Report a broadband fault
If the internet doesn’t work even with a cable directly in the fibre box, we send a fault report to the city network for you. You email us what the network needs, and approve that we send it.
Before you start
- First test with a computer connected by cable directly to the fibre box, and save a screenshot of the result. Test directly at the fibre box
How to report it
- 1
Unplug the power to the fibre box for at least 3 minutes, then test again with a cable.
If it works now, you don’t need to report a fault.
- 2
Take a photo of the fibre box lights and of the label with the router’s MAC address.
- 3
Email support with the photos and the screenshot from the cable test.
Include the address, what isn’t working and when it happens.
- 4
Reply with this text when we ask if we may send the fault report to the city network.
Without your reply we can’t send the fault report.
If the fault is in your own equipment, the city network can charge for the technician visit. If it’s in the network, it costs nothing.
How to know it worked
Done
We send the fault report to the city network, which troubleshoots it. A technician may call you.
Good to know
- Don’t report the fault directly to the city network. That can add extra fees.
- If the internet works again before the technician has come, email us and we’ll cancel the visit.
- Outages in Zitius’s and Telia’s networks are shown on Zmarket’s outage page .
Related guides
Need more help?
Email [email protected] or call 08-519 70 666.