We know how stressful connectivity issues can be—don’t worry, you’re not alone! du’s technician-approved self-service tool in My Account lets you resolve common issues quickly. Follow these steps to diagnose and fix problems like no internet, slow speeds, or drop-outs without leaving home.
Step 1: Access the Troubleshooting Tool
- Log in to My Account via your mobile browser (this feature isn’t available on the app yet).
- Scroll to Home Services Package and click ‘Show Details’ under your Broadband service.
- Tap ‘Start’ in the Troubleshooting section to launch the broadband health check.
Pro Tip: Use an updated browser (Chrome, Safari) and disable VPNs for seamless access.
Step 2: Diagnose Common Issues
The tool automatically checks for:
- Connection failures (e.g., unplugged cables or router errors).
- Speed inconsistencies (compares your plan vs. real-time performance).
- Signal instability (identifies interference or hardware issues).
Pro Tip: For accurate results, ensure your device is connected to your du Wi-Fi during the check.
Step 3: Follow On-Screen Recommendations
- If an issue is found, the tool provides customized fixes, such as:
- Restarting your router.
- Repositioning hardware for better signal strength.
- Booking a technician visit (free for du-provided routers under warranty).
Pro Tip: Still stuck? Use the ‘Contact Support’ button in My Account to chat live with a du expert.
Need More Help?
- Call du’s 24/7 helpline at 155 for immediate assistance.
- Book an in-person technician visit via the du Support Hub.
Why This Works
- Real-time diagnostics: du’s system mirrors tools used by technicians, ensuring professional-grade accuracy.
- Proactive solutions: The tool’s fixes are tailored to your specific network setup and plan.
- Trusted channels: My Account is a secure, official du platform—no third-party apps or guesswork required.
For reliable resolutions, always rely on du’s official resources: My Account, the Support Hub, or 155. Your connection is our priority!
