Let’s troubleshoot your connection step-by-step! For the fastest resolution, follow these expert-approved steps:
Step 1: Direct Connection Test (Laptop/Desktop)
1. Connect directly to the wall socket:
- Use an Ethernet cable to link your laptop/desktop directly to the wall socket.
- If you receive your subscribed bandwidth, this confirms du is delivering the correct speed, and the issue may lie with your router.
Pro Tip: Contact a technician to inspect your router if the problem persists.
2. Router Support Options
- du-provided routers (under 1-year warranty): Call 155 to request a technician visit for inspection or replacement.
- Third-party routers: Contact the manufacturer’s support team for assistance.
Step 2: Wi-Fi Router Power Check
1. Verify power supply
- Ensure the router’s power adapter is firmly plugged into a functional outlet.
- Turn on the router and wait for the power LED to stabilize (solid green/white light).
- Note: LED colors/patterns vary by model—refer to your router’s manual.
2. Reboot the router
- Unplug the power adapter, wait 15 seconds, then reconnect it.
Step 3: WAN Connection Check
1. Inspect Ethernet cables
- Ensure the cable is securely connected to the router’s WAN port (usually labeled/colored differently).
- Check for loose connections or physical damage to the cable.
- Troubleshooting Tip: Try a different Ethernet cable if available.
Step 4: Confirm Wi-Fi Settings on Devices
1. Enable Wi-Fi
- Verify Wi-Fi is turned on for smartphones, tablets, laptops, etc.
- Temporarily disable airplane mode or battery-saving settings that may disrupt connectivity.
2. Still no connection?
- Restart your device and router simultaneously.
- For advanced support, contact du’s 24/7 helpline at 155.
