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Contacting Business/Sales

For business inquiries please contact our sales at connect@socifi.com or contact your local SOCIFI representative if available. Our customer support heroes will get in touch with you shortly to discuss your business case further. Please share information about your desired goal and describe your network (sizing and vendors). 

Contacting Tech/Support

Send us an email to support@socifi.com

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You can expect an initial response update within 12-24 hours (Monday-Friday).

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General information required to troubleshoot for all reported issues

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The brand name you're experiencing the issue with.

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-Problem description

-Steps taken so far to troubleshoot

-If reproducible, please provide step by step instructions how to reproduce the reported issue

-Date, time, and timezone when issue occurred

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Hotspot / Access Point related issues

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MAC Address of affected Hotspot. You can find MAC Address of your Wi-Fi equipment in the Dashboard under Hotspot tab.

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MAC Address of the device you're testing your Wi-Fi with.

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A Screenshot or video (ScreenRecord) to help speed up the investigation process

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Export of configuration file where applicable (e.g. Mikrotik)

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How to troubleshoot Wi-Fi connectivity issues


If you are having issues with your Wi-Fi, please follow the steps below:

 

  1. Turn your Wi-Fi equipment off and on again.
  2. Check if you have followed our documentation and configuration guide. 90% of issues are caused by incorrect configuration.
  3. Check if your Walled Garden is up-to-date. If you use White-Label, don't forget to add your own domain.
  4. Check if you use supported firmware.

If the above steps do not resolve the issue, please contact SOCIFI support team for more help. 

 

Tip

When planning any major changes or in your deployments, please inform us in advance in order to get the premium service you are looking for. With a minimum of 72-hour notice, we can accommodate most requests.

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