If you can't connect to the internet using our Fixed Wireless Service, please follow the steps below:
1. Check the cables & power to your router – if they’ve been unplugged or knocked out this can stop your service working.
-The black cable from the Imagine outdoor unit should be plugged into the WAN/POE port which is a different colour to the rest of the ports so should be easily identified.
-Check the power socket that the router is plugged in to is switched on and that there is power to it.
2. Try a reboot - this fixes the majority of issues - unplug the router power cable from the wall and leave out for 2 minutes. Then plug back in and wait up to 3 mins for the SYS or USIM light to come on indicating that the router is communicating with the outdoor antenna and receiving our external signal.
3. Check your devices are connected to the WiFi in your device settings. If not, follow the instructions here. If your device is connected to the WiFi but has still no connectivity, reboot your device.
If this doesn't restore the connection, please give us a call on 1800 938 100 and press 2 or email support@imagine.ie
Please don’t factory reset your router unless instructed to do so by our technical support team. Factory resetting your device will wipe all of your settings and means you will need to speak to a member of our technical support team to fully restore your service.
If we identify a network issue that may significantly impact your service, we'll endeavour to keep you informed of this by SMS to the mobile number registered to your account or through a message on our phone lines.
If you are using our Fibre Service please find help here
For WiFi support see:
We’re trying to empower our customers to answer these questions without needing to talk with an agent, so we’d love to know if this helped?
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