General

If your wall socket is damaged or broken then it is likely that your services will not work. Your wall sockets are not Magnet’s property and may have been installed during the construction of your property. Please contact either the building management company, your landlord or a qualified electrician.

Depending on the product ordered and the delivery method will depend on the length of time for your services to be live.  Delivery times range from 5 working days to 20 working days depending on whether we need to install a new line, which involves building a cable path from our equipment in your local exchange to you home or if you have an existing line or if there was a line previously.

You will receive a text message within a day or two of placing your order with an installation appointment. From time to time a text message with the appointment fails to be delivered for reasons out of our control, if you do not receive the text message with the installation appointment within a week of placing your order the please call us.

Broadband / Phone connection cables.

As part of the welcome pack with your modem/router, you will receive connection cables.  Over the course of time these cables can become damaged and cause issues with your connection.  Whilst we supply the initial connection cables, we do not provide follow up replacement cables as we do not hold a stock of these items.  These cables are in-expensive items and can be purchased from your local PC store.

SCART leads

If you have a faulty TV SCART lead you will need to replace this.

If you have an Amino Set Top Box or a  Motorola Set Top Box and your scart gets damaged we will replace this for you as it is specific to the Amino STB

Internal Wiring

Some issues can be as a result of faulty or damaged internal wiring in your home.  If you have an issue with your internal wiring or need additional connection points you will need to arrange to have this looked at independently.

Please select the service that is not working:

Phone

Calls to low-call numbers are not included in any Local or National call packs and are therefore charged separately.

The International call pack includes Fixed Line calls to Australia, Austria, Belgium, Canada, China, Denmark, Finland, France, Germany, Greece, Italy, Japan, Luxembourg, Netherlands, Poland, Portugal, Spain, Sweden, UK, US (includes US mobile).

To help find out why your phone is not working please carry out the following simple steps;

1. Your Phone is powered on (seems obvious but sometimes kids unplug and switch things off!)

2. Your phone is directly connected to the modem or the correct socket.  Your phone should be connected to ‘Phone 1’ on a Telsey Modem

3. Some customers connect via wall sockets, and in this case you should try a different socket. If your phone is now working it is likely that you have a damaged socket. An electrician or building maintenance company will be able to assist you replace the socket.

4. Check that your broadband is also working. If there is a problem with your phone line or modem then it is likely that your broadband will not be working either. To trouble shoot your broadband please follow the steps shown on our Broadband Support page

5. If you are a Fibre to the Home customer have you checked your ATA is set up correctly?  Follow these simple steps to ensure it is connected correctly. Linksys ATA install

6. Your account is paid and up to date. If you have forgotten to pay your most recent bill on time, your services may have been suspended. Call our accounts team on 1890 809 009 if you need to clear your account.

7. If you have checked all of the steps above and your service is still not working, please call us on 1890 809 000 and Select “Technical Issue” to speak to one of our staff.

TV

The first thing to do if you loose your TV service is to check if your phone and broadband are working.  If you have lost these services also please check the following:- Click Here

If it is only your TV services alot of the times it is a loose or faulty scart lead, or the Set Top Box needs to be re-booted

1 Please check all cables are secure

2. Check for any damage to scart pins or connections

3. Re-boot your Set Top Box by simply switching it on and off again

4. If you are a Fibre to the Home customer please also re-boot the CPS – Click Here

 

If you have not damaged your remote control then it is likely that you need to replace the batteries.

To replace the batteries, please remove the old batteries from the rear of the Remote Control and replace all of the batteries with new batteries.

See the full Motorola Remote control User Manual

Replacement remotes can be purchased from Magnet by calling 1890 809 000 , Option 1

All Services

If your phone and broadband services are not working it is usually 1 of 3 things…..

1) Your modem/router is not connected, has lost connectivity or is faulty. 

2) There is an issue with cables or the internal wiring.

3) There is a fault on the line coming from the exchange to your premises.   

The first thing to do is to check all the cables going to the modem are secure.  To check that your modem/outer is connected and functioning as it should please check the set up.

Checking if your Telsey Modem is on line                 Checking if your Zyxel Modem is on line

If you have tried all of the above and the issue is still present please call us on 1890 809 000 and we will check the line for you.  If the line is faultly a fault will be raised with eircom to restore service.

There are 3 main reasons why all your services would cease to work….

1) A power outage in your estate – this can be an issue that is resolved in conjunction with the property maintance company

2) A fibre break in your estate – on rare occasions if work is being carried out by a contractor they can in error damage the fibre cable.  This requires a site visit by our cabling contractor to restore

3) An issue with the CPS device in your home.

This is the small white device labled packetfront contained in the Magnet Cabinet.  In a large number of cases this simply needs to be rebooted to restore services

Power down the CPS device by switching it off and removing the power supply to it.

Wait for 5 minutes and turn the CPS back on.  When you do a green LED will illuminate at the top of the CPS confirming it is receiving power.

For Troubelshooting purposes and for a better understanding of how this device works –FTTH CPS Device – Troubleshooting

 

Broadband

Before you trouble shoot it is worth remembering that the Internet is an unregulated collection of computers. Magnet provides the initial connection from your home to the Internet – but we have no control over what happens beyond our network.

During times of significant internet usage, good (major broadcast events), and bad (large scale internet attacks), etc) the Internet itself may be slow.

In some instances a specific site you are trying to visit may be having difficulties due to high visitor numbers.

With some broadband providers there is the additional complication that you may be sharing your connection to the internet with other customers. That is not the case with Magnet.

If you are still concerned about your broadband or internet connection speed please select one of the following to help us resolve your issue:

  • If you are on a lap-top or handheld connecting over WIFI click here
  • If you are connecting to the internet with a computer that is directly connected to the Modem click here

1. If you find that you cannot connect to a specific website, please check that your internet connection is working by accessing these common sites:

2. If you can access these sites, then it is likely that the site which you cannot access is unavailable. This issue is generally outside our control and may be a result of that site being down for maintenance or other service issues.

3. If you cannot access the sample sites listed above, then there is an issue with your Broadband/Internet connection and you should follow the link below to find out how to resolve this issue. My Broadband/Internet Service is not working properly

  1. The first step is to check if your Modem or Router is online.
  2. There are a series of lights on the front of your Modem which will help us to find the problem. Depending on which service you have from Magnet you will have a light labeled “DSL” or “Link” depending on which modem/router you have.

Which modem do I have?  Check below

Checking if your Zyxel Modem is on line     Checking if your Telsey Modem is on line

No Lights Visible

  • If there are no light visible on the front of the box, please check that the power cable is connected to the back of the Modem and that the power socket is ON.
  • Please check the socket is working – Try a lamp or other device.
  • If the Power cables are connected, the power socket is working and the Modem has no lights then it is likely that your modem needs to be replaced. Please call 1890 809 000 to allow us to investigate the issue.

“DSL” or “Link” Light Flashing

  1. Power off and power on the box.
  2. If after 60 seconds from power-on, the “Link” or “DSL” light has stopped flashing then your Broadband should now be working.
  3. If after 60 seconds from power-on, the “Link” or “DSL” light is still flashing then please check that the small cable that runs from the modem to the phone socket is securely connected.
  4. If on reconnecting the phone cable, the “Link” or “DSL” light has stopped flashing then your Broadband should now be working.
  5. If on reconnecting the phone cable, the “Link” or “DSL” light is still flashing, there may be an issue with the line in or to your house, or your modem. Our staff can help determine what exactly is causing the issue. Please call 1890 809 000 to allow us to investigate further.

“DSL” or “Link” Solid

  • If the “Link” or “DSL” light is solid (not flashing) please check your internet connection on your computer again by closing and restarting your internet browser.
  • If your internet browser connects to the internet then the issue has been resolved for now.
  • Devices do need to be powered off from time to time, however if you have the same problem within a few days and re-powering the Modem/Router again solves the problem, please call us as there may be a fault with the Modem and we would like to carry out some tests.
  • If after restarting your internet browser you still cannot connect to the internet then please check that the Modem is securely connected to your computer with a Cat5 cable. Also please check your Network Settings on your Computer. Please note that Magnet is not able to provide assistance with PC or Computer set-ups. There are how ever some. YouTube is a rich source of free online demonstrations for most Home PC issues, including for example:

How to Find Your Network Settings on a Windows XP Computer 

//www.youtube.com/watch?v=UihccfuMi9Y

30% of our customers find that re-booting or restarting the modem resolves this issue. Modems from time to time need to be restarted to clear their processors and allow them to function at their design speeds. We suggest you carry out a speed test, restart your modem and then repeat the speed test. If there is no improvement in speed then we will recommend additional steps to trouble shoot.

Speed Test 1

  1. If any of the following programmes or applications are running currently you should stop them while you are doing a speed test – Virus Scans, online back-ups or other routine tasks that may be running.
  2. If you are sharing your broadband with other computers or users in your home or office, you should also disconnect them during the speed test.
  3. Close any application that accesses the internet including company vpn’s or open browser, streaming services, internet radio or video, AerTV.ie
  4. Re-open your web browser (eg internet explorer, chrome, safari, firefox)
  5. Visit the following website speedtest.magnet.ie .
    1. Note: There are other speed test sites such as speedtest.net. These are accessed across the internet and are subject to factors beyond Magnet’s direct control. It is best to test on Magnet’s network.
  6. Run the Speedtest
  7. Note down on a piece of paper the results of the speed test (upload and download speeds)

Restart your Modem

  1. Unplug the modem from the power socket
  2. Leave it powered off for 30 seconds.
  3. Plug in the modem and check wait to see the “DSL” or “link” light turn solid.
  4. Check that your computer now has internet access.

Speed Test 2

  1. If any of the following programmes or applications are running currently you should stop them while you are doing a speed test – Virus Scans, online back-ups or other routine tasks that may be running.
  2. If you are sharing your broadband with other computers or users in your home or office, you should also disconnect them during the speed test.
  3. Close any application that accesses the internet including company vpn’s or open browser, streaming services, internet radio or video, AerTV.ie
  4. Re-open your web browser (eg internet explorer, chrome, safari, firefox)
  5. Visit the following website speedtest.magnet.ie .
  6. Run the Speedtest
  7. Note down on a piece of paper the results of the speed test (upload and download speeds)

Compare Results of Speed Test 1 and Speed Test 2

  1. If there is no improvement in Speed please contact our help desk on 1890 809 000. Note: Broadband speeds can vary due to line quality or other network related issues. Our technical team will be able to assist at this point.

 

When attempting to set up or make network connections on a Windows computer, you may encounter a Limited Or No Connectivity error message similar to the following:

Limited or no connectivity: The connection has limited or no connectivity. You might be unable to access the Internet or some network resources.

This message can result from any of several different technical glitches or configuration problems. Follow these steps to resolve Limited Or No Connectivity errors in Windows.

    1. If your computer connects to the network directly via the Magnet router, resetting (powering off and on) the router may resolve the issue. If not using a broadband router, or if resetting your router only temporarily resolves the issue and the error message re-appears later, continue to the following steps.
    2. If directly connected to your network using an Ethernet cable, your cable may have failed. Temporarily replace your network cable with a new one to determine whether this resolves the issue.
    3. If connecting to your network using Wi-Fi it may be that you are too far from the Wi-Fi Access point or there is interference affecting the signal from the Wi-Fi access point. Try moving closer to the Wi-Fi access point to get a better signal.
    4. If connecting to your network using Wi-Fi and using wireless security, your WEP or other security key may not be set properly. Check the wireless security configuration on your computer’s network adapter and update if it necessary. How do I get my Wi-Fi Password/WEP Key?

Where to Find Your Wireless Password / WEP Key 

Your Password/WEP Key for your Magnet router is MAGNET0 (MAGNET followed by a zero) PLUS the last 6 digits of your routers Serial Number.

Your router’s Serial Number is located on the underside of the router and is preceeded by the letters S/N

Your Wireless Password / WEP Key or Network Key will look like the following sample – MAGNET0876765

Firstly check to see what kind of modem/router you have.  It may be a Telsey or a Zyxel, or are you are a Simply Broadband Customer and are using your own modem?

Magnet Telsey Modem Guide

ZYXEL install and wireless set up

Simply BB Customer Router Setup

We give you the option to keep your existing router as part of the Simply Broadband product, so we have ensured that configuring your own router is easy!  Please follow the simple steps outlined in this document  Simply BB Customer Router Setup

On the rare occasion that your router is not compatible, it may be an older type of router for example; you can purchase one of our routers.  Just call our sales team and let them know that you would like one of our routers and they will do the rest.

To help us solve your particular issue please tell us more about your problem.

I get “limited or no connectivity” message – Click Here

I have slow speeds over wi-fi connection – Click Here

From time to time your broadband services can stop working or can be intermittent……

There are 4 main reasons for this…and all very easy for you to check and resolve quickly

1. Loose or faulty connections or cables…. have you checked all your cables and connections to your router?

2. The router from time to time needs to be re-booted as it has gone off line, or it may have gone faulty…..have you checked your router set-up?

3. The line into your premises is disconnected or has a break in it somewhere along the route to your house or apartment….if you live in an apartment have you checked with your property management company that there is no issue with cabling in your building?

4. Lastly…have you ever had connectivity?  Have you received confirmation by e-mail and SMS that your services are active?

Checking if your Zyxel Modem is on line       Checking if your Telsey Modem is on line

If you have re-connected all your cables re boooted your router and you are still having issues please tell us more about your problem as as we can direct you to the resolution.

  1. I have Slow Broadband or Internet Speed – Click Here
  2. I can’t access SOME websites – Click Here
  3. I can’t access ANY websites – Click Here
  4. I am getting a “limited or no connectivity” message – Visit our WiFi Help Page
  5. My Broadband is slow when connected directly to the modem – Click Here

See below for full Zyxel andTelsey configuration guides to further assist.

ZYXEL install and wireless set up                Magnet Telsey Modem Guide