Home Support

Questions are great. Answers are better.

Get the most out of your service or easily diagnose your problems with our easy to follow guides. Do all this and more, without waiting for a live agent!

What do you need help with?

You can expect to fix most issues in the troubleshooter in under five minutes.

Broadband
TV
Account & Billing

Can't connect to internet
Before you start

Check whether there are any known outages in your area

Check your account balance and due date. If it is overdue, your service may be restricted.
1. Restart your modem
  Turn your modem on and off at the power. If that didn’t work, remove the power cable from the back of your modem for 60 seconds, then plug it back in. After approximately 2 minutes the lights on the modem should settle into a stable pattern.
2. Check your modem's internet connection
  Check whether your modem’s Internet light is on/blinking. If it is on, you have an internet connection. Go to the next step. If it is off: Check that the cable connecting your modem to your wall socket is securely plugged in at each end. Restart your modem
3. Check your WiFi connection
  
  If you are connecting to the internet via WiFi, try the following steps.
  - Check that WiFi is on:
    Check your WiFi light. If it’s off, turn your modem’s WiFi button on. Make sure your computer / device also has WiFi turned on.
  - Reset the connection:
    Turn your modem and your computer off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect.
  - Connect via ethernet cable
    Use an ethernet cable to connect your computer directly to your modem, then test your internet connection. If you can connect via ethernet, you have identified an issue with your WiFi setup. See your modem user guide for help with your WiFi connection.
If none of the above steps fix the problem, get in touch with us.
How do I test my internet speeds?

If you're home internet is running slower than expected, the first step is to check whether your service is being impacted by a network outage.

If there is no know network outage, try testing your speeds at speedtest.net
Minimum computer requirements for Broadband
Here are the minimum compatibility requirements for a computer to connect to broadband.
1. Windows
  Windows 7 SP1 or above, with a working Ethernet port or WiFi adapter.
2. MacOS
  Mac OS X 10.10 (Yosemite) or above, with a working Ethernet port or WiFi client
How to activate a Static IP address

An IP address is a unique sequence of numbers that identifies any device connected to the internet. In most cases aerLoop assigns dynamic IP addresses, where your device will receive a new IP address each time you connect. However, in selected circumstances you may need a Static IP that stays the same every time you connect.

Contact us to check eligibility, to activate or remove a static IP address and to advise of any associated costs.
No internet access
1. Disconnect the power supply from your modem. Wait 60 seconds and plug the power cord back into your modem
2. Ensure the WAN, Internet or @ light is on, and green
3. Check wall sockets, power cables, internet and equipment are plugged in and are not damaged. If possible, try alternate cabling if available and/or replace damaged cabling.
4. Restart your mobile, laptop, desktop or media devices i.e. TV's, game consoles or set-top boxes.
5. Ensure WiFi is enabled; the WiFi light should be lit up
6. Disable and then re-enable WiFi on your devices and modem (some modems will have a WiFi on/off switch).
Is there anything else I can try?
1. If you suspect that there's an issue with your WiFi connection, connect using a LAN/Ethernet cable. This will rule out any potential wireless network issues.
2. Factory reset your modem. You'll need a small PIN to press down on the button
3. If you're still unable to connect to the internet, get in touch with one of our experts.
Slow speeds and/or drop-outs
1. Make sure your browser and operating system are up-to-date
2. Check if your device storage is approaching full capacity, which may affect its processing speed
3. Isolate all other pieces of equipment where possible and disconnect everything from your WiFi Network other than the device you'll use for testing purposes
4. Perform a speed test
  Run a test over WiFi and one via an Ethernet connection.
  
  If you have security software installed. You may wish to temporarily disable your anti-virus software and run an additional speed test.
5. Try re-positioning your modem. If possible, the higher the better and away from obstructions. Dense material such as concrete or solid brick walls may interfere with your WiFi signal.
Is there anything else I can try?
1. If you suspect that there's an issue with your WiFi connection, connect using a LAN/Ethernet cable. This will rule out any potential aerLoop network issues.
2. Factory reset your modem. You'll need a small PIN to press down on the button
3. If you've followed the steps above and you're still experiencing an issue, get in touch with one of our experts.

Remote control not working
Before you start, make sure that:

There is a clear line of sight between the remote and the front of the TV

There is nothing coming between the remote and the TV, including clear plastic or glass items
1. Check your remote
  - Check for any buttons that have become stuck
  - Press the Standby buttons and check for a red light at the top of the remote. If there is no light, insert fresh batteries into the remote and try again
2. Reset your remote
  - Remove the batteries
  - Press every button on the remote
  - Re-insert the batteries
3. Reset your TV
  - Switch the TV off at the power point. Make sure that you don’t move the TV when switching off the power
  - After 30 seconds, turn the power back on
  - Wait a further 90 seconds then press the Home button on your TV remote
Call 022 6905 6905 and we'll help you out.
TV not responsing
The tips below will resolve the most commonly reported issues with your TV.

Check your setup
1. Check that the TV is securely plugged in and the power point is switched on
2. Check that the cable connecting your TV and the wall plate is securely screwed in at each end
3. Make sure you have selected the correct Input/Source channel on your TV.
4. Check that the cables between your Socket and TV are securely connected
Reset your TV

Resetting your TV can resolve many technical issues including malfunctions, remote control problems and user interface errors.
1. Switch the TV off at the power point. Make sure that you don’t move the TV when switching off the power
2. After 30 seconds, turn the power back on
3. Wait a further 90 seconds then press the Home button on your TV remote to restore the picture
If you've tried these troubleshooting tips but are still having issues, contact us.
Internet reset
Here are the minimum compatibility requirements for a computer to connect to broadband.
1. Switch off the power from your Router at the power point. Ensure there are no lights on the Router
2. Wait for 30 seconds and then reconnect the power to the Router. All lights should be illuminated when the power is reconnected which indicates the reboot is in process
3. Wait for a single red light on the Router. Then press STANDBY button on the remote control.
Cost & availability

You can check out our aerLoop Broadband & OTT package pricing here.
How to add or remove TV Channel Packs

To add or remove a channel pack, log into My aerLoop account.
Troubleshoot TV audio issues
If your TV has no audio, these troubleshooting steps may help resolve the problem.

Check the volume and mute settings
1. Use your TV remote to: Try turning the volume up. Toggle from mute to unmute.
Reboot your TV box
To reboot your TV, turn the power off for 30 seconds, then turn it back on.

Check your Internet connection
1. Try a different input port
  If your TV has additional input ports (such as a spare HDMI or AV port), you may need to select the new input on your TV by pressing the Input/Source on your TV remote control. If this resolves the problem, you have identified an issue with the ports on your TV. Consult your TV user guide or manufacturer’s support site for further assistance.
2. Try different cables
  If you have alternative cables, use them to connect your STB to your TV. Consult your user guide if you need assistance changing the cables. If this resolves the problem, you have identified there may be a problem with the original cables.
Try a different TV
If you have another TV, try connecting the Internet to it. If this resolves the problem, you have identified there may be a problem with your TV. Consult your TV user guide or manufacturer’s support site for further assistance.

If the problem persists or you don't have a spare TV, contact us and we'll help you out.
Poor picture quality
Check your cables
Make sure the cable connecting your TV is in good repair and is securely plugged in to your TV. We recommend using an HDMI connection for the highest quality image.

Reboot your TV
To restart your TV, unplug the power cable from the back of the TV and wait 30 seconds. Plug it back in and turn it on.
1. Try a different input port
  You may need to select the new input on your TV by pressing the Input/Source on your TV remote control. If this resolves the problem, you have identified an issue with the ports on your TV. Consult your TV user guide or manufacturer’s support site for further assistance.
2. Try different cables
  If you have alternative cables, use them to connect your your TV. Consult your user guide if you need assistance changing the cables. If this resolves the problem, you have identified there may be a problem with the original cables.
Try a different TV
If you have another TV, try connecting the Internet to it. If this resolves the problem, you have identified there may be a problem with your TV. Consult your TV user guide or manufacturer’s support site for further assistance.

If the problem persists or you don't have a spare TV, contact us and we'll help you out.

How do I change my broadband & OTT package?

One of the simplest and quickest ways to make changes to your broadband & OTT services is through your My aerLoop account. From here you upgrade parts of your package and see some of the top offers we have for you.
Make a payment

Pay online by signing in to My aerLoop account

Your My aerLoop account is the fastest and easiest way to make a payment and manage your bills. Just sign in below to get to the payment page right away.

Or make a one-off payment without signing in

You'll need your 10 digit mobile number and debit or credit card handy. Your 10 digit mobile number should be the one you initially used to register with aerLoop service.
Forgotten My aerLoop account password
If you’ve forgotten the password for Your Account, it’s quick and easy to get them reset online.
1. Open the My aerLoop account page
2. Click Can't log in?
3. Follow the prompts to reset your password
How to check your usage
An IP address is a unique sequence of numbers that identifies any device connected to the internet. In most cases aerLoop assigns dynamic IP addresses, where your device will receive a new IP address each time you connect. However, in selected circumstances you may need a Static IP that stays the same every time you connect.
1. Log into My aerLoop account
2. On the dashboard, your data usage meter will be displayed. You can see the amount of data used, and the amount of days remaining
3. To see a more detailed usage breakdown: If you only have one service, select View Details
GST on your bill

Goods and Services Tax (GST) is included on your bill and is displayed on of your invoice. Itemised charges on your bill are pre-GST. GST is then added to the total amount of charges where GST applies.
Update your personal details
You can update the following personal details via My aerLoop account, using the instructions in this article:
1. Log into My aerLoop account
2. Click View Profile
3. Enter your new details and click Save

Where can I find aerLoop wifi hotspots?

The aerLoop wifi app gives you free access to over 700 WiFi hotspots in Maharshtra and goa.

We’re adding new hotspots in more places all the time, so you can stay securely connected while out and about.

You can find our hotspots using the handy map feature in the WiFi hotspots tab of the app.
How to connect to aerLoop wifi hotspots?

How to use WiFi on the go

Just download the Joispot wifi app and set it up once.

The aerLoop wifi app will then remember you and automatically connect you to speedy WiFi when you're in range of a WiFi hotspot!

You won’t need to enter usernames or passwords to connect to WiFi. Your phone will do all the work in the background.
How can I tell when I’m in range of a aerLoop wifi hotspot?

When you can see 'Joispot WiFi' in your list of available WiFi networks you're in range of a aerLoop wifi hotspot.
How do I stop my device from autommatically connecting to the WiFi hotspots?
Android
As soon as you uninstall the Joispot WiFi app, you'll automatically stop connecting to our WiFi hotspots.

IOS
To stop automatically connecting to our WiFi hotspots, you’ll need to delete the Joispot WiFi profile on your device. To do this:
1. Go to Settings > General > Profiles & Device Management
2. Choose the WiFi network profile to remove main Joispot WiFi profile
3. Click Remove Profile
If you opted into More WiFi, you'll also need to remove the More WiFi networks profile. Anroid Hotspot connectivity will stop and profiles uninstalled after uninstalling the app.
I'm having issues connecting to aerLoop wifi hotspots using the app
Please follow these troubleshooting tips to get you back online as soon as possible.
1. Is your device’s WiFi turned on?
  Double check your device’s settings has WiFi switched on
2. Make sure your device is not in Airplane mode
3. Switch your device off (do not select restart), wait 30 seconds and turn it on again
4. Check if the app is set up correctly
If the above steps confirms your devicce status is OK but you're still having issues connecting to some of our public WiFi hotspots, there's every chance you're not actually in range of a hotspot.

Please also remember that the range of WiFi hotspots is limited and that our WiFi hotspot map can be used for guidance but can't display the exact location or range of a specific hotspot.

Questions are great. Answers are better.

What do you need help with?

Check your setup

Reset your TV