No internet: what to do

No internet right now? Write using your mobile data — in Telegram, WhatsApp or the website chat, in English. The AI assistant answers around the clock and takes repair requests; our support staff can join the chat daily 9:00–18:00 and reply using machine translation. Give your address or payment code.

  1. Check your balance in your customer account. The monthly fee is charged every month on the day matching your connection date; if there was not enough money that day, access is suspended automatically and restored after you top up.
  2. Is there power in the building? Without power the router doesn't work, and on fiber (GPON) neither does the ONU (optical network unit). What to do during power outages — see below.
  3. Restart your equipment: unplug the router (and the ONU, if you have one) for 30 seconds, plug it back in and wait 2–3 minutes.
  4. Check the lights and cables: make sure the plugs are firmly in place and the cable is not damaged. If you are on fiber, a red LOS light on the ONU means a problem with the optical line — write in the chat (we take requests around the clock) or call daily 9:00–18:00 (in Ukrainian or Russian).
  5. Connect with a cable instead of Wi-Fi or try another device — this shows whether the problem is in the network or in your router.
  6. Contact us: (093) 01 02 03 8, (067) 01 02 03 8, (050) 01 02 03 8 daily 9:00–18:00 (in Ukrainian or Russian), or write in the chat or a messaging app in English — we take requests there around the clock. Give your address or payment code — so we can find your connection faster.

Internet works, but slowly? Test your speed — that page also explains how to measure correctly.

How long a repair takes

Under normal conditions we fix faults within 1–3 business days. After shelling we work in a different order: first we restore the trunk lines and nodes that hundreds of subscribers depend on, then individual lines, and on such days it may take longer. When we accept a request, we tell you what happened; you can check on the progress of the repair in the chat, or by phone (in Ukrainian or Russian).

During power outages

We switch our network nodes to backup power so that the connection keeps working when there is no power in the building. For the internet to work at your home too, your home equipment needs power: the ONU and router use little power — a power bank with a 12 V output, or a regular power bank with a USB cable that converts to the right voltage, keeps them going for several hours. The ONUs we install run on 12 V (a 0.5 A power adapter; actual consumption is lower); your router's voltage is printed on its power adapter. A simpler option is a small UPS for the router.