Report a Fault

 

We pride ourselves on providing a quality and stable service however sometimes faults can occur.
Should you encounter a genuine fault, please create a support ticket and we will endeavour to resolve the issue as soon as possible. Many small issues can be addressed remotely but if this is not possible, we will dispatch an engineer within 4 working days. Please note, slow speeds do not always mean you have a fault. If you are experiencing slow speeds, please follow the instructions below and complete all tests. When you have completed the tests, return the results to us in the format specified. Incomplete test results will be discarded. Please ensure you include your client ID number with all support requests. Any emails we receive without a client ID number will not be accepted and will be discarded.

Internet speeds can vary for many reasons and this can be a result of a number of problems.

 

1.       There is a fault with your ClareWifi device.

2.       Your have speeds have been restricted.

3.       Your computer is infected with a virus or malware.

4.       You are using a wireless router which has a fault.

 These are the most common reasons for a slow connection to the internet.

While we can address and resolve items 1 & 2 above, we cannot help you if your fault is a result of items 3 & 4 above.

Should you request a service callout and if it is found that the fault is a result of items 3 & 4 or is a result of anything other than the Clarewifi equipment, then a callout charge of EUR60 will apply.

We will endeavour to resolve your issue in a timely manner and should an engineer be required to call to you, please allow 4 working days for a visit.

Installation Questions

We will try to make your installation as easy as possible however there are a few questions you may have regarding the installation. Below you will find answers to a few of the questions we are often asked.

 

Can I easily install ClareWifi Broadband broadband myself?

No, the equipment is not customer installable. It has to be installed by one of our qualified technicians to ensure proper performance and signal strength.

If I move house during the period of the contract, can I take my ClareWifi Broadband contract with me?

If you move house during the period of your contract, then unfortunately this contract will be terminated. Each contract is specific to a particular installation, account number and address, you will have to begin a new 12-month contract at your new address.

Can I use the service with more than one computer?

Yes, but this will require you to use an Ethernet switch, hub or router. Contact us for details.

Can I use my wireless connection at more than one location?

No. Our wireless is fixed wireless and will only work at the location of initial install. Contact us for details of wireless routers.

General Usage Questions

 

If your question is not answered here please contact us and we will be happy to discuss with you.

Are there download or upload limits?

There are NO monthly limits on the amount of data that can be downloaded or uploaded, however we reserve the right to restrict users whose usage is deemed excessive. It is important to remember that your Internet connection is a shared resource. Our acceptable usage policy states that you can't use your connection in a way that adversely affects other users' online experience. Excessive usage is the average calculated over 3 months which exceeds 500Gb per month.

Can someone spy on me while I am using my ClareWifi Broadband connection?

No. We use industry standard encryption security backed up by our proprietary authentication together with other measures to ensure the security of our home and business users.

Will my games work over your wireless?

Yes. Wireless works very well for gaming and in some if not most cases has lower latency then comparable types of service.

Can I use my phone while I use the internet?

Yes. ClareWifi uses fixed wireless technology and does not require a phone line. In fact, the availability of Voice over IP (VoIP) technology means that many people will no longer need a phone line at all.

Technical Questions

 

For all the techies out there.

What is wireless broadband and how does it work?

We operate over 20 transmitters strategically located that communicate with your radio unit/Customer Premises Equipment (CPE). The CPE is mounted outside and connected inside to the customer's computer or a router with an Ethernet cable.

 

How fast is ClareWifi Broadband?

Pretty fast. ClareWifi Broadband offers all customers a minimum download/upload speed of 1Mb/s(subject to FUP) This means you can download information at a very high speed.

What equipment do I need?

All you need is a computer that meets the minimum requirements; it will need a network card, also known as an Ethernet card fitted to your computer (most modern computers have these as standard) to connect to the Customer Premises Equipment (CPE). We will supply you with all the Customer Premises Equipment (CPE) you need to access the network.

Will I have to purchase any additional equipment?

We provide the radio equipment required to get you connected to the internet. If you require wireless access around your premises, you will need a wireless router. These can be purchased from any computer shop.

Who do I contact if I have technical difficulties?

Please call us on 0862584102 for all technical queries

What if my speed is slow?

Speeds will vary for many reasons. Our packages quote maximum speeds only and you are not guaranteed these speeds.  We need more information such as test results, ping tests and more.

Payment & Billing

How much is ClareWifi Broadband?

Please refer to the various package pages for details of tariffs.

What are the set up costs?

There may be an installation fee. Additional costs will be applied for an installation requiring specialized brackets or non-standard radio equipment.

Are there any usage fees?

There are no fees based on the amount of usage.  ClareWifi Broadband is an always-on connection. You can use the internet as much as you want however limits are applied and should you exceed the Fair Usage Policy limit, you may experience a reduction in speed.

Are there any hidden fees?

Absolutely not.

How do I cancel?

You can cancel anytime after the initial contract period has expired by given 30 days written notice. Your account will then be cancelled after the next billing date. Cancellations within the contract period will incur a cancellation fee.

What are my payment options?

We require a direct debit payment. This is a monthly payment that is taken from your bank account, a Direct Debit mandate form is available on application. 

Troubleshoot

If you are encountering difficulties with your internet connection, more often than not it is something relatively simple, and in order to get you back up and running as soon as possible we have compiled this troubleshooting checklist to eliminate some common problems. If you are still encountering problems and all else fails, report any difficulties that you are having to our call centre on 086:2584102  or by using our online form

1 Restart Your Computer

The old joke about 'turning it off and on again' is true. Often software problems and settings preventing your internet access from operating correctly can be cleared and reset by performing a restart on your computer.

For best results it is wise to fully log out and shut down the computer and give it a good 10 seconds rest before starting it up again, but more often than not a simple restart will suffice.

2 Restart Your Router

Sometimes software problems can occur in any routers, wireless routers, access points or ethernet hubs/switches that you may be using on your ClareWifi connection, and these can be restarted in the same way by turning the power off, having a 10 second rest and turning the power back on again. Allow a good 30 seconds for the router to boot back up again before checking if your internet connection is restored. 

Please note: Some routers will have a reset button which if pushed will reset the router to factory settings. If the router is factory reset, you will have to reconfigure the router again. Please refer to the place of purchase or the user manual which was supplied with the router.

3 Check Cable Connections

Initially it is a good idea to check that everything is actually connected properly, as it is very common for cables to be accidentally pulled out of their sockets, giving the appearance that the service it not working.

There should be a black cable coming in from the main unit outside, that is plugged into a little black rectangular box with either a green or white light, this connection is marked POE.

Your computer or wireless router should be plugged into the LAN connection.