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Your Most Frequently Asked Questions Answered.

Connection

If you have a problem with your connection, please have a look at the following:
• Is the JTL router unit turned on? (the power switch should be highlighted green)
• There should be two flashing green lights for the PON and WLAN
• The LAN LED is flickering with a green light
• If the LOS LED is red: restart the unit.
• Check if payments are up to date
Note: Please do not move the ONU unit once it has been mounted as the fibre connections are delicate and a slight move could mean loss of signal.

Turn all equipment on first.

How do I connect to my Wi-Fi via Windows?

  1. Go to Connect To and choose Show all Connections from the Start Menu.
  2. Select the Wireless internet icon and click View Available Wireless Connections on the left side in the Network Tasks box.
  3. Choose the network that you want to join from the Network menu that pops up. You may have to enter a password if the network is password-protected.

How do I connect to my Wi-Fi via Macintosh

  1. Go to the Applications folder and choose Internet Connection.
  2. Click on the AirPort button in the new window.
  3. Make sure that AirPort is on. Choose the network that you want to join from the Network menu that pops up. You may have to enter a password if the network is password-protected.

How do I connect to my Wi-Fi via Linux

  1. Read the how to set up a wireless network in Linux article
  2. Go to Network Manager.
  3. Choose your "Encryption" (WEP or WPA) and enter your passkey.

General Tips

Before you perform a speed test from your connection, it's important that no other application is using your connection. Close all file-sharing and/or any other software that requires an internet connection (instant messaging applications such as MSN Messengers, Skype, Google Talk, Yahoo! etc.) Make sure also that there is not programs are running at startup that checks for updates such as antivirus, windows update etc.

How to improve broadband speed

Internet speed depends upon many factors. One of the main aspects to be considered is your own PC/Laptop. Download speed may vary based on the settings of the computer. If it is an old PC/Laptop, the upgrade of hardware may be necessary to improve the speed of your internet connection. There is no point in going for a fast Internet connection unless your PC/Laptop is ready to match with the Internet speed you have subscribed in.

Why do I get different results when I run the test?

The test shows the current throughput you can get on your internet connection. Factors such as network congestion and other downloads in progress can affect the available throughput

How do you know how fast is my Internet connection?

We calculate the speed of your connection by calculating the time it takes to download a predefined set of data

Any tips to get better test results?

For a more accurate result, refrain from using other browsers or programs while performing the test. Test your connection with an average to high spec machines (PC or laptop) and to make sure you do not have multiple devices connected to your Internet connection.

Click here to test your connection

You can also use the below sites

  1. jamii.co.ke/speedtest.html
  2. www.speedtest.net (Choose a local server)
  3. speedtest.etisalat.ae

Why am I able to send emails but unable to receive them?

Please check the following and if you are still not able to receive emails, please call our Customer Care representative by dialing 0711054100.

  1. Verify that you are entering the correct email password, and that the email client is configured as per the settings provided varied on where your domain is hosted; kindly call us for further assistance
  2. Verify with your domain host that your domain has not expired and mail settings (mx records) have not changed
  3. Check your email forwarding settings from within the web mail interface and make sure that forwarding is not configured

Why am I able to receive emails but cannot send them?

Please check the following and if you are still not able to send emails, please call our Customer Care representative by dialing 0711054100.

  1. Make sure you are writing your full email address in lowercase letters in the email address field, and that your email client is configured as follows: Outgoing mail server: smtp.jtl.co.ke or smtp2.jtl.co.ke, our outgoing server does not require authentication and smtp port is set to port 25 and without encryption
  2. If you have your own mail server or your mail is hosted by a different provider, make sure that the outgoing settings are correct and there is no issue at the hosts end.
  3. Make sure you are sending to a valid email address, any mistake in typing the address can cause this problem.