Help centre
We’ve got answers.
Fast answers for the most common questions. Need something more specific? Contact support and we will get you sorted.
Getting started
What happens on installation day?
Your technician will arrive in the confirmed window, run cable from the nearest access point to your property, terminate a wall outlet, and connect your router. The whole process takes 1–3 hours depending on cable run length. They will hand over login credentials and confirm sync speed before leaving.
Do I need to be home?
Yes — an adult resident needs to be present to grant roof or ceiling access and to sign off the job card. If you need to reschedule, contact support at least 24 hours in advance.
What router do I get?
Plan-dependent. Starter includes a dual-band Wi-Fi 5 router; Home and above include Wi-Fi 6. Pro and Business Max include a Wi-Fi 6E managed device. All routers are pre-configured — no setup required from your side.
Speed & performance
My speeds look lower than my plan — what do I check first?
Use a wired laptop and run Speedtest.net. Restart your router once. If results are still well below your plan, note the timestamp and run a ping test to 8.8.8.8 — share both with our support team. This lets us distinguish between Wi-Fi variability and a line issue.
Why is Wi-Fi slower than the plan speed?
Wi-Fi introduces interference, distance, and wall-penetration losses — it is normal for wireless to be 20–40% below your sync speed depending on distance. For critical devices (gaming PCs, work laptops, NAS boxes), always use Ethernet.
What time is the network busiest?
Residential peak is typically 18:00–22:00. Our network is provisioned for high concurrency, but if you see consistent congestion at peak, log a support ticket with timestamps so we can investigate the access node.
Billing & payments
What is on my invoice?
Your monthly invoice shows your plan charge, any add-ons (static IP, etc.), and VAT at the statutory rate. First-month invoices may include a pro-rata line if you joined mid-cycle.
My debit order failed — what happens?
An automated notice goes to your billing email with a retry window. We allow one retry before the account is placed on hold. Reply to the invoice email or contact support to update payment details.
How do I cancel?
We are month-to-month, so there is no cancellation fee. Submit a cancellation request by email to support at least 30 days before your next billing date. We will confirm receipt and arrange equipment collection if applicable.
Outages & maintenance
How do I know if there is an outage?
Check the system status page first — incidents post within minutes of detection. If status shows operational but you have no connectivity, restart your router and check the ONT power LED. If still down, log a fault with your address and we will dispatch.
How much notice do I get for planned maintenance?
We post planned maintenance at least 24 hours ahead on the status page and email affected customers. Emergency maintenance posts as soon as we can confirm scope — usually within 30 minutes of the decision.
Does load shedding affect my connection?
Most street-level Aimi equipment has UPS protection for several hours. Your ONT and router will go down when your home loses power unless you have a UPS at your distribution board. We are expanding battery backup coverage to reduce load-shedding-related outages.
Still stuck?
Our team is one message away.
24/7 support for active customers — include your account email and suburb for the fastest response.