1. Our bill runs are processed on the 1st of the month
2. At this point, you will be billed for your services from the 1st until the end of the month.
3. Calls are billed on the 1st of a month for the month before.
4. If your services were activated after our bill run, these will be billed from the date services go live and will appear on your next bill on a pro rata basis.

1. If a payment method fails Magnet Networks will levy an Admin fee, which covers processing costs associated with the failed payment.
2. To avoid the Admin Fee please ensure your up to date bank details are entered on the Update my Bank details section

1. All Residential accounts are set up on a Debit or Credit Card payment type.
2. You can pay your bill via your online MyMagnet portal, via the IVR, via one line text message payment links or via speaking to an agent. If you pay via IVR or your MyMagnet Account and your account is currently suspended, your account will be resumed within the hour. Payments via other methods can take up to 24 hours to process during the working week. No resumptions for any other payment methods at the weekend.
3. To pay Via MyMagnet just click on "Pay balance" "Pay Current" or "Pay Overdue" when logged into your MyMagnet portal, the option is on the main screen. This will bring you to a credit card payment screen where you can process the payment.
4. If there is no outstanding balance on your account, you will not be able to click on any of the above options.

1. If your services are suspended, they will be resumed within the hour once the payment is made via your online MyMagnet portal
2. Broadband will be restored first.
3. Voice and calls will be restored during the day.
4. This resumption service operates 24 x 7, 365 days a year.

1. When logged into the MyMagnet Portal click Manage My Account
2. Select Update my bank details. Note this will only work if you have a valid debit or credit card registered already.
3. To register a card for the first time, please start a live chat with our Billing and Collections team on magnetplus.ie and a member of the team will call you back.
4. For your online safety and security, please do not enter bank details or card details via email or live chat.

When logged into the MyMagnet Portal, click the My Invoices tab. To do this:

• Select the My Account dropdown from the main navigation.
• Select My Bills & Payments
• Select My Invoices, located under the panel displaying account and balance details.

To view your invoices online, simply select the invoice you would like to view and the relevant invoice will be displayed on screen. This is located under the column: Invoice Number.

Invoices displayed from your My Invoices section contain a full breakdown of your call summary and call detail sections

To download a PDF, simply select the invoice number from the Download PDF column and the invoice will download to your device in PDF format.

1. When logged into the Portal click Update My Details. To do this:
   • Click the dropdown menu beside your current username on the portal home screen
   • It is on the right-hand side of the screen
2. Select Update My Details
3. Enter new details as required

1. When logged into the Portal click Update My Password. To do this:
   • Click the dropdown menu beside your current username on the portal home screen
   • It is on the right-hand side of the screen
2. Select Update My Password
3. Enter new details as required
4. Click Update button

1. Log into the MyMagnet Portal
2. Click the dropdown menu beside your current username on the portal home screen. It is on the right-hand side.
3. You can modify your username, change password, email and mobile details by choosing the relevant menu option.
4. You can also update bank and credit card details from this menu. 

If you are a user of the Magnet Hosted PBX service you can view your calls online via your online portal. You can log on to this portal here

If you would like to see your bills online, register for our Billing Portal here

For all other billing queries please call our Support line and select the Billing option via 1800 789 789

When logged into the MyMagnet Portal, click the My Invoices tab. To do this:

• Select the My Account dropdown from the main navigation.
• Select My Bills & Payments
• Select My Invoices, located under the panel displaying account and balance details.

To view your invoices online, simply select the invoice you would like to view and the relevant invoice will be displayed on screen. This is located under the column: Invoice Number. Invoices displayed from your My Invoices section contain a full breakdown of your call summary and call detail sections.

When logged into the MyMagnet Portal, click the My Statements tab. To do this:

• Select the My Account dropdown from the main navigation.
• Select My Bills & Payments. Click view Payment Log (Scroll down screen to view)
• or Select My Statements, located under the panel displaying account and balance details.

Click here to download our SEPA DD form

If you are changing address please login to you MyMagnet account and select Contact Support from the Help menu. This will open up your email client so you can send an email to support@magnetplus.ie and advise us that you wish to change address

The email will include your Magnet Plus account number on the subject line.

The email will be sent to the relevant department with your account details and the relevant department will contact you directly.

You can also contact us via the Chat facility on the Magnet Plus website.

Magnet Plus Terms and Conditions

Is your broadband not working? Reboot the modem by turning it off for 30 seconds and then turn it back on. 

For more info on other support issues, click here.

Is your broadband still not working? Contact our technical support team, chat to us on the website.
Call: 1800 789 789
Email: support@magnetplus.ie

The WEEE Directive 2005 is EU legislation introduced with the aim of reducing quantities of WEEE (Waste Electrical and Electronic Equipment) disposed to landfill by increasing re-use and recycling. This in turn reduces the harmful effects caused by WEEE to our health and the environment.

You will notice the crossed-out wheelie bin symbol on the electrical equipment we provide to you. This indicates that these items should not be disposed of with general household waste but collected separately for reuse or recycling.

Magnet Networks Ltd is registered as a Producer of EEE (Electrical and Electronic Equipment) and is a member of the WEEE Ireland compliance scheme helping to meet our Producer responsibility compliance requirements under the WEEE & Waste Battery legislation in Ireland. (Reg No: 01674WB)

How do I Recycle?

• Any equipment you are no longer using should be returned to our Head Office for re-use or recycling.
• Please notify us that you have equipment to collect and a pre-paid An Post label will be sent to your service address.
• Please package items carefully in order to avoid damage in transit.
• When returned, if the equipment is found to be in working order, it will re-used.
• In the event it is no longer working, it will be sent for recycling.
• There is no charge for this service.
• Alternatively, you can drop-off your unwanted equipment at our Head Office address below.
• Ensure it is clearly marked for the attention of “Magnet+ Stores.”

Magnet Plus, IDA Business & Technology Park, Clonshaugh, Dublin 17, D17 AK77.

Click on the link below to find out more information on WEEE recycling and where to recycle.

www.recyclefree.ie

“Waste Electrical and Electronic Equipment (WEEE) and waste batteries must never be placed in your waste disposal or recycling bins. WEEE is taken back free of charge at electrical retail outlets on a one-for- one like-for like basis. There is a bin for small batteries in your local store. Local authority civic amenity facilities also take back WEEE and waste batteries free of charge. WEEE and waste battery recycling is free”

Fatpipe Fibre Installation

• Depending on your address we may need a Magnet+ engineer to go to site and set up your address to avail of our services. Our sales team will advise you if a Magnet+ engineer install is required. 
• Our sales team will place the order, if an appointment is required a member of our Service Delivery team will be in touch to confirm a suitable date and time for the installation. Our Magnet+ engineer will bring the new router to site and he will install it on the day. While on site the engineer will show the speeds achieved after installation. Please note a missed appointment fee will apply in the event the installation does not take place. 
• In some cases an engineer install will not be required, in these situations we will post a router out to your address via An Post. The tracking reference number for the package will be sent to you via email in the event you need to make changes. If you have any questions regarding your order you can reach the team via phone on 1800 819 999 or via our live chat on www.magnetplus.ie. 

“Installation Fee” means the fee you may be charged for the installation of the service.

“Missed Appointment Fee” means the fee you may be charged for the failure to allow an engineer to install the service on the scheduled date.

• You will be liable to pay a cancellation/penalty charge of €45.00 to Magnet in each of the following cases;
  • If you have not provided the necessary cancellation notice period in respect of the scheduled installation;
  • If an engineer cannot gain access to your premises due to a 3rd party access issue, for example within an apartment block;
  • If you do not facilitate the engineer with access to your property on the agreed appointment date;
  • If you are not present at the premises when the engineer arrives to install the service on the scheduled date;

Want to test your current broadband speed? Try the Magnet Plus free broadband speed test.

Test the speed of your connection below.

Magnet Plus has a fair usage policy. The Fair Usage Policy sets out how the Services may be used and any restrictions on your use of the Services. Many of the guidelines will be obvious, however, we set them out so that there can be no confusion or doubt over what is or is not acceptable. Click here to view the Fair Acceptable Usage Policy

Calls are rated per minute and rate stated is in Euro. 

Call connection fee applies to all new customers and existing customers where applicable.

Call connection fee subject to change

Band 1	Rate
Austria Mobile	0.55
Belgium Mobile	0.55
Bulgaria Mobile	0.55
Croatia Mobile	0.55
Cyprus Mobile	0.55
Czech Republic Mobile	0.55
Denmark Mobile	0.55
Estonia Mobile	0.55
Finland Mobile	0.55
France Mobile	0.55
Georgia Mobile	0.55
Germany Mobile	0.55
Greece Mobile	0.55
Hungary Mobile	0.55
Italy Mobile	0.55
Latvia Mobile	0.55
Lithuania Mobile	0.55
Luxembourg Mobile	0.55
Malta Mobile	0.55
Netherlands Mobile	0.55
Poland Mobile	0.55
Portugal Mobile	0.55
Romania Mobile	0.55
Slovakia Mobile	0.55
Slovenia Mobile	0.55
Spain Mobile	0.55
Sweden Mobile	0.55
Turkey Mobile	0.55

Band 2	Rate
Austria Fixed	0.25
Belgium Fixed	0.55
Bulgaria Fixed	0.55
Croatia Fixed	0.55
Cyprus Fixed	0.55
Czech Republic Fixed	0.55
Denmark Fixed	0.55
Estonia Fixed	0.55
Finland Fixed	0.55
France Fixed	0.55
Georgia Fixed	0.55
Germany Fixed	0.55
Greece Fixed	0.55
Hungary Fixed	0.55
Italy Fixed	0.55
Latvia Fixed	0.55
Lithuania Fixed	0.55
Luxembourg Fixed	0.55
Malta Fixed	0.55
Netherlands Fixed	0.55
Poland Fixed	0.55
Portugal Fixed	0.55
Romania Fixed	0.55
Slovakia Fixed	0.55
Slovenia Fixed	0.55
Spain Fixed	0.55
Sweden Fixed	0.55
Turkey Fixed	0.55

Band 3	Rate
Albania Mobile	0.60
Andorra Mobile	0.60
Armenia Mobile	0.60
Azerbaijan Mobile	0.60
Belarus Mobile	0.60
Bosnia and Herzegovina Mobile	0.60
Georgia Mobile	0.60
Iceland Mobile	0.60
Liechtenstein Mobile	0.60
Moldova Mobile	0.60
Monaco Mobile	0.60
Mongolia Mobile	0.60
North Macedonia Mobile	0.60
Norway Mobile	0.60
Russia Mobile	0.60
San Marino Mobile	0.60
Serbia Mobile	0.60
Switzerland Mobile	0.60
Ukraine Mobile	0.60

Band 4	Rate
Albania Fixed	0.60
Andorra Fixed	0.60
Armenia Fixed	0.60
Azerbaijan Fixed	0.60
Belarus Fixed	0.60
Bosnia and Herzegovina Fixed	0.60
Georgia Fixed	0.60
Iceland Fixed	0.60
Liechtenstein Fixed	0.60
Moldova Fixed	0.60
Monaco Fixed	0.60
Mongolia Fixed	0.60
North Macedonia Fixed	0.60
Norway Fixed	0.60
Russia Fixed	0.60
San Marino Fixed	0.60
Serbia Fixed	0.60
Switzerland Fixed	0.60
Ukraine Fixed	0.60

Band 5	Rate
Falkland Islands	1.00
Indonesia	1.00
Israel	1.00
Lesotho	1.00
Macau	1.00
Afghanistan	1.00
Alaska	1.00
Algeria	1.00
American Samoa	1.00
Angola	1.00
Antigua and Barbuda	1.00
Argentina	1.00
Aruba	1.00
Australia	1.00
Bahamas	1.00
Bahrain	1.00
Bangladesh	1.00
Barbados	1.00
Belize	1.00
Benin	1.00
Bermuda	1.00
Bhutan	1.00
Bolivia	1.00
Botswana	1.00
Brazil	1.00
Brunei	1.00
Burkina Faso	1.00
Burundi	1.00
Cambodia	1.00
Cameroon	1.00
Cape Verde	1.00
Cayman Islands	1.00
Central African Republic	1.00
Chad	1.00
Chile	1.00
China	1.00
Christmas Islands	1.00
Colombia	1.00
Comoros	1.00
Congo	1.00
Cook Islands	1.00
Costa Rica	1.00
Côte d’Ivoire	1.00
Cuba	1.00
Democratic Republic of the Congo	1.00
Diego Garcia	1.00
Djibouti	1.00
Dominica	1.00
Dominican Republic	1.00
Egypt	1.00
El Salvador	1.00
Equatorial Guinea	1.00
Eritrea	1.00
Ethiopia	1.00
Falkland Islands	1.00
Faroe Islands	1.00
Fiji	1.00
French Guyana	1.00
French Polynesia	1.00
Gabon	1.00
Gambia	1.00
Ghana	1.00
Gibraltar	1.00
Greenland	1.00
Grenada	1.00
Guadeloupe	1.00
Guam	1.00
Guatemala	1.00
Guinea	1.00
Guinea-Bissau	1.00
Guyana	1.00
Haiti	1.00
Hawaii	1.00
Honduras	1.00
Hong Kong	1.00
India	1.00
Indonesia	1.00
Iran	1.00
Iraq	1.00
Ireland Freephone	1.00
Ivory Coast	1.00
Jamaica	1.00
Japan	1.00
Jordan	1.00
Kazakhstan	1.00
Kenya	1.00
Kiribati	1.00
Kuwait	1.00
Kyrgyzstan	1.00
Laos	1.00
Latvia	1.00
Lebanon	1.00
Liberia	1.00
Libya	1.00
Macedonia	1.00
Madagascar	1.00
Malawi	1.00
Malaysia	1.00
Maldives	1.00
Mali	1.00
Marshall Islands	1.00
Martinique	1.00
Mauritania	1.00
Mauritius	1.00
Mayotte	1.00
Mexico	1.00
Micronesia	1.00
Mongolia	1.00
Morocco	1.00
Mozambique	1.00
Myanmar (formerly Burma)	1.00
Namibia	1.00
Nauru	1.00
Nepal	1.00
Netherlands	1.00
New Caledonia	1.00
New Zealand	1.00
Nicaragua	1.00
Niger	1.00
Nigeria	1.00
Niue	1.00
Norfolk Island	1.00
North Korea	1.00
Norway Fixed	1.00
Old Ireland Fixed Rate	1.00
Oman	1.00
Pakistan	1.00
Palau	1.00
Palestine	1.00
Panama	1.00
Papua New Guinea	1.00
Paraguay	1.00
Peru	1.00
Philippines	1.00
Qatar	1.00
Reunion Island	1.00
Rwanda	1.00
Saint Helena	1.00
Saint Kitts and Nevis	1.00
Saint Lucia	1.00
Saint Vincent and the Grenadines	1.00
Sao Tome and Principe	1.00
Saudi Arabia	1.00
Senegal	1.00
Seychelles	1.00
Sierra Leone	1.00
Singapore	1.00
Solomon Islands	1.00
Somalia	1.00
South Sudan	1.00
Sri Lanka	1.00
St Martin	1.00
Sudan	1.00
Suriname	1.00
Swaziland	1.00
Syria	1.00
Taiwan	1.00
Tajikistan	1.00
Tanzania	1.00
TBC	1.00
Thailand	1.00
Timor-Leste	1.00
Tonga	1.00
Trinidad and Tobago	1.00
Tunisia	1.00
Turkmenistan	1.00
Tuvalu	1.00
Uganda	1.00
United Arab Emirates	1.00
Uruguay	1.00
Uzbekistan	1.00
Vanuatu	1.00
Vatican	1.00
Venezuela	1.00
Vietnam	1.00
Virgin Islands (British)	1.00
Wallis and Futuna Islands	1.00
Western Sahara	1.00
Yemen	1.00
Zambia	1.00
Zimbabwe	1.00

Premium and Special Numbers:

Description	Price
Satellite	10.00
Inmarsat	7.70
InmarsatA	7.70
Int'l Networks	13.75
Iridium 8817	7.70
United Nations	11.00
Nat'l Dir Enq. 11811	0.87
Int'l Dir Enq. 11818	0.46
Int'l Dir Enq. 11822	0.52
Nat'l Dir Enq. 11850	0.64
Int'l Dir Enq. 11860	0.52
11890 Directory Enquiries	0.37
Freephone	0.00
Premium 1512	0.21
Premium 1513	0.50
Premium 1514	0.62
Premium 1515	0.83
Premium 1516	1.24
Premium 1517	1.65
Premium 1518	2.48
Premium 1520	0.24
Premium 1530	0.41
Premium 1540	0.65
Premium 1550	0.99
Premium 1559	0.64
Premium 1560	1.48
Premium 1570	1.98
Premium 1580	2.43
Premium 1590	2.89
Pager service	0.05
Premium 11827	0.55
Premium1598	1.67
Premium1599	2.49
Premium 1892150150	4.86
Premium 11824	10.54
Premium 11888	0.34
Premium 1901	0.34
Premium 11891	0.56
Premium 1191	0.16

(Applicable from 1st January 2023)

A call connection fee is charged on all calls unless otherwise stated

Call rates apply on a per minute basis and are in Euro

Call Type	Rate
Minimum call connection fee5	0.035
Local
Ireland Mobile	0.22
Ireland Fixed	0.045
UK Mobile	0.25
UK Fixed	0.10
USA & Canada	0.10
International
Band 1	0.55
Band 2	0.25
Band 3	0.60
Band 4	0.60
Band 5	1.00

1. The rate per call will be in addition to the call connection fee, where applicable. 
2. Charges will be rounded up to the next whole minute.
3. The rate per minute will be rounded up to the next cent using standard rounding to two decimal places.
4. The rates for each international band are set out below.
5. Premium Numbers, Satellite and Directory Enquiry rates will remain in line with current rates but rates are subject to quarterly review and may change from time to time. When this happens we will notify you in advance via our website and prior bills before the changes are made.
6. Call connection fees will apply to all new customers and only existing where already applicable.

1. 1. Click the Help tab
2. Click Contact Support or Contact Billing Team
3. An email will be sent to the relevant team with your account details already populated
4. A customer support or billing query ticket reference number will be automatically sent to you for your records.

If you are having trouble accessing the MyMagnet portal and have already registered for an account, there are are a number of self-service options that you can follow that will allow you to recover your account.

Forgot your username?

• Visit the MyMagnet website
• From the MyMagnet home page, click Forgot Username
• Enter your customer number and email address into the required fields.
• Select Resend Username
• We will send you an automatic email which will include your username.

Forgot your password?

• Visit the MyMagnet website
• From the MyMagnet home page, click Forgot Password
• Enter your username and email address into the required fields.
• Select Request New Password
• We will send you an automatic email which will include a link that will require you to change your password.

Voice termination rates for Geo, 076 and 0818 calls are changing. The table below lists the updated Magnet Networks voice termination rates. Should you have any questions on these rates please contact your dedicated account manager or live chat with us now.

Call Type	Rate Per Minute	Effective from
Geo	€0.00051	1 Jan 2021
076	€0.00051	1 Jan 2021
0818	€0.00051	4 Jan 2021

In order to access the online Billing Portal, you must first register for your MyMagnet account. To register:

1. Go to mymagnet.magnetplus.ie in your internet browser OR

2. Click MyMagnet on the top right hand side of www.magnetplus.ie

3. To register on the MyMagnet portal select SIGN UP on the first screen

4. On the next screen enter the required details

•     Please ensure to complete all fields, as they are required
•     The details used must be the same as those which were used during the ordering process for your Magnet+ services.
•     You will need to choose your Username and Password
•     You must accept the Terms and Conditions to continue

5. To verify your email, MyMagnet will send an email to your nominated email address. This email will contain a verification link that, once clicked, completes the activation of your online account. Please ensure sure to check your email inbox and spam or junk email folders for the verification email as you will not be able to login to your MyMagnet portal without your email address being verified. 

6. Once registered for MyMagnet and your email address verified, you will have full access to your online account within one hour. During this timeframe, your account information and previous bills will be uploaded to your MyMagnet Portal.

1. Log into the MyMagnet Portal
2. Click the dropdown menu beside your current username on the portal home screen. It is on the right-hand side.
3. Select Update My Details
4. You can modify your email and mobile details by updating the relevant field.
5. Amend the email address in your current MyMagnet account to a different email address.
6. You will also need to re-verify the new email address on the relevant account via an email verification link that will be sent to the relevant email address.
7. Once completed, register your new MyMagnet account with your preferred email address. For more information see: Registering your Account Online with MyMagnet
8. If you have any issues please contact us via live chat, call or email and we’ll be happy to assist with any queries you may have.

• Your username must be at least 6 characters, using letters or numbers but no spaces.
• Your mobile number must be 10 digits long, including the area code or mobile prefix.
• Your Magnet Plus account number appears on your invoice
• Please ensure the email address used was not previously registered on another MyMagnet account. If so, please contact the Billing Team to deactivate your former account. When deactivated, you can then register online for your new MyMagnet account.
• Check that you have filled in all mandatory fields.
• Please note you cannot progress without ticking the box to confirm you accept the Terms and Conditions (T&Cs).
• If you are using the temporary details received within your welcome email, these can expire within 10 days, or once your first invoice has generated.
• If you have multiple accounts you would like to register for MyMagnet, each account will require a unique email address to register with. I.E. The same email address cannot be used to login to multiple accounts.
• If you complete your registration and find that you have entered an incorrect email for registration, please contact the Billing Team to update your details, this will ensure your email confirmation can be completed.
• If you have any issues please contact us via live chat, call or email and we’ll be happy to assist with any queries you may have.

1. Go to mymagnet.magnetplus.ie in your internet browser OR Click My Magnet on top right hand side of website www.magnetplus.ie
2. Enter the username and password details entered when registering

We give you the option to keep your existing router as part of the Simply Broadband product, so we have ensured that configuring your own router is easy!  Please follow the simple steps outlined in this document  Simply BB Customer Router Setup On the rare occasion that your router is not compatible, it may be an older type of router for example; you can purchase one of our routers.  Just call our sales team and let them know that you would like one of our routers and they will do the rest.

To help us solve your particular issue please tell us more about your problem. I get "limited or no connectivity" message - Click Here I have slow speeds over wi-fi connection - Click Here

Depending on the product ordered and the delivery method will depend on the length of time for your services to be live.  Delivery times range from 5 working days to 20 working days depending on whether we need to install a new line, which involves building a cable path from our equipment in your local exchange to you home or if you have an existing line or if there was a line previously. You will receive a text message within a day or two of placing your order with an installation appointment. From time to time a text message with the appointment fails to be delivered for reasons out of our control, if you do not receive the text message with the installation appointment within a week of placing your order the please call us.

Broadband / Phone connection cables. As part of the welcome pack with your modem/router, you will receive connection cables.  Over the course of time these cables can become damaged and cause issues with your connection.  Whilst we supply the initial connection cables, we do not provide follow up replacement cables as we do not hold a stock of these items.  These cables are in-expensive items and can be purchased from your local PC store. SCART leads If you have a faulty TV SCART lead you will need to replace this. If you have an Amino Set Top Box or a  Motorola Set Top Box and your scart gets damaged we will replace this for you as it is specific to the Amino STB Internal Wiring Some issues can be as a result of faulty or damaged internal wiring in your home.  If you have an issue with your internal wiring or need additional connection points you will need to arrange to have this looked at independently.

If your phone and broadband services are not working it is usually 1 of 3 things..... 1) Your modem/router is not connected, has lost connectivity or is faulty.  2) There is an issue with cables or the internal wiring. 3) There is a fault on the line coming from the exchange to your premises.    The first thing to do is to check all the cables going to the modem are secure.  To check that your modem/outer is connected and functioning as it should please check the set up. Checking if your Telsey Modem is on line                 Checking if your Zyxel Modem is on line If you have tried all of the above and the issue is still present please call us on 1890 809 000 and we will check the line for you.  If the line is faultly a fault will be raised with eircom to restore service.

The first thing to do if you loose your TV service is to check if your phone and broadband are working.  If you have lost these services also please check the following:- Click Here If it is only your TV services alot of the times it is a loose or faulty scart lead, or the Set Top Box needs to be re-booted 1 Please check all cables are secure 2. Check for any damage to scart pins or connections 3. Re-boot your Set Top Box by simply switching it on and off again 4. If you are a Fibre to the Home customer please also re-boot the CPS - Click Here  

From time to time your broadband services can stop working or can be intermittent...... There are 4 main reasons for this...and all very easy for you to check and resolve quickly 1. Loose or faulty connections or cables.... have you checked all your cables and connections to your router? 2. The router from time to time needs to be re-booted as it has gone off line, or it may have gone faulty.....have you checked your router set-up? 3. The line into your premises is disconnected or has a break in it somewhere along the route to your house or apartment....if you live in an apartment have you checked with your property management company that there is no issue with cabling in your building? 4. Lastly...have you ever had connectivity?  Have you received confirmation by e-mail and SMS that your services are active? Checking if your Zyxel Modem is on line       Checking if your Telsey Modem is on line If you have re-connected all your cables re boooted your router and you are still having issues please tell us more about your problem as as we can direct you to the resolution.

1. I have Slow Broadband or Internet Speed - Click Here
2. I can’t access SOME websites - Click Here
3. I can’t access ANY websites - Click Here
4. I am getting a "limited or no connectivity" message - Visit our WiFi Help Page
5. My Broadband is slow when connected directly to the modem - WiFi Help Page

See below for full Zyxel andTelsey configuration guides to further assist. WiFi Help Page                Magnet Telsey Modem Guide Find out more about high-speed fibre broadband to your home from Magnet Plus.

Before you trouble shoot it is worth remembering that the Internet is an unregulated collection of computers. Magnet provides the initial connection from your home to the Internet - but we have no control over what happens beyond our network. During times of significant internet usage, good (major broadcast events), and bad (large scale internet attacks), etc) the Internet itself may be slow. In some instances a specific site you are trying to visit may be having difficulties due to high visitor numbers. With some broadband providers there is the additional complication that you may be sharing your connection to the internet with other customers. That is not the case with Magnet. If you are still concerned about your broadband or internet connection speed please select one of the following to help us resolve your issue:

• If you are on a lap-top or handheld connecting over WIFI click here
• If you are connecting to the internet with a computer that is directly connected to the Modem click here

Calls to low-call numbers are not included in any Local or National call packs and are therefore charged separately.

Firstly check to see what kind of modem/router you have.  It may be a Telsey or a Zyxel, or are you are a Simply Broadband Customer and are using your own modem?

Magnet Telsey Modem Guide

ZYXEL install and wireless set up

Simply BB Customer Router Setup

There are 3 main reasons why all your services would cease to work.... 1) A power outage in your estate - this can be an issue that is resolved in conjunction with the property maintance company 2) A fibre break in your estate - on rare occasions if work is being carried out by a contractor they can in error damage the fibre cable.  This requires a site visit by our cabling contractor to restore 3) An issue with the CPS device in your home. This is the small white device labled packetfront contained in the Magnet Cabinet.  In a large number of cases this simply needs to be rebooted to restore services Power down the CPS device by switching it off and removing the power supply to it. Wait for 5 minutes and turn the CPS back on.  When you do a green LED will illuminate at the top of the CPS confirming it is receiving power. For Troubelshooting purposes and for a better understanding of how this device works -FTTH CPS Device - Troubleshooting  

The International call pack includes Fixed Line calls to Australia, Austria, Belgium, Canada, China, Denmark, Finland, France, Germany, Greece, Italy, Japan, Luxembourg, Netherlands, Poland, Portugal, Spain, Sweden, UK, US (includes US mobile).

Please select the service that is not working:

• Broadband/Internet
• Phone
• All Services

To help find out why your phone is not working please carry out the following simple steps; 1. Your Phone is powered on (seems obvious but sometimes kids unplug and switch things off!) 2. Your phone is directly connected to the modem or the correct socket.  Your phone should be connected to 'Phone 1' on a Telsey Modem 3. Some customers connect via wall sockets, and in this case you should try a different socket. If your phone is now working it is likely that you have a damaged socket. An electrician or building maintenance company will be able to assist you replace the socket. 4. Check that your broadband is also working. If there is a problem with your phone line or modem then it is likely that your broadband will not be working either. To trouble shoot your broadband please follow the steps shown on our Broadband Support page 5. If you are a Fibre to the Home customer have you checked your ATA is set up correctly?  Follow these simple steps to ensure it is connected correctly. Linksys ATA install 6. Your account is paid and up to date. If you have forgotten to pay your most recent bill on time, your services may have been suspended. Call our accounts team on 1890 809 009 if you need to clear your account. 7. If you have checked all of the steps above and your service is still not working, please call us on 1890 809 000 and Select "Technical Issue" to speak to one of our staff.

1. If you find that you cannot connect to a specific website, please check that your internet connection is working by accessing these common sites:

• www.google.ie
• www.irishtimes.com
• www.aertv.ie

2. If you can access these sites, then it is likely that the site which you cannot access is unavailable. This issue is generally outside our control and may be a result of that site being down for maintenance or other service issues. 3. If you cannot access the sample sites listed above, then there is an issue with your Broadband/Internet connection and you should follow the link below to find out how to resolve this issue. My Broadband/Internet Service is not working properly

1. The first step is to check if your Modem or Router is online.
2. There are a series of lights on the front of your Modem which will help us to find the problem. Depending on which service you have from Magnet you will have a light labeled "DSL" or "Link" depending on which modem/router you have.

Which modem do I have?  Check below Checking if your Zyxel Modem is on line     Checking if your Telsey Modem is on line No Lights Visible

• If there are no light visible on the front of the box, please check that the power cable is connected to the back of the Modem and that the power socket is ON.
• Please check the socket is working – Try a lamp or other device.
• If the Power cables are connected, the power socket is working and the Modem has no lights then it is likely that your modem needs to be replaced. Please call 1890 809 000 to allow us to investigate the issue.

"DSL" or "Link" Light Flashing

1. Power off and power on the box.
2. If after 60 seconds from power-on, the "Link" or "DSL" light has stopped flashing then your Broadband should now be working.
3. If after 60 seconds from power-on, the "Link" or "DSL" light is still flashing then please check that the small cable that runs from the modem to the phone socket is securely connected.
4. If on reconnecting the phone cable, the "Link" or "DSL" light has stopped flashing then your Broadband should now be working.
5. If on reconnecting the phone cable, the "Link" or "DSL" light is still flashing, there may be an issue with the line in or to your house, or your modem. Our staff can help determine what exactly is causing the issue. Please call 1890 809 000 to allow us to investigate further.

"DSL" or "Link" Solid

• If the "Link" or "DSL" light is solid (not flashing) please check your internet connection on your computer again by closing and restarting your internet browser.
• If your internet browser connects to the internet then the issue has been resolved for now.
• Devices do need to be powered off from time to time, however if you have the same problem within a few days and re-powering the Modem/Router again solves the problem, please call us as there may be a fault with the Modem and we would like to carry out some tests.
• If after restarting your internet browser you still cannot connect to the internet then please check that the Modem is securely connected to your computer with a Cat5 cable. Also please check your Network Settings on your Computer. Please note that Magnet is not able to provide assistance with PC or Computer set-ups. There are how ever some. YouTube is a rich source of free online demonstrations for most Home PC issues, including for example:

How to Find Your Network Settings on a Windows XP Computer  //www.youtube.com/watch?v=UihccfuMi9Y

Connecting to your Internet connection over WIFI is very convenient. You don't need cables and you can move around the house. However what we sometimes forget is that WIFI is a radio signal that suffers from interference from buildings, other radios in some cases and if you allow others to connect to it then it's a shared connection. However if you are concerned about the speed of your WIFI connection then the first step is to check whether it is your WIFI connection that is slow or your Broadband/Internet Service. Follow the steps below to test and compare the speed of both connections:

1. Using your computer connecting over WIFI visit speedtest.magnet.ie and Run Speed Test
2. Record the results on a piece of paper – upload and download speed.
3. Connect your lap-top directly to your modem with a cat5 cable and disable wifi access on your laptop
4. Visit speedtest.magnet.ie again and retest your speed
5. Record the results along side the results for your laptop over wifi.

Compare the results as follows:

• If your internet connection is far faster when directly connected to the Modem, it is likely that your WIFI connection is slow. You could try testing from a different location in your house to see if the signal strength of the wifi was the issue - or check if anyone else is using the connection. For other suggestions on how to maximise your wifi connections click here
• If your speed is slow on both Test results then it is worth checking your Broadband Service by visiting the following help page.

30% of our customers find that re-booting or restarting the modem resolves this issue. Modems from time to time need to be restarted to clear their processors and allow them to function at their design speeds. We suggest you carry out a speed test, restart your modem and then repeat the speed test. If there is no improvement in speed then we will recommend additional steps to trouble shoot. Speed Test 1

1. If any of the following programmes or applications are running currently you should stop them while you are doing a speed test - Virus Scans, online back-ups or other routine tasks that may be running.
2. If you are sharing your broadband with other computers or users in your home or office, you should also disconnect them during the speed test.
3. Close any application that accesses the internet including company vpn’s or open browser, streaming services, internet radio or video, AerTV.ie
4. Re-open your web browser (eg internet explorer, chrome, safari, firefox)
5. Visit the following website speedtest.magnet.ie .
   1. Note: There are other speed test sites such as speedtest.net. These are accessed across the internet and are subject to factors beyond Magnet’s direct control. It is best to test on Magnet's network.
6. Run the Speedtest
7. Note down on a piece of paper the results of the speed test (upload and download speeds)

Restart your Modem

1. Unplug the modem from the power socket
2. Leave it powered off for 30 seconds.
3. Plug in the modem and check wait to see the "DSL" or "link" light turn solid.
4. Check that your computer now has internet access.

1. If there is no improvement in Speed please contact our help desk on 1890 809 000. Note: Broadband speeds can vary due to line quality or other network related issues. Our technical team will be able to assist at this point.

 

Where to Find Your Wireless Password / WEP Key  Your Password/WEP Key for your Magnet router is MAGNET0 (MAGNET followed by a zero) PLUS the last 6 digits of your routers Serial Number. Your router's Serial Number is located on the underside of the router and is preceeded by the letters S/N Your Wireless Password / WEP Key or Network Key will look like the following sample - MAGNET0876765

If you have not damaged your remote control then it is likely that you need to replace the batteries. To replace the batteries, please remove the old batteries from the rear of the Remote Control and replace all of the batteries with new batteries. See the full Motorola Remote control User Manual Replacement remotes can be purchased from Magnet by calling 1890 809 000 , Option 1

If your wall socket is damaged or broken then it is likely that your services will not work. Your wall sockets are not Magnet's property and may have been installed during the construction of your property. Please contact either the building management company, your landlord or a qualified electrician.

1)  Full TV User Guide 2)  MyMagnet User Guide 3)  Thomson Modem Guide 4)  Simply BB Customer Router Setup 5)  Magnet Telsey Modem Guide 6)  Linksys ATA install 7)  ZYXEL install and wireless set up 8)  Motorola Remote control User Manual  

Magnet+ Guide

With the myMagnet+ service, you can set schedule recordings on your Magnet+ box from anywhere with internet access, be it a mobile phone or a computer. Now there’s nothing stopping you catching up on your favourite programs, not even the traffic!