🔍 Problem identification
Test your connection:
Run a speed test on speedtest.net
Note the results (download/upload)
Test on several devices
Test in different locations of the accommodation
Check the box:
Are all lights on normally (green color)?
Is the box hot?
Are there obstacles around?
Is the box well positioned?
⚡ What to do?
Immediate actions:
Restart the box:
Unplug it completely
Wait 30 seconds
Plug it back in and wait 5 minutes
Optimize placement:
Elevate the box
Move it away from walls
Avoid obstacles
Central position if possible
Reduce interference:
Move electronic devices away
Limit connected devices
Use 5GHz network if available
Do not:
Do not modify box settings
Do not install WiFi repeater without authorization
Do not unplug cables
📱 How to report the problem?
Through your tenant portal:
Category: "Technical Assistance - Internet"
Specify:
Speed test results
When the problem started
Actions already taken
Affected devices
Documents to attach:
Screenshots of tests
Photos of box lights
Box identification - photos of label
Photos of box placement
⏰ Intervention timeframes
Highly dependent on the type of problem. If resolution is possible remotely with a technician then resolution time is quick. If on-site intervention is needed or if the problem is related to work on public roads or in the building, we are dependent on operator timeframes.
⚠️ Warning
While waiting for resolution:
Limit connected devices and disconnect devices when not in use
Avoid HD streaming during peak hours
Stay close to the box for important usage
💡 Good to know
Normal speeds:
Download: minimum 50 Mbps
Upload: minimum 10 Mbps
Ping: less than 30ms
Impacting factors:
Number of users
Distance from box
Peak usage hours
Temporary solutions:
Use mobile hotspot
Prioritize essential activities
Stay close to box for video calls
Note that internet boxes installed by Colonies are chosen for domestic use and normal usage. Colonies cannot be held responsible for insufficient connection for other uses.