Broadwave / Help
Help
A troubleshooter for the common problems, then answers to everything else. Support is on WhatsApp and phone from 7am to 11pm every day.
Step 1
What is the problem?
- PowerSteady green when on.
- PONSteady green means the fibre is connected. Flashing means it is still connecting.
- LOSShould be off. Red means the fibre signal is lost: call us.
- Wi-FiGreen or flashing green when Wi-Fi is on.
8 answers
Billing
When is my bill due?
On the same date each month as your install. We send a WhatsApp reminder three days before.
How do I pay?
Bank transfer, card on the account page, or POS at our Ewet Housing office.
Can I pause my plan when I travel?
Yes, once a year for up to two months, for a small hold fee.
Wi-Fi and speed
Why is Wi-Fi slow in some rooms?
Walls, especially block and concrete, weaken Wi-Fi. A mesh point in the far room usually solves it.
How do I test my speed properly?
Use a laptop plugged into the router with a cable. Wi-Fi tests on phones show the Wi-Fi, not the line.
Can I use my own router?
Yes, but we can only support our own equipment.
Moving and changes
I am moving house. Can I take my plan?
Yes, if the new address is covered. Moving is free once a year.
How do I cancel?
Give 30 days notice on WhatsApp or by email. We collect the router.
- WhatsAppMessage support, 7am to 11pm daily
- Phone+234 800 000 0127
- Visit31 Ewet Housing Estate Road, Uyo, Akwa Ibom (example address)
- StatusCheck network status
Better Wi-Fi in every room.
Six simple changes, from where you put the router to when you need a mesh point.
Read the tips