Help centre
We’ve got answers.
Browse the most common questions below, or ask Aimi a general question. Existing customers can sign in for help with their own connection.
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, sign in and ask Aimi 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 — then sign in and tell Aimi what you found. 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, sign in and tell Aimi what is happening, with the 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?
The retry window appears in your Aimi account, and Aimi lets you know in your conversation. We allow one retry before the account is placed on hold. Sign in and ask Aimi to update your payment details.
How do I cancel?
We are month-to-month, so there is no cancellation fee. Sign in and tell Aimi you want to cancel at least 30 days before your next billing date. Aimi confirms it in the conversation and arranges equipment collection if applicable.
Outages & maintenance
How do I know if there is an outage?
Check the system status page first — outages post within minutes of detection. If status shows operational but you have no connectivity, restart your router and check the ONT power LED. If it is still down, sign in and tell Aimi what is happening — Aimi takes it from there and keeps the updates in your conversation.
How much notice do I get for planned maintenance?
We post planned maintenance at least 24 hours ahead on the status page, and affected customers get the update in their Aimi conversation. 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.
Aimi Care
Need help with your Aimi line?
Sign in and describe what is happening. Aimi will guide the next step, create an incident when needed and keep the conversation together until it is resolved.