Oh no 😭 – If you are experiencing connection issues with your router please do the following checks first:
- Make sure your account is up to date with payments, check your payments account.
- Make sure there is power supply to your router.
- Check the lights on your router. Follow this guide when it comes to lights on your router:
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- Blue and green. This means that your router is on and receiving power, great!
- Blue and orange. This means that your equipment could be faulty. If your router is displaying this colour combination, please contact us ASAP.
- No light. This means that there is no power provided to your router. If your router is plugged in and there is no light, please contact us ASAP.
When you contact the support team, please ensure that you have the results of your checks and have your Prime router number on hand.
