Disruptions in your connections? - Elisa ja Saunalahti asiakaspalvelu

Disruptions in your connections?

On this page we have gathered instructions for instances of service disruptions or failures. Most of the problems can be solved with the help of these instructions alone.

1) Restart your device

 

Many disruptions can be solved by restarting the devices (eg. modems, set top boxes, phones, etc.). Try restarting your device and if the problem persists, see our detailed troubleshooting instructions below.

2) Check the error bulletins and the disruption map

   

If the disruption is already known, there is no need to report it to us. We are already busy working on the problem and will do everything we can to solve it as soon as possible!

Once the problem has been solved, restart your device.

3) Troubleshooting

Choose the most suitable option for you:

  • Try troubleshooting yourself with the instructions below
  • Save time and energy and contact the Elisa Omaguru expert (weekdays 8-21, Sat 9-17). Click here for assistance!

Tips for troubleshooting

If there are no known disruptions, log into OmaElisa to make sure that your service hasn’t been temporarily closed due to an unpaid invoice. If there are no outstanding invoices, choose the applicable troubleshooting option and follow the steps outlined below:

Elisa Viihde is not working

1) Restart your modem and set top box

Restart the modem and set top box by unplugging the power cord for approximately 10 seconds. Plug them back in and restart the devices.

2) Wait for a few minutes

3) Is everything OK now?

If Elisa Viihde is now functioning, great – problem solved! If not, continue troubleshooting.

4) Check the cables and wireless network (WLAN / WiFi) functionality

Often, when troubleshooting, it turns out that the power cord has accidentally been disconnected when, for example, vacuuming, and not reconnected. If you experience service disruptions, make sure that all cords are in place and firmly in their sockets. If you are using the Internet over a wireless network (WLAN/WiFi), also check the functionality of the wireless network.

If you want to get help from an expert, you can always call OmaGuru (weekdays 8-21, Sat 9-17).

5) Restore the set top box factory settings

If the internet is functioning, but Elisa Viihde is not, you should try restoring the set top box factory settings. You can find instructions for restoring factory settings here (in Finnish).

6) If these troubleshooting instructions did not help, contact our customer service

If you did not resolve the issue and there is no known general disruption in your area, we ask you to contact our customer service to report the disruption.

My broadband connection is not working

1) Restart your modem

Restart the modem by unplugging the power cord for approximately 10 seconds. Then plug it back in and restart the device.

2) Wait for a few minutes

3) Is everything OK now?

If your connection is now functioning, great – problem solved! If not, continue troubleshooting.

4) Check the cables and wireless network (WLAN / WiFi) functionality

Often, when troubleshooting, it turns out that the power cord has accidentally been disconnected when, for example, vacuuming, and not reconnected. If you experience service disruptions, make sure that all cords are in place and firmly in their sockets. If you are using the Internet over a wireless network (WLAN/WiFi), also check the functionality of the wireless network.

If you want to get help from an expert, you can always call OmaGuru (weekdays 8-21, Sat 9-17).

5) If these troubleshooting instructions did not help, contact our customer service

If you did not resolve the issue and there is no known general disruption in your area, we ask you to contact our customer service to report the disruption.

My mobile phone connection is not working

1) Restart your mobile phone

Turn your phone off for 5-10 seconds and then restart it.

It is recommended to restart a smartphone regularly. This prevents many functionality-related problems.

2) Check the settings

Sometimes when troubleshooting, it turns out that the phone is missing the correct settings. To check your settings, please see our detailed device guides (in Finnish).

If you want to get help from an expert, you can always call OmaGuru (weekdays 8-21, Sat 9-17).

3) If these troubleshooting instructions did not help, contact our customer service

If you did not resolve the issue and there is no known general disruption in your area, we ask you to contact our customer service to report the disruption.

My mobile broadband connection is not working

1) Do you have a mobile router or a USB modem?

Mobile router:

Restart the computer and the mobile router by unplugging the power cord for approximately 10 seconds. Then reconnect the cord and restart the devices. If you are using the internet via a wireless router (WLAN/WiFi), also check the functionality of your wireless network.

USB modem:

Remove the USB modem from the computer. Restart your computer. Only insert the USB modem into the computer when it has started completely.

2) Wait for a few minutes

3) Is everything OK now?

If your connection is now functioning, great – problem solved! If not, continue troubleshooting.

If you want to get help from an expert, you can always call OmaGuru (weekdays 8-21, Sat 9-17).

4) Check the functionality of the SIM card

Check the router/USB modem for the SIM card to be in place. Remove the SIM card for a moment, and then place it back. If possible, test your SIM card in another device. You can find more instructions on this topic here (in Finnish).

5) If these troubleshooting instructions did not help, contact our customer service

If you did not resolve the issue and there is no known general disruption in your area, we ask you to contact our customer service to report the disruption.

My cable TV is not working

1) Restart your set top box and your TV

Restart the set top box and your TV by unplugging the power cord for approximately 10 seconds. Plug them back in and restart the devices.

2) Wait for a few minutes

3) Is everything OK now?

If your cable TV is now functioning, great – problem solved! If not, continue troubleshooting.

If you want to get help from an expert, you can always call OmaGuru (weekdays 8-21, Sat 9-17).

4) Check the cables

Often, when troubleshooting, it turns out that the power cord has accidentally been disconnected when, for example, vacuuming, and not reconnected. If you experience service disruptions, make sure that all cords are in place and firmly in their sockets. If possible, test the service with another antenna cable.

5) If these troubleshooting instructions did not help, contact our customer service

If you did not resolve the issue and there is no known general disruption in your area, we ask you to contact our customer service to report the disruption.

 

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