SUPPORT STEPS
Lets determine what the problem is by following these steps.
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Let's solve the Issue
Follow these simple steps below
Slow Speed Support
Follow these steps to test your connection.
- 1) Reboot Router (Take out the power plug and put it back in)
- 2) Reboot wireless device (Instructions Click Here)
- 3) Check for background applications using bandwidth (Windows, Torrents, Mobile Updates, etc)
- 4) Do a Speed Test at www.speedtest.net
- 5) Disconnect devices (Phones, TV's, Computers, etc)
If these steps have worked for you don't need to continue
Thank you
WiFi Issues Support
Follow these steps to test your WiFi Issue.
- 1) Test closer to the router
- 2) Test it cabled into laptop
- 3) Reboot Router (Take out the power plug and put it back in)
- 4) Reboot wireless device (Instructions Click Here)
If these steps have worked for you don't need to continue
Thank you
Email Issues Support
Steps to fix your Email Issue.
- SMTP settings are your outgoing mail server settings, this only works for outgoing messages when sending an email.
- SMTP Outgoing Email Server: smtp2.macrolan.co.za
- Port: 25
- No Authentication
If these steps have worked for you don't need to continue
Thank you
No Internet Support
Follow these steps
- 1) Check if Router is powered
- 2) Check if wireless device is powered (Instructions Click Here)
If these steps have worked for you don't need to continue
Thank you
Submit Ticket
Summary
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The Support Team
The Wiber Support Team is one of the most crucial parts of our business.
We understand how important it is for our clients to be able to contact us when experiencing connectivity issues.
Please note that when we experience disruptions on our network the phones do get busy, however, we want all of our clients to know that the Wiber team are always on standby to attend to any problems that may arise on our network.
All of our support numbers and emails are as follows:
- OFFICE: +27 21 276 0400
- WHATSAPP (After Hours): +27 64 907 5023
- EMAIL: help@wibersolutions.co.za
- SUPPORT HOURS: 8am – 10pm
Please note that any ticket logged after hours will be rectified remotely. If by some chance our online service technician is unable to help you at the time we will call you the following day and get your internet query resolved in no time!
F.A.Q.
Search Documentation, Knowledgebase And Watch Videos To Find Answers
- Reboot Router (Take out the power plug and put it back in)
- Reboot wireless device (Instructions Click Here)
- Check for background applications using bandwidth (Windows, Torrents, Mobile Updates, etc)
- Do a Speed Test at www.speedtest.net
- Disconnect devices (Phones, TV’s, Computers, etc)
- Contact Wiber solutions support team
Follow instructions to test your end of the connection (power, network cables)
Business packages have a lower contention ratio and higher priority on our network. You will also receive dedicated business support.
If you are running a business from home using a home type connection with any technical issues we will book a fix in for the next available time. If you are using a business type connection we will send technical support immediately.
With a business line, your business becomes our priority.
We appreciate all of our clients and try to attend to any network issues in the quickest time, however, this is a way that clients who are using the business connection keep their business online always.
The device size is 358 x 272 x 222mm.
We work on a month to month basis so no contract needed.
There are no policies on our network. We give our clients free range to do with their bandwidth what they like. However, we cannot support piracy and illegal streaming.
Yes, We have an after hour support including a WhatsApp line Until 10 PM 7 days a week. You may also submit a support ticket and our engineers will attend to it within 24 hours of submission. Business hour support is 8-5 Monday to Friday.
No DLC or Phone line needed with us.
Generally 2 hours, it depends on how big your property is and how technical the cable run is.
Generally, 10 – 30 minutes.
SMTP settings are your outgoing mail server settings, this only works for outgoing messages when sending an email.
SMTP Outgoing Email Server: smtp2.macrolan.co.za | Port: 25 | No Authentication
Depending on certain things you may encounter extra cost but this will be determined by our technician.
- Extra routers will be charged for.
- After 20 metres of cable, there will be an extra cost of R10 a metre.
Please check your junk mail or contact us to make sure your email address is correct.
Yes, we do offer a custom package with more upload/download speeds please contact us to find out more.
For cancellations contact cancellations@wibersolutions.co.za
Routers are essentially stand-alone devices that are separated from our core network. In the past, while supplying free routers some of our clients assumed that it was a specific extension of our network which ultimately turned into dedicated router support. We at Wibernet are definitely willing to provide basic support to users who are having difficulty operating their router or are having trouble with routers. While we added the cost of the free router as a gift to our customer the routers were very entry level that also came with their own problems. Routers sometimes give different issues such as wifi congestion and much more that may slow down the internal home network that is easily be fixed by the end user. Our clients are entitled to purchase their own routers. However, We do have a range of routers that we have tested and trust that we offer at a competitive price point.
Support Articles
Our Expert Support Team Talk Internet
MY INTERNET IS SLOW OR I HAVE NO INTERNET AT ALL?
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REBOOTING WIRELESS DEVICE
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WI-FI VS. INTERNET
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SPEED TEST SHOWS SLOW SPEEDS – WHY?
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