LAYER 3 SUPPORT
You don’t need to know whether the problem is your Internet connection, Wi-Fi, computer, software or something else before asking for help. Start with what you’re experiencing and Layer 3 can help identify the right next step.
PROBLEM → CLARIFY → DIAGNOSE → RIGHT SUPPORT PATH
Tell us what you’re experiencing
Work out which part actually needs attention
Fix supported problems where possible
Recommend the correct next step when something else is required
YOU DON’T NEED TO DIAGNOSE IT YOURSELF
These are starting points, not definitive diagnoses.
The Internet connection, router or upstream service may need attention.
Check Internet ProblemsLocal wireless coverage, equipment placement or network design may be involved.
Check Wi-Fi ProblemsThe device, its software, Wi-Fi configuration, DNS or operating system may be involved.
Check Device ProblemsDevice health, storage, software, updates, hardware or security may need checking.
Check Device SupportThis may be a software, file or device issue rather than the Internet connection.
Check Software SupportThe relevant layer may be the device, DNS, network, account or user activity.
Check Security HelpBilling, service information, installation or administration may require assistance.
Account & Service HelpIS IT ACTUALLY THE INTERNET CONNECTION?
If one device has a problem while other devices continue working normally, the Internet service itself may not be the cause.
A SPEED TEST DOESN’T TELL THE WHOLE STORY
Download and upload speed describe how much data can move at once.
Delay affects conversations, gaming and interactive work.
Missing data can cause freezing, drop-outs and poor calls.
Signal, interference and placement affect the local connection.
An unhealthy or overloaded device can feel like a network problem.
Demand on a network or service can affect performance.
A video call can perform badly even when a speed test shows plenty of Mbps if Wi-Fi quality, latency, packet loss or the device itself is causing the problem.
WI-FI IS NOT THE SAME THING AS INTERNET
Brings connectivity to the property.
Distributes that network wirelessly around the property.
Weak signal
Distance
Walls or building construction
Interference
Poor router or access-point placement
Too many devices
Insufficient Wi-Fi equipment for the property
Buying a faster Fibre package will not by itself improve Wi-Fi signal in another room.
WHEN THE INTERNET ISN’T THE PROBLEM
If the file is already stored on the computer, Internet speed may have nothing to do with it.
Storage, hardware, software, updates, security or background processes may contribute.
That strongly suggests the whole Internet service may not be down.
The printer, Windows, Wi-Fi, drivers or configuration may need attention.
SECURITY PROBLEMS NEED THE RIGHT LAYER
Protects the endpoint or device layer.
Help address some known software weaknesses.
Protects a different part of the Internet experience.
Works at the network layer.
Provides a recovery layer for selected data.
Still matters with phishing, passwords and suspicious requests.
SUPPORT BEYOND THE INTERNET CONNECTION
NOT EVERY SUPPORT QUESTION IS TECHNICAL
Sensitive account and billing information should be handled through the verified support process, not exposed on this page.
Account questions
Invoices
Payments
Service changes
Installation questions
Coverage or service availability
Account details
A FEW DETAILS CAN SAVE TIME
You do not need to know IP addresses, DNS, router terminology or networking protocols. Screenshots of an error message can often be more useful than trying to describe the technical cause.
DON’T PAY FOR THE WRONG FIX
More Internet bandwidth does not increase Wi-Fi signal.
More Fibre speed does not make an old or unhealthy computer faster.
Additional Internet capacity does not fix a damaged application.
Faster Internet cannot repair a failed disk, power supply or device.
Conversely, troubleshooting cannot make a genuinely undersized connection provide capacity it does not have.
The right answer is the one that addresses the actual cause.
PROTECT YOURSELF FROM SUPPORT SCAMS
Layer 3 remote access should occur through verified support procedures. Be cautious of unexpected callers, never grant control simply because someone claims to be support, and verify suspicious requests through the official Layer 3 support route.
Use the verified Layer 3 support process before allowing remote access.
Remote Support InformationSTART WITH YOUR QUESTION
This may indicate a laptop, Wi-Fi configuration, DNS, software or device-specific issue rather than a total Internet outage.
Internet capacity and Wi-Fi performance are different.
Speed is only one factor; latency, packet loss, Wi-Fi and device performance may contribute.
Once downloaded, the issue may involve the file, application or device rather than Internet speed.
Sometimes. A restart can clear temporary software or network states, but repeated problems still deserve diagnosis.
Only when the actual requirement indicates insufficient capacity. An upgrade should not be a generic fix for unrelated problems.
Yes. That is exactly when diagnosis is useful.
REAL PEOPLE. REAL TECHNOLOGY PROBLEMS.
Internet, Wi-Fi, family devices, home offices, schoolwork devices, software problems and Digital Care.
Connectivity, staff computers, branches, remote users, managed Wi-Fi, Digital Care, security and business Internet.
SUPPORT ACROSS SOUTH AFRICA
Many eligible issues can be diagnosed or supported remotely across South Africa where the necessary connectivity, supported devices and service arrangements exist.
This does not claim nationwide onsite coverage.
TELL US HOW THE EXPERIENCE WENT
Layer 3 values customer feedback because resolving the technical problem is only part of a good support experience. Feedback can be shared through the existing verified support process. No public survey, review link or Atlas feedback workflow is being claimed here.
Contact SupportSUPPORT QUESTIONS
No. Start with what you are experiencing.
No. Internet brings connectivity to the property; Wi-Fi distributes the network wirelessly.
No. More Internet capacity does not increase wireless signal in another room.
Digital Care and Remote Support cover supported device, software and maintenance problems.
Only through authorised Remote Support procedures. Verify unexpected requests before granting access.
Layer 3 has supported Device Protection, DNS Security, Network Security and related services for different layers of risk.
Use the verified Layer 3 support route for account, billing and service assistance.
Yes, for supported Layer 3 services. No specific SLA or entitlement is implied by this page.
Yes. Start with the problem and provide customer or account details through the appropriate verified process.
START WITH WHAT IS HAPPENING
You don’t need to know whether the problem is Fibre, Wi-Fi, Windows, DNS or something else before contacting us. Tell us what you’re experiencing and we’ll help work out the right next step.
