Support | Insight
Connection & speed issues
Below you’ll find some helpful suggestions and tips for common connection and speed issues.
Connection issues
My service isn’t working
Plug out the power source on your modem and leave turned off for 1 minute. Reboot the modem and test the internet with an ethernet cable. If your service is still not working please call 1800 938 100.
I can’t access certain websites
I can’t send or receive emails
My speeds are low
Is imagine available in my area?
If you want to see if Imagine is available in your area check out our Coverage Checker.
Improve your Wi-Fi speeds
Remove signal blockers
Reboot router
Avoid congested channels
Your devices
Disconnect unused devices
Use ethernet cable
Use powerline adapters
Configure your Wi-Fi devices
Below you’ll find a short guide to get you up-and-running quickly with configuring your Wi-Fi and connecting your gaming consoles or smart-devices over Wi-Fi.
Changing your Wi-Fi channel
If you don’t know your Wi-Fi password, you can change this is in the Myimagine Portal under “CPE management > Change WiFi Passwsord”.
You can change your Wi-Fi Channel in the Myimagine Portal under “CPE management > Change WiFi Channel”.
Connect gaming
Consoles and any fixed devices over a direct connection will result in a much better experience. Changing your Wi-Fi channels can also result in a better connection and experience. If the device is not getting speeds over distance, a Wi-Fi extender may be required.Please note: For Apple devices, channels 1-4 are recommended.
Device support
Xbox
Playstation 4
Apple devices
Android devices
My Imagine portal
Below you’ll find a helpful guide when using your My Imagine customer portal.
Account overview
Select the HOME button at the top of your portal. Here you can see a summary of your account including billing information, data usage, phone usage, WIFI info, and family protection. Please note we have no access to your portal nor the ability to make changes.
Invoices and balance
Select the BILLING button at the top of your portal. Bills can not be paid via the portal. There can be a 48-hour delay in updating any recently paid invoices.
Family protection
Select FAMILY PROTECTION button at the top of your portal – You can; Add/Remove Family protection | Block types or specific websites | Report Websites | Please note family protection is an opt-in service and costs €2.99 per month.
Block certain websites
- Select the FAMILY PROTECTION button at the top of your portal.
- You select BLOCK CATEGORIES to block certain types of websites.
- You select BLOCK URL to block a specific website(s).
- Please note family protection is an opt-in service and costs €2.99 per month.
Change Wi-Fi name and password
Select the CPE MANAGEMENT button at the top of your portal. Please do not name the two frequencies the same name or this may cause your WIFI connection to jump between the two.
Use your home phone service from your mobile
- Select the SMATPHONE button at the top of your portal.
- Allows you to make and receive calls from your landline using a mobile app.
- Any calls outside of your package will be charged to your Imagine invoice.
- The app is provided by Zoiper, therefore should you have any technical queries regarding the app, you should contact Zoiper.
Phone features
- Select the VOICE FEATURES button at the top of your portal.
- Call barring, Call forwarding, Caller ID, Speed dial, and alarm call can all be activated or de-activated here.
Security
- Select the SECURITY button at the top of your portal.
- You can enable further security or change passwords here..
Fair usage policy (FUP)
During these unprecedented times and with more people working from home, the amount of data we are consuming has increased.
Fair usage policy
The fair usage limit for data usage on the Broadband Service in any one month is 1TB. This limit is not to be exceeded. If you exceed the fair usage limit, we will notify you by phone, text or email to advise you that you have exceeded the fair usage limit and request that you modify your usage behaviour. If you subsequently exceed the fair usage limit Imagine reserves the right to suspend or terminate your Service(s).
Excessive use
The Network is designed to deliver a rich, superfast, low latency broadband experience to both home and small business Customers. It is both our intention and priority to ensure that all customers on our network receive a fair and consistent uninterrupted experience whilst accessing the internet. We encourage the use of the service for all everyday activities such as gaming, streaming, catch-up, video chat, multi-screen and multi-device browsing and many other internet related activities.
We also recognise that there are a limited number of customers that will attempt to disproportionately use the service which in turn may have an adverse effect on the majority of Customers. To ensure that all customers on our network receive a fair and consistent uninterrupted experience whilst accessing the internet, imagine reserves the right to apply restrictions on any Customer whose behaviour is deemed to be affecting the overall user experience of other Customers on the network. Such behaviour includes, but is not limited to, instances of running excessive concurrent internet sessions or regularly accessing excessive bandwidth intensive Peer-to-Peer applications, video streams, website hosting and large file downloads. Customer’s whom we deem to disproportionately use the service will be deprioritised which may reduce the download speed achievable at peak times.
This reduced priority does not limit the usage of the service or restrict the amount of data that can be consumed over time but is necessary to ensure fair and balanced access to network resources amongst all Customers and to ensure that excessive use of the service by certain Customers does not disproportionately impact the service available to others. If we notice continual, disproportionate or abnormal download or upload usage patterns we reserve the right to terminate the provision of your Service(s).
Restrict larger downloads to off-peak hours when possible.
Switch the quality of your services to Standard Definition rather than HD which is often selected automatically, this can be as much as up-to 1GB per hour.
Check and disconnect all devices and apps you are not actively using – these services can continue in the background and eat into your data without your knowledge. e.g. Social media platforms still open and downloading on your mobile devices Antivirus software | App updates | Auto-play via streaming channels. You can monitor your ongoing data usage via your online portal >> HERE
If you need help with logins for the portal simply email portalqueries@imagine.ie including your account number in the subject bar. For more information on Imagine’s Fair Usage Policy (FUP) and Acceptable Usage Policy (AUP) visit acceptable-use-policy.
If you have queries about your usage please email usagequeries@imagine.ie including your account number
in the email’s subject bar
Sales & installation
Below you’ll find answers to some common frequently asked questions about registering, signing up, and your installation.
Common support
How much does it cost?
Is it unlimited?
Can I get broadband without the house phone service?
How does the house phone service work?
Is the service compatible with my monitored alarm?
Yes. Your alarm needs to be reconnected from the previous phone line to your new phone service.
Please contact your monitored alarm provider to switch this over.
Do you slow my speed down if I go over my data usage allowance?
What is my data allowance per month?
1000 GB FUP per month
What is the speed of the broadband service?
Installation support
What time will my Install Team turn up on the day?
How long does the installation take?
Do I have to be there?
Can I ask you to put the outdoor antenna in a different place?
How do you get the outdoor cable into my home?
Will the Install Team run extra cabling inside my home?
Should I cancel my existing telecom provider before my service is installed?
I have requested my number be transferred (ported) – When does this happen?
Can I run my own cable?
Accounts and billing
Below you’ll find some important questions and answers about your Account and Billing.
Do you charge for a failed Direct Debit payment?
If my services are suspended, do I have to pay a reconnection fee to get my services back?
What happens if I do not pay my bill on time?
What date is the monthly payment taken from my account?
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