your Fastcom antenna mounted outside.

Check that the green light is on, and to restart the unit, disconnect the power cable from the unit for about 10 seconds before replacing, and also perform a manual restart on your computer to reset the settings. You can then check your internet connection once both units have restarted by trying to visit a common website like Google.com in your web browser.

If you are having difficulty with sending email, first check that your internet connection is working properly by visiting a reliable web page like Google.com in your web browser.

If you can still connect to the internet, your problem may be related to your email service or settings and you should contact your email service provider for support or access the help menu on your email application.

If you are still encountering problems and all else fails, report any difficulties that you are having to our Technical Support Team by calling 0818 70 71 71 or e-mailing support@fastcom.ie.

If you are calling outside office hours, please note all voicemails will be returned.

Call our sales team today

Tel: 0818 70 71 71

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