Sharing Network Test Results with Support

Sometimes our support team may ask for test results to help identify what’s causing issues. These tests help us determine if the problem is:

inside your home Wi-Fi setup,
with the fibre line, or
further upstream with the network.

Speedtest

Visit speedtest.net or use the app.
Connect directly to your Infini-fi router (via LAN or close Wi-Fi).
Run the test and note: download speed, upload speed, ping/latency.
Share a screenshot or the results link.

Ping Test

On Windows: open Command Prompt → type ping 8.8.8.8 → Enter.
On Mac: open Terminal → type ping 8.8.8.8.
Share the response times (ms).

Traceroute

On Windows: open Command Prompt → type tracert 8.8.8.8.
On Mac: open Terminal → type traceroute 8.8.8.8.
Copy or screenshot the results.

💡 Why this matters: These results help us quickly identify if the issue is in your home, with the fibre line, or with international connections. The more info you share, the faster we can get you back online.

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Functional Always active

The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.

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The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.

Statistics

The technical storage or access that is used exclusively for statistical purposes. The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.

Marketing

The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.