User support

The speed and stability of the internet connection are guaranteed exclusively through a cable connection, while via WiFi they are not guaranteed (our devices have a range of only 3 to 5 meters). If you require greater coverage, you will need to install your own additional router.

Please test the speed via cable, and if there are deviations from the values specified in your contract, send us the measurement results obtained through www.speedtest.net to kontakt@A1.mk.

The speed and stability of the internet connection are guaranteed exclusively through a cable connection, while via WiFi they are not guaranteed (our devices have a maximum coverage range of 3 to 5 meters).

If you require greater coverage, you will need to install your own additional router.

Please test the speed via cable, and if there are deviations from the values specified in your contract, send us the measurement results obtained through www.speedtest.net to our email address: kontakt@A1.mk.

You need to check whether the WiFi option on your modem/router is enabled – specifically, whether the Wireless indicator light is on.

If you are using a Technicolor cable modem/router, press the button located on the right side of the modem.

If you are using a Combo Box device, restart the device by pressing the “Reset” button with a pin. The button is located on the top side of the router.

You can watch video tutorials that explain how to change your WiFi password based on the modem/router model you are using:

ComboBox ZTE MF283+
ComboBox ZTE MF283V
ComboBox ZTE MF283U
ComboBox ZTE MF286R
ComboBox ZTE MF296R
ComboBox Ping L3630-W3
ComboBox Huawei 315B

A modem enables access to the internet through the line/network of the internet service provider. 

For DOCSIS (cable connection) and FTTH (fiber‑optic connection), the device includes a built‑in router and Wi‑Fi module for wireless connectivity within the home. For additional wired devices, use the LAN ports or connect your own router/switch. 

No, additional configuration is typically not required. 

Please check the following: Set the connection type on your router to DHCP. 
Connect the router to the modem/ONT device using a network (Ethernet) cable. 
Restart the modem/ONT device (disconnect it from the power supply and then reconnect it). 

All our modems typically feature 4 physical LAN ports (allowing up to 4 wired devices to be connected directly). If you are using interactive TV, some of the ports may be occupied by receivers, so typically 2–3 ports remain available for internet use (depending on the number of receivers). 

If you require more wired connections, connect a switch or an additional router to one of the LAN ports. 

Approximate calculation: Mbps ÷ 8 = MB/s. 

Example: 50 Mbps ÷ 8 ≈ 6.25 MB/s. A 4 GB file (≈ 4000 MB) downloads in 4000 ÷ 6.25 ≈ 640 seconds, i.e. approximately 11 minutes (under ideal conditions). 

By default, IP addresses are dynamic (they change). If you require a static IP address, you need to submit a request at a sales office. A monthly fee of 299 denars applies for a static IP address. 

This depends on how the devices are being used. Typically, 4–5 devices (for browsing, YouTube) can operate without issues even on a lower-tier package (e.g. 15 Mbps). With higher speeds (e.g. 100 Mbps and above), a greater number of devices can be used simultaneously. 

The speeds depend on the selected package. Examples of maximum speeds (depending on the offering): 

DOCSIS (cable): up to 300/20 Mbps (download/upload) 

FTTH (fiber‑optic): up to 300/300 Mbps (download/upload) 

Please check whether Wi‑Fi is enabled (is the Wireless/Wi‑Fi indicator on) and enable it using the corresponding button on the device: 

Technicolor (DOCSIS): button located on the right side of the modem 

Ubee (DOCSIS): WPS button on the front side 

Huawei (FTTH): WLAN button on the right side 

ZTE (FTTH): Wi‑Fi button on the right side 

If Wi‑Fi is enabled but still not working, restart the device (disconnect it from the power supply and reconnect it)