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Help centre

How can we help you today?

Find answers, troubleshoot your connection or reach our support team. We're here to keep you online.

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Troubleshooting guides

Fix common issues in minutes

No internet connection

  1. 1Check the router and (for wireless) the PoE adapter have power.
  2. 2Restart the router: unplug for 30 seconds, then plug back in.
  3. 3Check the cable from the wall/antenna is firmly connected to the WAN port.
  4. 4Check /support/status for outages in your area.
  5. 5Still offline? Report an issue with your account number.

Slow internet

  1. 1Run a speed test on a device connected by cable.
  2. 2If cable is fast but Wi-Fi slow, move closer to the router or add a mesh node.
  3. 3Disconnect devices you're not using, especially those downloading updates.
  4. 4Restart the router.
  5. 5Share your speed-test result with support if it's consistently below your plan.

Weak Wi-Fi in some rooms

  1. 1Place the router centrally and in the open, off the floor.
  2. 2Use 5 GHz close to the router and 2.4 GHz further away.
  3. 3Consider a mesh Wi-Fi system for multi-storey homes.
  4. 4Ask us for a Wi-Fi coverage survey.

Speed test

For the most accurate result, connect your device by cable, close other apps and run the test twice. Share the result with our support team if speeds are lower than your plan.

Start speed test

Download centre

Guides, forms & documents

Handy guides and forms to download, print or share. Return completed forms by email, WhatsApp or at our office.

Support FAQs

Common questions

My internet is slow. What should I check first?

Restart your router, test on a device connected by cable if possible, and run a speed test. Many slowdowns are caused by Wi-Fi interference or too many devices on the network. If speeds stay low, report an issue and include your speed-test result.

The lights on my router are red or off.

Check the router is powered and cables are firmly connected. For wireless customers, check that the outdoor antenna's PoE adapter has power. If the light remains red after a restart, contact support.

How do I change my Wi-Fi name and password?

Follow the router guide in our Download Centre, or ask our support team to change it remotely for you.

How do I check my account balance?

Log in to the customer portal to view your account and package details, or contact our billing team.

Can I move my connection to a new address?

Yes, if the new address is within our coverage. Download and complete the Relocation Request Form from our Download Centre, or contact support, and we'll assess the new location before your move.

Report an issue

Open a support ticket

Tell us what's wrong and we'll get to work. For urgent outages, WhatsApp or call us for the fastest response.

  • Support: 24/7
  • 0724 171 517
  • info@bbnetcommunications.co.ke