How to troubleshoot Internet Connection Problems

Can only access the WIZ website (www.wiz.co.zm)

If you are able to only access www.wiz.co.zm, please check your subscription status by logging into your accounts portal off the same site. If your account is disabled, you will need to activate a subscription provided you have sufficient balance in your account. If you do not have a balance, you will need to make a payment first.

Cannot access anything on the Internet

(1) Test the connection from another networked device.

If you are only facing internet connectivity issues on one device, check that the device is properly connected to the WIZ connection. Also if possible do an antivirus scan on the device and try installing a different browser and accessing that website in the other browser. There are lots of other software problems that could be the cause, including a misconfigured firewall on your router.

If however all your devices have no internet connectivity, go to Step (2)

(2) Check your physical connections

Ensure you check the physical connections before getting too involved with troubleshooting. Someone could have accidentally kicked your router or radio power cable or pulled an Ethernet cable out of a socket, causing the problem. If the connection is still down, try to reboot the router & radio and re-test after a few minutes. Also make sure the device you are testing from is connected to WIZ and not any other internet connection that you may have.

If the connection is still down, go to Step (3)

(3) After ensuring your computer is connected to the WIZ connection, open a Command Prompt window from your Start menu and run the command 'ping 192.168.0.1' and thereafter 'ping www.google.com'. This command sends several packets to the address you specify. The web server responds to each packet it receives. The output will look something like:

If you receive 'Request Timeouts' to 'ping 192.168.0.1', please recheck the connection and ensure all the relevant equipment is powered on before contacting our support team with the results of the ping test.

If you receive 'Replies' to 'ping 192.168.0.1' but not to 'ping www.google.com', please contact our support desk for further assistance.

If you receive 'Replies' to both 'ping 192.168.0.1' and 'ping www.google.com', please contact our support desk for further assistance.