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  • 021-11-11-67849
  • 37-C, 10th street of Khayaban-e-Mujahid
    Phase 5 DHA (Khadda Market).

For the fastest possible speeds, we always recommend a wired connection using an Ethernet cable between the Optix Router/ router and your device.

Using a wireless Wifi connection, you should be able to achieve between 10 Mbps to 50 Mbps on a 2.4 GHz band, and between 80 Mbps and 220 Mbps on a 5Ghz band, depending on the speed of the package you subscribe to.

Please see Wired connection vs. Wifi for an explanation of wireless technology and the factors that affect Wifi speed.

If you have any questions, please get in touch with our Customer Service team at [email protected] or call us on 021-11-11-67849.

For the fastest possible speeds, we always recommend a wired connection using an Ethernet cable between the Optix Router and your device. This is because there is no interference on a wired connection.

Wireless signals are affected by distance and by interference from other devices in the vicinity, such as cordless phones, baby monitors and wireless AV equipment – even in neighboring apartments. This is because each Wifi device connects to a wireless channel and when other devices use the same channel, it can influence the quality of your connections.

The first step is making sure you are not too far away from your router. Rebooting your router by powering off and on is another simple step which can often help. If you are experiencing Wifi interference, you can change the individual wireless channel within that band, in order to find one with fewer conflicting devices. Please search “Changing the Wireless Channel” in our Support page for more information.

The performance of the device that is connected can also influence the speeds you achieve, so it is always advisable to run a comparison test with additional devices.

Older computers and devices may be unable to process Optix’s Superfast speeds, so if you are seeing slower speeds than expected, try a newer device and re-test.

If you’re still unhappy with the speeds, please get in touch with our Customer Service team at [email protected] or call us on 021-11-11-67849 so we can test your connection for you.

If your property covers a large area, you may also consider purchasing a Wifi Range Extender, as this will increase the coverage area of your wireless signal.

If you notice any problem with your router, there are a few steps that you can follow for basic troubleshooting.

  1. Check LEDs

Power is off: Please check On/Off button and, if it is off, turn on the router. If On/Off button is on, please check power adapter (Voltage and current must match values on back label on the router). Please check contacts. Please change power sockets.

WAN is off:  Please check if Optix Router WAN port is connected to Optix ATB Box on the wall. Check contacts, try with different Cat5e cable if possible.

WLAN is off: Check WLAN light at the front of the Optix Router/ ONT. Power off the ONT for 15 seconds and turn back on. Wait for 30 seconds for Wifi to stabilize. Verify connection.

LAN is off: Please check LAN cable contacts on LAN port of your ONT and LAN port of your PC or Laptop. Try with different cable if possible.

 

Phone is off: Sometimes when new Voice service is enabled, please wait up to 1 hour to activate on ONT. Reboot the router if necessary.

  1. Reboot the router – Turn off the router. Wait for 15 sec. Turn back on.
  2. Factory reset the router – Press and hold Reset button at the back of the router for 15 sec and release. Wait for 2 minutes for router to start.

If none of the above works, please get in touch with our Customer Service team at [email protected] or call us on 021-11-11-67849. Sometimes, routers can be functional, but misconfigured.

Yes. You can choose to use a third-party router as a standalone device, connected directly to a Optix ATB Box, or connected to a ONT. However, we can offer limited support for troubleshooting these devices. If you have Xtream TV and Home phone service enabled, it is recommended to use Optix Router.

We provide you with a Optix Router (ONT) that has been tested extensively to ensure it’s able to handle the high speed connections we provide in a reliable manner. It’s configured specifically for you to be able to use your Xtream TV and home phone features, and is serviced by us under twelve months’ warranty should anything happen to it. We strongly recommend you use the Optix Router provided but you can configure another router to work with our service if you want.

If you have any questions, please get in touch with our Customer Service team at [email protected] or call us on 021-11-11-67849.

If you’re having problems with your ONT, please contact a member of our Customer Service team on 021-11-11-67849 or email us at [email protected]. We’re available 24/7.

If you’re using a router of your own rather than the one supplied to you by Optix we may not be able to offer support on this.

Our Optix Router (ONT) is included with every fibre broadband package and has been carefully selected to support up to 150 Mbps speeds over a wired connection.

In most cases it will be hand-delivered and set up for you by our engineer.

If you need further help setting up your router, please call our support team on 021-11-11-67849.

  1. Find your wireless network (Wifi). Go to your network settings and search for available wireless networks on your device.
  2. Select your wireless network name (SSID). You’ll find the name of your wireless network (SSID) on the sticker on the back of your ONT.
  3. Enter your password, also found on the back of your ONT.
  4. Check you’ve connected by opening a web browser and visiting a website.

Troubleshooting:

Cannot find the wireless network:

Your wireless network name should indicate Optix or OptixFiber, unless you have logged into the router and changed it. If you have made changes, you will need to select the wireless network name and enter the password you changed it to. If you have forgotten these credentials, you can find help and advice on doing this in our Changing the Wifi name (SSID) and password section. Please also check if WLAN Light is green and on.

Password incorrect:

Your password can be found on the back of your Optix Router unless you have logged into the router and changed it. If you have made changes, you will need to select the wireless network name and enter the password you changed it to. If you have forgotten these credentials, you can find help and advice on doing this in our Changing the Wifi name (SSID) and password section. Still having issues? Call our Customer Service team on 021-11-11-67849.

Dual-band Wi-Fi routers offer 2 wireless frequencies, 2.4 Ghz and 5 Ghz. You will see a separate Wifi network (SSID) for each band when you view available networks on your device.

Which band is best for you will depend on your distance from the provided your own installed Wifi Router and the layout of your property. We recommend trying your devices on both bands to find the best speeds for you.

5 Ghz will generally have less interference, and it is likely that 5 Ghz will offer the fastest Wifi speeds if you are in close range of the ONT or Wifi Router and there are no walls or barriers in the way, whilst 2.4 Ghz may be better if you are more than a few meters away from the Wifi Router.

If you have any questions, please get in touch with our Customer Service team at [email protected] or call us on 021-11-11-67849.

A wired connection is typically more reliable and can deliver faster speeds compared to wireless connection, especially on our 50Mb, 75Mb and 100Mb fibre broadband. You can have up to four wired devices.  Once you have set up your ONT, follow these steps below:

Not all devices can have a wired connection. Check that your device has an Ethernet port before continuing.

Plug the network cable (either the yellow cable provided or your own) into any of the yellow LAN port at the back of the ONT. Plug the other end to your device’s Ethernet port. You won’t need to select the network or enter a password.

Troubleshooting:

  1. WLAN light is not ‘on’

Press the WLAN button on the back of your Optix ONT.

  1. WAN and/or Internet light is not ‘on’

Restart your router by pressing the ON/OFF button at the back of the router once to turn OFF and a second time to turn ON. It should take less than 1 minute to reboot. Make sure that the green connector of the supplied fiber cable is plugged into the ONT’s black WAN port and the other end into the Optix ATB Box.

If you have any questions, please get in touch with our Customer Service team at [email protected] or call us on 021-11-11-67849.