PCCW Global
Troubleshooting Troubleshooting

Troubleshooting help topics

  • I have a poor Wi-Fi signal

    You may be getting interference from other electrical devices in the room which could cause this. Try accessing Wi-Fi from different parts of the room or building and then contact Customer Care so we can get our technicians to look into this for you.

  • I'm being told that my device is already logged in

    This sometimes happens if you are already connected with one device and the another device you try to connect has not been added to your account.

    This also sometimes happens due to power fluctuations at your site - if you are already logged in when a power failure occurs, the system will think you are still logged in.

    You should contact Customer Care to sort out the problem.

  • The internet speed isn't very good over Wi-Fi

    To get the best speeds, you should always try to use a wired Ethernet connection if one is present.

    Using the Wi-Fi connection may result in slower speeds. This is because the wireless service is usually shared among all Optify users in a block. Each user has, on average, 2-3 devices connected to the network, and at peak times, this can cause a strain on the available bandwidth. A wired connection provides a personal in-room connection that is not shared with anyone else - this will guarantee the maximum download speed for the package to which you subscribe.

    If you are using the Wi-Fi connection, make sure you are connecting using 5GHz where available for the best possible speed.

    Make sure your device's wireless drivers are up-to-date.

    You should check your device for any viruses on your machine and the presence of any peer-to-peer file sharing programs.

    If you have a wired connection in the room, but you are connecting via a router, this could also cause slow speed issues. If a router is connected to the in-room data socket, we can only guarantee the speeds with an Optify MediaHub, because they are specially preconfigured by us. Some third party routers can have problems reaching top speeds due to the way they are configured. We cannot help customers to configure third party routers or support the use of them if they are causing service issues.

    If you are connecting directly to the data socket with a cable or via a MediaHub and are still having problems with slow speeds, you should contact Customer Care.

    Once you have checked all the above, and still have an issue, please contact Customer Care.

  • I have connection problems but my Wi-Fi signal is fine

    If your Wi-Fi signal is fine, then your connection problems may be with your device. Try another device and see if you have the same problems.

    If the problem has only just started, then a recently installed update may be to blame.

    If you're still having difficulties, contact Customer Care.

  • I'm experiencing slow speeds via my Wi-Fi router

    Before contacting us, follow the steps below:

    • Check to see whether you are receiving a good Wi-Fi signal on your device, usually indicated by a signal strength icon. If signal is poor you may need to move your device closer to the router.
    • Make sure your device has the latest version of its operating system and /or the latest wireless drivers.
    • Check your device for any viruses or malware.
    • Check to see that you're not running any peer-to-peer file sharing programs.

    If you're connected via a router, make sure it's an Optify MediaHub. We can only guarantee the speeds with this type of device because they are specially preconfigured by us. Some third party routers can have problems reaching top speeds due to the way they are configured. We cannot help customers to configure third party routers or support the use of them if they are causing service issues.

    If you're still experiencing slow speeds, please try these next steps:

    • Run a speed test using either fast.com or speedtest.net. Make a note of the speed reported.
    • Check the speed against your package. If it matches, then if you want a faster speed, visit My Account and upgrade your package.
    • The problem may be due to a certain website. Try checking another site to see if it is also slow. If the second site is OK, the problem is likely to be down to the first site’s connectivity and there isn’t much we can do about that.
    • If the site you're trying to access is a popular site like Google, Facebook or Twitter, then please contact Customer Care and we should be able to tell you of any connection issues we may currently have with them.

    If problems continue, please contact Customer Care.

  • I'm experiencing slow speeds via a shared Wi-Fi connection

    Before contacting us, follow the steps below:

    • Check to see whether you are receiving a good Wi-Fi signal on your device, usually indicated by a signal strength icon. If signal is poor you may need to move your device to another room.
    • Make sure your device has the latest version of its operating system and /or the latest wireless drivers.
    • Check your device for any viruses or malware.
    • Check to see that you're not running any peer-to-peer file sharing programs.

    Using a shared Wi-Fi connection may result in slower speeds. This is because the wireless service is usually shared among all Optify users in a block. Each user has, on average, 2-3 devices connected to the network, and at peak times, this can cause a strain on the available bandwidth.

    If you have an Ethernet socket available, then we recommend that you use it instead of the Wi-Fi to get the best speeds.

    If you're still experiencing slow speeds, please try these next steps:

    • Run a speed test using either fast.com or speedtest.net. Make a note of the speed reported.
    • Check the speed against your package. If it matches, then if you want a faster speed, visit My Account and upgrade your package.
    • The problem may be due to a certain website. Try checking another site to see if it is also slow. If the second site is OK, the problem is likely to be down to the first site’s connectivity and there isn’t much we can do about that.
    • If the site you're trying to access is a popular site like Google, Facebook or Twitter, then please contact Customer Care and we should be able to tell you of any connection issues we may currently have with them.

    If problems continue, please contact Customer Care.

  • My Wi-Fi coverage is poor with a router

    You may have interference from other electrical devices in the room, such as microwaves and mobile phones, as well as other walls which can affect the coverage.

    Try accessing Wi-Fi from different parts of the room or property, and move any items that could potentially cause interference, from around your router. 

    If you're still having difficulties after doing this, please contact Customer Care.

  • My Wi-Fi coverage is poor with a shared connection

    You may have interference from other electrical devices in the room such as microwaves, mobile phones and other walls which can affect the coverage from your nearest Wi-Fi access point.

    Try accessing Wi-Fi from different parts of the room or building and move away from items of potential interference. 

    If you're still having difficulties having done this, please contact Customer Care.