Internet isn’t working after activation
It’s the start date but you can’t get online. Start with the cause at the top, it’s the most common.
Common causes
Check
Have the fibre box and router been without power since activation?
What to do
Unplug the power to the fibre box and the router for at least 3 minutes, then start them again.
If it still doesn’t work, test with a computer connected by cable directly to the fibre box. If that works, the fault is in the router.
Test your connection directly at the fibre boxCheck
Have you approved the order with BankID and paid the first invoice?
What to do
Approve the order with BankID and pay the invoice. We only activate once both are done.
Find and pay an invoiceCheck
Does, for example, Zmarket’s or Zitius’s page show when you try to browse?
What to do
The old provider hasn’t released the connection, or activation isn’t finished. Restart the fibre box and the router. If that doesn’t help, email support.
The city network’s page shows instead of the internetCheck
Does the apartment number in the order match the number on the fibre box label?
What to do
With the wrong number, another outlet is activated. Email support with the right apartment number.
Check
Is the router’s WAN set to a fixed IP address?
What to do
Set the router to DHCP (get an address automatically). The broadband hands out the address itself.
Connect your router to the fibre boxCheck
Has the fibre been brought in and connected in the building?
What to do
Contact the city network, or email support and we’ll find out.
In Zitius’s and Telia’s networks, call 020-40 24 00, 09-16. Then contact us, and we’ll move the start date.
Good to know
- Still not working? Email support your address and apartment number, how the fibre box lights look, and if you’ve tested with a cable directly in the fibre box.
Related guides
Need more help?
Email [email protected] or call 08-519 70 666.