26/06/2021
Good afternoon
The below troubleshooting relates to our Domestic customers.
All support is carried out by email to [email protected]
Please use your Account Name/Customer Reference and eircode. There are a number of customers with the same name. The registered email address is required for support ( the email address used at time of order)
From time to time customers may experience some issues . In order to support you we look at your overall connectivity including WIFI. This is the part of your connection we cannot see.
Broadband which is your monthly/annual fee is the connection to your house/premises. Wifi is from the router out to your devices and those devices back.
Troubleshooting.
Please give as much detail as possible as to what is not working.
Please try to do these steps when you are having an issue rather than when you are not
Please outline what else is on the network like WiFi extenders/boosters/repeaters, other network switches, IP CCTV cameras, baby monitors etc
Have you any new devices/repeaters in the house?
Is there anything plugged into the yellow ports on the router?
Log into the router ( in the address bar at the top of your browser
( google, internet explorer/safari/firefox) - type in http://fritz.box This will bring you to the home page for your router. It will ask you for a password which is supplied in your email or can be found
under the AVM Sticjker on the underneath of your router
At the top right hand side of the page that opens see if there is a link to do an update
Click that link
The router will do an up-date and reboot
When you have that done, please do the following. It is best to do this when you are having an issue
Can you do a speed test from http://speed.ekerry.net and send a screenshot back to [email protected]
Log into the router ( in the address bar at the top of your browser
( google, internet explorer/safari/firefox) - type in http://fritz.box
This will bring you to the home page for your router. It will ask you for a password which is supplied in your email or can be found under the AVM Sticker on the underneath of your
router
Please make sure that all the devices that are used in the house
phones/tablets/laptops/smart tvs/Playstations/firestick etc. are connected when doing this
At the left hand side select wireless and then radio network
At the right hand side if you scroll down it shows all the devices that are connected. Email (as an attachment rather than in the body of the email) [email protected] a screenshot of the items on the page (you can change the zoom on the browser if you need to get in extra lines)
If you do not have a fritzbox router please email support@ realbroadband.com
Thank you
4 James St. Tralee, Co. Kerry
T: 066 7180298 – Monday to Friday 9am-7pm
[email protected]
emails are monitored out of hours for support purposes. We will respond as soon as possible
www.realbroadband.com
Broadband - Online Offsite Backup – IT Services
