Support
Troubleshooting Checklist
If you are encountering difficulties with your internet connection, more often than not it is something relatively simple, and in order to get you back up and running as soon as possible we have compiled this troubleshooting checklist to eliminate some common problems. Before reporting a fault we would encourage all of our customers to run through this troubleshooting checklist to help resolve the problem.
Restart Your Computer
Often software problems and settings preventing your internet access from operating correctly can be cleared and reset by performing a restart on your computer. For best results, fully log out and shut down the computer and give it a good 10 seconds rest before starting it up again, but more often than not a simple restart will suffice.
Restart Your Router
Problems can occur in any routers and hubs that you may be using with your ARRA Communications connection. Reboot these devices by turning off the power for 10 seconds and wait 30 seconds before checking if the internet connection has been restored.
* Check Cable Connections
Check Power Connections
There should be a cable coming in from the main unit outside, that is plugged into a little white box with the green light, this connection is marked CPE. Your computer or wireless router should be plugged into the opposite side of the white box, marked PC, and the green light should be on. If it is not, check that the power supply in plugged in and is turned on at the power socket.
Reboot Your CPE
There is a small box called the Power Over Ethernet unit (POE) and it is the power source for your ARRA Communications Router/Receiver mounted outside. Check that the power is on, and to restart the unit, disconnect the power cable from the unit for about 10 seconds before replacing, and also perform a manual restart on your computer to reset the settings.
Speedtest
Your internet speed depends on the distance you have to travel across the internet. To reliably test your Internet speed this speedtest is located in our Limerick datacenter to provide an accurate speedtest of your internet connectivity.
Speedtests located in the US or Europe will show slower download and uploads depending on their location or the distance from your current location to them.
Please use the link below to test your Internet download and upload speed. Support staff may ask you to provide the statistics to help troubleshoot any of your queries.
Email Problems
If you are having difficulty with sending email, first check that your internet connection is working properly by visiting a reliable web page like http://www.google.com in your web browser.
If you can still connect to the internet, your problem may be related to your email service or settings and you should contact your email service provider for support or access the help menu on your email application.
To use your @fwi.ie email account you have to configure your email software with the following settings.
Incoming pop3 mailserver = mail.fwi.ie
Outgoing smtp mailserver = mail.fwi.ie
pop3 username = name@fwi.ie
pop3 password = password
You can change your email pop3 password online here.
Contact Support
If you are encountering problems please call us on 1890 945 022, and we will endeavour to get you back on line as quickly as possible.