Support FAQ

FAQ Categories

Internet Issues

Q: Why is my internet so slow today?

A: Slow internet can be caused by several factors:

  • Network congestion: Too many devices connected to the same network can slow down the speed.
  • Wi-Fi signal interference: walls or electronic devices can interfere with your Wi-Fi signal.
  • Outdated hardware or software: Make sure your router and devices are up-to-date.
  • ISP issues: Sometimes, your Internet Service Provider (ISP) may be experiencing issues.

Solution:

  • Make sure you are connected to 5g wifi network 
  • Move closer to the router or use a wired connection if possible.
  • Disconnect unused devices from the network.
  • Try restarting your router and modem.
  • Contact your ISP to see if there are outages in your area.
Q: Why isn't my device connecting to the Wi-Fi network?

A: This could be caused by:

  • Incorrect password: Double-check that you are entering the right password.
  • Out of range: You may be too far from the router.
  • Router issues: The router may need to be restarted or could be malfunctioning.
  • Device issues: Your device’s network settings might be misconfigured.

Solution:

  • Check if other devices can connect to the WiFi.
  • Ensure that your device is within range of the router.
  • Try “forgetting” the Wi-Fi network and reconnecting.
  • Restart the router and your device
Q: Why aren’t websites loading on my browser?

A: Websites not loading can be due to:

  • DNS issues: Your device may not be able to resolve the website address.
  • Browser issues: Sometimes, browsers encounter bugs or errors.
  • ISP or website server issues: The problem could be with the website or your internet service.

Solution:

  • Clear your browser cache and cookies.
  • Try accessing the website with a different browser.
  • Restart your router.
  • Change your DNS settings (e.g., use Google’s DNS 8.8.8.8 and 8.8.4.4).
Q: Why does my Wi-Fi keep disconnecting and reconnecting?

 A: Frequent disconnections can be caused by:

    • Interference from other devices or networks.
    • Outdated firmware or router settings.
    • Weak Wi-Fi signal or large distances between the router and device.
  • Not connected to wifi 5G network

Solution:

  • Move closer to the router or switch to a 5 GHz Wi-Fi band if your router supports it.
  • Update your router’s firmware.
  • Change the Wi-Fi channel to avoid interference from neighbouring networks.
  • Restart router

 

Q: My device is connected but I have no internet access. Why is this happening?

 A: This issue can arise from:

  • ISP outages or issues.
  • Router misconfigurations.
  • Device settings or software issues.

Solution:

  • Check if other devices have internet access. If they do, then it is a device Issue
  • Restart your device.
  • Restart your router and modem.
  • Contact your ISP if the issue persists.
Q: Why can't I stream videos smoothly on my device?

A: Streaming issues could be due to:

  • Slow internet connection.
  • Problems with your streaming service (e.g., server issues or maintenance).
  • Device performance issues.

Solution:

  • Check your internet speed (minimum 5 Mbps for HD streaming).
  • Close other applications using bandwidth (e.g., downloads or large uploads).
  • Ensure your device and app are updated.
  • Lower the video quality if the connection is slow.
  • Restart your router and modem.
Q: Why is my Zoom call or video call dropping or freezing?

A: Video call issues can stem from:

  • Slow or unstable internet connection.
  • Outdated video calling apps or software.
  • Device performance issues (e.g., insufficient RAM).

Solution:

  • Ensure your internet connection is stable, ideally via a wired connection or 5G wifi connection 
  • Close unnecessary applications consuming bandwidth.
  • Update your video call software.
  • Reduce video quality settings in the video call app if necessary.
  • Restart your router and modem.
Q: What do the error codes like 404, 503, and 500 mean, and how do I fix them?

A : Error codes like 404, 503, and 500 can be caused by

  • 404 (Not Found): The page you are trying to access doesn’t exist.
  • 503 (Service Unavailable): The server is temporarily down or overloaded.
  • 500 (Internal Server Error): There’s a problem with the server hosting the website.

Solution:

  • For a 404 error, check the URL for accuracy or try refreshing the page.
  • For 503 or 500 errors, they are usually temporary; try again later.
  • Contact the website support team if the issue persists

Home Phone

Q: Why is there no dial tone on my home phone?

Possible Causes:

  • Loose or unplugged cords.
  • A phone line outage.
  • Faulty phone or jack.

Solutions:

  • Ensure all cables are securely connected.
  • Check if your phone box has power
  • Check if the phone and link lights are on; if not, check the cables and make sure the lights are back on
  • Test the different phone.
  • Reboot the phone box, router, and modem.
  • Contact your service provider to see if there is an outage.
Q: Why can’t I make or receive calls?

Possible Causes:

  • Service disruptions.
  • Call restrictions or account issues.
  • Faulty equipment or wiring.

Solutions:

  • Plug another phone into the phone box to rule out a phone issue.
  • Restart any modems or adapters if you use VoIP.
  • Check for service outages with your provider.

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Q: Why is there static or noise on my phone line?

Possible Causes:

  • Damaged wiring.
  • Loose connections.
  • Interference from electronic devices.

Solutions:

  • Ensure all connections are tight.
  • Move the phone away from electronic devices like routers, microwaves, or TVs.
  • Try a different phone.
  • Inspect cables for damage and replace them if necessary.
Q: Why is my cordless phone dropping calls or losing signal?

Possible Causes:

  • Low battery.
  • Interference from other wireless devices.
  • Distance from the phone base.

Solutions:

  • Charge or replace the phone battery.
  • Keep the cordless phone away from devices that may cause interference (Wi-Fi routers, baby monitors, etc.).
  • Stay within the phone’s optimal range or relocate the base station.
Q: Why does my phone ring only once or not ring at all?

Possible Causes:

  • Faulty ringer settings.
  • Call forwarding or voicemail is set up incorrectly.
  • Faulty phone or wiring.

Solutions:

  • Check the phone ringer volume and settings.
  • Disable call forwarding features if active.
  • Try a different phone to see if the issue persists.
  • Contact your service provider to increase rings.
Q: How do I fix a VoIP phone that is not working?

Possible Causes:

  • Internet connection issues.
  • Modem or router problems.
  • Incorrect VoIP settings.

Solutions:

  • Check your internet connection.
  • Restart your modem and VoIP adapter.
  • Verify your VoIP settings or credentials.

Coextro TV service

Q: Why won't my TV turn on?

Probable Causes:

  • Power supply issue.
  • Faulty remote control.
  • Faulty internal circuit.

Solutions:

  • Ensure the power cord is securely plugged into the wall outlet.
  • Try a different outlet to confirm power is being supplied.
  • Replace the remote control batteries.
  • Perform a power reset by unplugging the TV for 30 seconds and then plugging it back in.
  • If none of these work, it may be an internal power supply failure.
Q: Why is there no sound coming from my TV?

Probable Causes:

  • TV is muted or the volume is too low.
  • Incorrect audio output settings.
  • Faulty speaker or audio cable.

Solutions:

  • Check if the TV is muted or increase the volume.
  • Ensure the correct audio output is selected in the settings.
  • Inspect HDMI, optical, or RCA cables for damage.
  • Try switching to a different input or source device to isolate the issue.
Q: Why is my TV screen black, but I can hear sound?

Probable Causes:

  • Backlight failure.
  • Loose HDMI or video cables.
  • Faulty input source or port.

Solutions:

  • Unplug the TV for 30 seconds and restart it.
  • Try using a different HDMI port or cable.
  • Test with another device (e.g., a gaming console) to check if the source is the issue.
  • If the backlight is faulty, the screen may require professional repair.
Q: Why is my TV screen blurry or pixelated?

Probable Causes:

  • Low-resolution content or streaming quality.
  • Loose or damaged cables.
  • Weak signal (for cable or antenna TV).

Solutions:

  • Ensure your input source 
  • Changed the channel and ruled out specific channel Issues
  • Unplug and replug HDMI cable
  • Improve your internet connection by connecting to 5G wifi network or hardwired to a modem
  • Reboot the modem/router to see if it improves 
Q: Why won't my TV connect to Wi-Fi?

Probable Causes:

  • Incorrect Wi-Fi password.
  • Network or router issue.
  • TV software glitch.

Solutions:

  • Verify you are entering the correct Wi-Fi password.
  • Restart both the TV and router.
  • Move the TV closer to the router or use a wired connection.
  • Update the TV’s firmware if an update is available.
Q: Why is my TV turning off by itself?

Probable Causes:

  • Sleep timer or power-saving mode enabled.
  • Overheating.
  • Power supply issue.

Solutions:

  • Disable any sleep timers or power-saving settings in the TV menu.
  • Ensure the TV has adequate ventilation and isn’t overheating.
  • Check for loose power connections or surge protectors.
  • If overheating persists, it might need internal cleaning or repair.
Q: Why do I see vertical or horizontal lines on my screen?

Probable Causes:

  • Loose or damaged cables.
  • Faulty internal panel or circuit board.
  • Software glitch.

Solutions:

  • Check and secure all video input cables.
  • Try a different HDMI port or cable.
  • Perform a factory reset on your TV.
  • If lines remain, the TV’s display panel may need repair or replacement.
Q: Why is my TV remote not working?

Probable Causes:

  • Dead or weak batteries.
  • Signal blockage or interference.
  • Faulty remote sensor.

Solutions:

  • Replace the batteries in the remote.
  • Ensure there are no obstructions between the remote and the TV sensor.
  • Clean the remote’s sensor with a soft cloth.
  • Test with another remote if available.
Q: Why is the TV screen flickering?

Probable Causes:

  • Loose cable connection.
  • Incorrect refresh rate settings.
  • Hardware issue.

Solutions:

  • Secure all video cables.
  • Check the TV’s refresh rate settings and match it to your source device (e.g., 60Hz, 120Hz).
  • Perform a power reset.
  • If flickering persists, it may be a sign of internal hardware failure.
Q: Why is my Espial TV app not working?

 A: If the Espial TV app is not working, try the following steps:

  1. Check that your internet connection is active.
  2. Ensure that your device (Smart TV, Android Box, Apple TV, or Firestick) is powered on.
  3. Restart your modem and router by unplugging them for 30 seconds and then plugging them back in.
  4. Restart the device running the Espial TV app.

If the issue persists, contact our support team for further assistance.

Q: How do I reset the Espial TV app?

 A: To reset the app:

  1. Logout and close the Espial TV app completely.
  2. Restart your device (Smart TV, Android Box, Apple TV, or Firestick).
  3. Reopen the Espial TV app.
  4. If the issue continues, uninstall and reinstall the app from the device’s app store.
Q: Why is my TV screen frozen while using Espial TV?

A: A frozen screen can be caused by a weak internet connection. Try these steps:

  1. Check your internet connection speed.
  2. Restart your modem, router, and the device running the Espial TV app.
  3. Ensure that your device firmware and the Espial TV app are updated to the latest versions.
Q: Why do I have no sound on the Espial TV app?

A: If there is no sound:

  1. Check if your device’s volume is muted.
  2. Ensure that the volume is turned up on both your device and your TV.
  3. Restart the device and the Espial TV app.
  4. Ensure your HDMI or audio cables are connected properly, if applicable.

 

Q: Why is my picture quality poor on the Espial TV app?

A: Poor picture quality is usually caused by a weak internet signal. Try the following:

  1. Restart your modem and router.
  2. Ensure you have a strong Wi-Fi signal. Connect your TV to 5G network or hardwired if possible 
  3. Reduce the number of devices connected to your Wi-Fi network.
  4. Adjust the video quality settings in the Espial TV app if available.
Q: How do I pair my remote control with my Smart TV, Android Box, Apple TV, or Firestick?

A: To pair your remote:

  1. Follow the pairing instructions provided by your device manufacturer.
  2. For Smart TVs, go to the device’s settings menu to pair the remote.
  3. For Apple TV and Firestick, hold the pairing button on the remote until it connects.
Q: Why are some channels not working on the Espial TV app?

 A: If certain channels are not working:

  1. Restart your device and the Espial TV app.
  2. Check your subscription package to ensure those channels are included.
  3. Contact our support team if the issue persists.
Q: Why is the Espial TV app not loading on my device?

A: If the app is not loading:

  1. Check your internet connection.
  2. Restart your device and router.
  3. Ensure that the Espial TV app is updated to the latest version.
  4. Uninstall and reinstall the app if necessary.
Q: Why does the Espial TV app keep buffering?

A: Buffering usually happens due to a slow internet connection. To fix this:

  1. Check your internet speed.
  2. Restart your modem and router.
  3. Close any unused apps or devices connected to your Wi-Fi.
  4. Move your router closer to your device or use a wired connection if possible.
Q: How do I connect my device to Wi-Fi for Espial TV app?

A: To connect your device to Wi-Fi:

  1. Go to the “Settings” menu on your device (Smart TV, Android Box, Apple TV, or Firestick).
  2. Select “Network” and choose your Wi-Fi network.
  3. Enter your Wi-Fi password and connect.
  4. Ensure your router is placed in a central location for better signal

Mobile Phone

Q: Why is my mobile network signal weak or lost?

A: A weak or lost network signal can be caused by several factors. Try the following steps:

  1. Ensure your device is not in airplane mode.
  2. Move to an open area or closer to a window.
  3. Restart your device to refresh the network connection.
  4. Check for any network outages in your area by contacting your service provider.
Q: How can I improve my mobile data speed?

A: To enhance your mobile data speed:

  1. Ensure you have a strong network signal.
  2. Close unused background apps.
  3. Switch to a 4G/LTE or 5G network if available.
  4. Restart your device.
Q: What should I do if my SIM card is not working or I have an SOS message?

A: If your SIM card is not functioning properly:

  1. Restart your device.
  2. Turn off your device and remove the SIM card.
  3. Inspect the SIM card for damage or dirt.
  4. Reinsert the SIM card and ensure it’s properly seated.
  5. Reset your network settings as outlined in the steps below:
    1. For Android: Go to Settings > System > Reset > Reset Network Settings.
    2. For iPhone: Go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.
  6. If the problem persists, try the SIM card in another device to determine if the issue is with the card or the device.
Q: How do I unlock my device for use with other networks?

 A: To unlock your device:

  1. Contact your current service provider and request an unlock code.
  2. Follow the instructions provided by your provider to enter the unlock code.
  3. Insert a SIM card from a different network to test if the device is unlocked.
Q: What should I do if my mobile data is not working?

A: If your mobile data is not working:

  1. Ensure your mobile data is enabled in your device settings.
  2. Check if you have an active data plan.
  3. Restart your device.
  4. Reset your network settings as outlined in the steps below:
    • For Android: Go to Settings > System > Reset > Reset Network Settings.
    • For iPhone: Go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.
Q: Why am I unable to access certain websites on mobile data?

A: Restricted website access may be due to:

  1. Parental control settings or content filters applied by your service provider.
  2. VPN or proxy settings on your device.
  3. Network-related restrictions. Contact your provider for more details.
Q: Why am I unable to make or receive calls?

A: If you are experiencing call issues:

  1. Ensure your device is not in airplane mode.
  2. Check that your account is active and has sufficient credit or minutes.
  3. Restart your device.
  4. Try removing and reinserting your SIM card.
  5. Reset your network settings as outlined in the steps below:
    1. For Android: Go to Settings > System > Reset > Reset Network Settings.
    2. For iPhone: Go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.
Q: What should I do if I am not able to receive or send text messages?

A: If you are not able to receive or send text messages:

  1. Ensure your device is connected to the network.
  2. Check your inbox for storage space.
  3. Restart your device.
  4. Verify that the sender has your correct phone number.
  5. Reset your network settings as outlined in the steps below:
    1. For Android: Go to Settings > System > Reset > Reset Network Settings.
    2. For iPhone: Go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.

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