ONLINE SUPPORT

We know that having internet problems can be very frustrating. Here are some useful information to this regard :

  • The same infrastructure is used for both private (FIve.lu) and business (MIXvoip) customers. This is why we perfectly optimized our debugging and fault repair process so that if anything is wrong on your line, our technicians are doing everything to solve it as fast as possible.  

  • Most of the internet problems you can have are not linked to the internet connection. Often you can debug a broken connection by restarting your router. Before getting too involved, check the physical connection: someone could have accidentally kicked the router or modem’s power cable out.

  • Should anything go wrong, just follow the guidelines below and the problem will be solved very fast.

How do I debug a broken connection ?

If you are on a bonding line (copper), follow these instructions :


First restart your router, then check your Sagemcom modem: 1. If the power light is not on, check the power supply. Try using another outlet. If you can't get the light to turn on, open a ticket ( support@five.lu). 2. If the DSL light is blinking try restarting the modem. If after a restart the line is still blinking open a ticket ( support@five.lu). 3. If Power and DSN lights are fixed and green please check the connected router as the problem does not come from the Modem.




If you are on a fiber line, follow these instructions :


Restart your router, then check your ONT : 1. If the alert light is red restart the ONT. If after the restart the light is still red, to open a ticket ( support@five.lu). 2. If Power and PON lights are green and the alert light is not on, the problem does not come from the ONT. Please try replacing your router. 3. If all lights are dark check the power connection. Try using another outlet. If nothing works, open a ticket ( support@five.lu). 4. If the PON light is dark restart the ONT. If after the restart the light is still dark, open a ticket ( support@five.lu).





Still have a problem ? Please send an e-mail to support@five.lu with all your contact details, problem description and phone number and we will reach you.

LINKS
ABOUT

support@five.lu

Tel: +352 20 33 33 05

70 Rue des Prés,

7333 Steinsel

LUXEMBOURG

SOCIAL
  • White Facebook Icon

All prices on this website are with VAT

© 2017 by Five.lu. Proudly developed by MIXvoip S.a