A collection of Frequently Asked Questions.

🕹️ Why does my PlayStation say I have the wrong NAT type and show a slow speed test result?

We suggest you don’t trust the PlayStation tests – rather do a cabled test.

🎟️ Do you offer PPPoE test accounts on Openserve?

Yes, please contact our sales team. You’ll need to place an order to start the process, but you can cancel the order if you are not happy with the test results. Atomic cannot diagnose your fibre line until the fibre line has been migrated to Atomic.

🛜 How can I update my wifi password if the router is connected to your controller?

Please open a support ticket. Include the wifi network name and the new password you would like. Some router models have constraints on the characters they accept, so a fairly basic password is best, something like: Abc@123#Xyz! (don’t go too crazy with the special characters, but @ # ! should be ok).

🛜 Can you send me the admin password of my router if the router is connected to your controller?

Yes, please open a support ticket. Please note: We offer limited support after we send the admin password. If you change settings and run into a problem, we may have to reset your router to factory defaults

🛜 Can you give me admin access to my Unifi Cloud Gateway?

Yes, please open a support ticket. We have a policy of one responsible party. If you become the site admin, we’ll downgrade our permissions to read-only.

👷‍♂️ What is an Unnecessary Call-Out fee?

Sometimes the fibre network will charge an extra fee after sending a technician to your property. This can happen if they discover that the problem was caused by the customer, for example a very old Ethernet cable is causing slow speeds or the batteries in a DC-UPS are old causing the ONT to reboot. This fee is usually around R1500.