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Airwave Support

Wireless internet support

Airwave are on hand to help and assist customers with their connectivity problems. We are available to talk to directly, no automated systems or long call queues. We can help diagnose your problem and help to solve it.

We have listed the most common problems below. If need further assistance, please email or just give us a call.

Broadband Support

Wireless internet support

My broadband is not working. What do I need to do?
If you experience a problem getting online, it is always a good idea to reboot your router as they can hang from time to time.

What is my wireless/Wifi password?
Your Wifi key was supplied to you when you got your broadband but Airwave also keep this information on file. Contact us by phone or email and we can give you your key.

My internet is slow – why?
Your problem could be due to a problem with your connection or your own PC. Try shutting down all open applications (open Task Manager and manually close the processes). If this doesn’t help, go to www.speedtest.net which is an independent site that measures internet performance. Then contact us by email with a service report and we will work with you to resolve your issue.

Is it possible to have more than one computer online at the same time?
Yes but you need a Wifi router. This device plugs into your incoming broadband and allows you to share that connection with several devices either wirelessly or cabled to it.

What is your smtp/outgoing email server?
Set your outgoing mail server to smtp.airwave.ie

Is it possible to use the broadband for gaming online?
Our broadband works very well for online gaming. All games consoles use specific ports to communicate with the online servers and you will need to ensure the correct ports for your console are opened.

Click to test your broadband speed

AirTalk Support

Wireless internet support

My phone isn’t working – is there a reason?
Your Airtalk phone service relies on your broadband in order to work. Is your broadband working? Check to make sure the cabling has not been disturbed. Do you have a spare phone handset that you can test with ? If that doesn’t help contact our office and we can check the line itself.

I’ve signed up to Airtalk but I want to use my old number. How do I do this?
In order to move your old number to your new Airtalk line you will need to fill out a port request form. We will then make this request on your behalf to the national numbering authority who will give us a date/time when the number will move across. We will notify you of this and the porting will happen in the background.

I have signed up to your Airtalk phone service, so do I ring up and cancel my eircom line now ?
It depends. If you would like to retain your existing phone number then DO NOT ring your current provider ! If you ask them to cancel your line they will put your number back into their number pool and it will be unavailable to us. When your porting is completed, the eircom line will automatically be closed and your account with them is closed.

Account Support

Wireless internet support

Can I get a copy of my last invoice?
Each customer has an online portal which can be accessed through our web site. The portal gives access to your current balance and copies of all your invoices.

How can I access my customer portal?
Click on the ‘login’ button at the top of this page and you will be re-directed to the login screen. If you don’t have your account details, click the ‘forgot username’ button and your account details will be emailed to you.

When will my account be direct debited?
Your account will be debited 14 days after your invoice is generated.

I have received a email saying my account is in arrears?
Our billing system will send you a payment reminder 7 days after your invoice is due. You can make payment on this invoice through your customer portal.

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Please note:

  • Service is provided via a roof mounted subscriber unit which will be installed by our technician.
  • All services require the installation of a roof mounted subscriber module and a cable from it to your router in your home. This work will be carried out by a professional installation technician. A standard installation is 2 hours work at 20m of cabling.
  • This unit remains the property of Airwave and will be removed once the contract is completed.
  • Pricing includes VAT at 23% for residential and excludes for business.
  • Subscriptions are invoiced in advance.
  • The contract length is 12 months and service is subject to our Fair Usage Policy and Terms and Conditions.
  • The quoted speeds are ‘Up to’ and actual speed depends on a number of factors.