How Can We
Help You?

Look at your on-premises router or CPE (Customer Premises Equipment). If the WAN/Internet light is red or off — the link is down at the physical layer. Note which lights are showing.

Switch off the CPE, wait 30 seconds, switch back on. Wait 2 minutes for the line to re-establish. This resolves approximately 30% of incidents before escalation.

Ask neighbouring businesses if they are also affected. If it is a localised outage, our NOC may already be working on it proactively.

If the above steps do not resolve the issue, escalate immediately. Have your account number and the time the line went down ready. Your SLA clock starts from first notification.

Your voucher code is sent via SMS to the number used during payment. Check your messages — including any spam or blocked messages folder. The sender will show as KonnektAI or a short code.

If you are still on the payment page, your voucher may be displayed on-screen directly after payment. Scroll down before closing the page.

During peak network periods, SMS delivery can take up to 3 minutes. If you have received an EcoCash deduction confirmation, your payment went through — the voucher is on its way.

If you still have not received your voucher after 5 minutes, contact support with your EcoCash transaction reference number. We will locate your payment and issue the voucher manually within minutes.

Enter your code and click Clear Sessions. This removes all stale sessions remotely — takes about 10 seconds.

On Android: Go to WiFi settings → tap the KonnektAI network → Advanced → set MAC address to "Phone MAC" (not "Random MAC"). Random MAC addresses can cause your device to appear as multiple users.

After clearing sessions, forget the KonnektAI WiFi network on your device, then reconnect and re-enter your voucher code at the login portal.

Find the SMS from EcoCash confirming the deduction. It will contain a transaction reference number (starts with a letter or series of digits). You will need this to escalate.

Please do not try to buy the same voucher again until this is resolved. We will issue your voucher or process a full refund once we locate your transaction.

Send us your EcoCash reference, the amount deducted, and the phone number used. We will trace the transaction and resolve within 60 minutes during support hours.

Use our built-in speed test on the Coverage page to get an accurate reading of your current connection. Note the download, upload and ping results — you will need these when escalating.

Test on a different device. If one device is slow but another is fast — the issue is device-side (background apps, old browser, VPN active). Clear your browser cache or disable VPN and retest.

Your plan's speed is governed by your voucher tier. The $1 / 5GB plan is optimised for browsing and social media. If you need higher sustained speeds, consider upgrading to a $10+ unlimited plan.

If you have tested on multiple devices and speeds are consistently below expectation for your plan tier, contact our NOC team with your speed test results attached. We will investigate the access point.

Note: when did it start, how often does it happen, which devices are affected, and whether it is all sites or specific ones. The more detail you provide, the faster we can resolve it.

If specific websites are not loading, go to your network settings and set DNS to 8.8.8.8 (Google) or 1.1.1.1 (Cloudflare). This resolves most "site not loading" issues that are DNS-related.

On Android/iPhone: toggle WiFi off, wait 10 seconds, toggle back on and reconnect. On Windows: run "netsh winsock reset" in Command Prompt as administrator, then restart.