1 . Lets check your SIM card

Check the copper plating of your SIM card for any discoloration or chips. If you notice any damage, please visit one of our shops to replace your SIM card.

If there are no visible damage on your SIM card then proceed to next step.

2. Lets check your device

If you're using a 4G and VoLTE supported device, make sure 4G & VoLTE are turned on from device.

Open up network settings on your device and check if it is set to automatically select a network. Apple devices can reset their network settings from Settings > General > Reset > Reset Network Settings

    - If Ooredoo network is available but you cannot connect, perform a master reset on your device.
    - If still Ooredoo network is not available or if you're registered to Ooredoo network but not receiving signal, then the problem is most likely due low or no coverage in the area.

If unresolved after you have worked through these troubleshooting steps, then log a complaint and we will get back to you.

Log a Complaint

1. Lets finish off with the basic troubleshooting steps

Restart your device and turn off Wi-Fi to ensure you're using Ooredoo network. Make sure VoLTE is turned on in your device (if supported) and that you're in a good coverage area.

If you're not seeing signal bars, then check out our "Having signal issues or not getting service?" guide above to troubleshoot coverage issues.

2. Check your dialled number

Make sure you're dialling the correct number and not a number on your blocked/spam list. If you're calling an international number, the country code and use the dialler keypad to enter the number instead of using saved contacts.

Note that if reciever is in Roaming, then receiver should have sufficient balance to recieve the call.

3. Check your account balance

Make sure you have sufficient balance to make calls. You can easily check your balance from Ooredoo App Selfcare page > View Detail or by sending 'balance' to 5555.

If you do not have balance, then raastas your Prepaid or activate an add-on for your Postpaid connection.

If you're still unable to make calls from your mobile after working through these troubleshooting steps, then log a complaint and we will get back to you.

Log a Complaint

1. Let's make sure your internet settings are correct

Open up network settings on your device and check if it is set to automatically select a network.

Apple devices can reset their network settings from Settings > General > Reset > Reset Network Settings.

Android devices can create a new APN and fill below field in new APN
Access Point Name: OoredooData
APN: OoredooData

2. Delete the cache, cookies and history in your browser

3. Make sure data is toggled on and data limit off from device settings.

4. If you're able to connect but experiencing slow internet speed

Make sure you have sufficient balance to use internet (Prepaid) or if you have remaining package data allowance (Postpaid). You can easily check your balance from Ooredoo App Selfcare page > View Detail or by sending 'balance' to 5555.

If you do not have balance, then raastas your Prepaid or activate an add-on for your Postpaid connection to return to your package speed.

5. Conduct a  speed test

If still unresolved after working through these troubleshooting steps then log a complaint and we will get back to you.

Log a Complaint

1. Is your router working properly?

If you're using a Fiber Huawei router, you're router will look like this one below with slight changes as the model number varies.
Make sure all the cables are connected properly to your router and router is powered on.

2. Let's check the PON and LOS lights on your router

Below table shows the sequence in which your router lights will blink after being powered On. If your lights blinking in a sequence indicated by Green color in below table, your router is set up correctly, you can proceed to next step. If not, log a complaint with us and we will get back to you.

3. Make sure there are no overdue outstanding payments

You can check your outstanding easily by linking your SuperNet account to Ooredoo App or by logging into Selfcare portal.

4. Perform a hard reset on your router

Look at #6 indicated on the router above. You can press Reset by using a needle type object for longer than 10s to restore factory defaults to your router and reset the GPON terminal. If the indicator is off and then is lit, the system restarts successfully.

If unresolved after you have worked through these troubleshooting steps, then log a complaint and we will get back to you.

Log a Complaint

1. Make sure your account details are sorted

Check if there are any overdue outstanding payments on your connection.

Check if you have main package allowance left or an add-on activated. You can easily check this by linking your SuperNet account to Ooredoo App or by logging into Selfcare portal.

2. Restart your router

Off your router for about a minute and switch it back on.

3. Conduct a  speed test

Make sure that only the device you're testing with is connected to SuperNet during speedtest to ensure accuracy.

Note: Your speed may vary depending on many factors such as number of devices connected at once, if your main package allowance is exhausted, etc.
Please refer to the speed after FUA specified on our website to check throttle speed of your SuperNet plan.

If you're still experiencing slow internet speed, then log a complaint and we will get back to you.

Log a Complaint

1. Follow the simple instructions here to change your SuperNet Wi-Fi password.

Open Instruction Manual

If you're still experiencing difficulties in changing your password, then reach us on Ooredoo App Chat.

1. Here is an overview of your router.

2. From Network Status Indicator on the router, identify the status of the SIM.

If the indicator is a steady red, it means that

- The SIM is not recognized, could mean that the PIN has not been entered or PIN verification failed
- Failed to conect to a mobile network or an ethernet network.

3. Make sure the router is in an open space and from frm obstructions so there is good reception. Check if SIM is inserted to the router.

- If SIM is not inserted, then insert the SIM to the router and restart the router.
- You must be connected to another Wi-Fi/LAN to be able to proceed from here. If you do not have alternative means to access, then please chat with us on Ooredoo App Chat.
- If SIM is inserted, then copy and paste default gateway of router 192.168.8.1 to a internet browser

4. Go to Homepage and check the connectivity status of your router

- If there is no PIN required for your router then, you will see the Home page as here

- If there is a PIN set for your router then, you will be asked to enter a PIN as here.
Login with the default username and password as below and you will be directed to the Home page
Username: admin
Password: admin

5. When SIM is detected, it will show reception bars in Green with network type (3G/4G) indicated below.

The button with up and down arrow keys will remain in "Gray" color.

6. Push the button with up & down arrows to activate the data, the button should turn "Green". Then restart the router and you will be able to use internet.

If unresolved after you have worked through these troubleshooting steps, then log a complaint and we will get back to you.

Log a Complaint

1. Make sure your account details are sorted

Check if you have main package allowance left or an add-on activated. You can easily check this by logging into Selfcare portal.
For Postpaid HBB customers, check if there are any overdue outstanding payments on your account.

2. Restart your router

Off your router for about a minute and switch it back on.

3. Conduct a speed test

If unresolved after you have worked through these troubleshooting steps, then log a complaint and we will get back to you.

Log a Complaint

1. Visit Selfcare portal to request for your Faseyha Home Broadband ID

Request for your Faseyha Home Broadband ID

2. Enter your ID document number & click on Confirm

Enter the National ID card number, Work Permit number or Passport number that you gave while registering for the Faseyha Broadband service with us.

3. Your Faseyha Broadband ID will be sent to your mobile & email

We will send the ID to the mobile number and email that you gave while registering for the Faseyha Broadband service with us.

If you're still having trouble, then reach us via  Ooredoo App Chat  any time.

1. Let's try again, following the steps in the video. Here are a few tips to help you along the way.

- Make sure wallet limit is not reached. Basic & Silver wallets will have a llimit of MVR 5000 whereas Gold wallets will have a limit of MVR 20000 as cash-in limit.

- Make sure you have sent money to the correct Ooredoo BML account.

- After transferring and when you're attempting step 2, make sure to enter your full name of the bank account holder in the "Enter Bank Account Holder Name" field. (Note: This is the full name of the owner of the bank account given to BML when registering the account)

- Make sure you enter the exact amount that you have transferred to Ooredoo BML account in the "Enter amount to add" field.

2. Check the validity of your transaction to Ooredoo BML account.

You will be able to cash-in to m-Faisaa wallet within 5 days from transferring to Ooredoo BML account.

If unresolved after you have worked through these troubleshooting steps or the validity of your transaction has expired, then log a complaint and we will get back to you.

Log a Complaint

1. Lets check if your account is sorted

- Make sure you're using a Silver or Gold m-Faisaa wallet. If not, then click on "Upgrade" in m-Faisaa homepage and enter your information to complete registration.
- Make sure you have sufficient balance in your m-Faisaa wallet to send money.
- Make sure you're trying to send money to a m-Faisaa registered number.

2. Let's try again following the steps in the video

If you're still having trouble, then log a complaint and we will get back to you.

Log a Complaint

1. Check your wallet balance

Make sure you have sufficient balance in your m-Faisaa wallet to make payment.

2. Scan the QR code correctly

Make sure that the entire QR code is visible on your screen for better scanning.

3. Let's try again following the steps in the video

If you're still having trouble, then log a complaint and we will get back to you.

Log a Complaint

1. Check your wallet balance

Make sure you have sufficient balance in your m-Faisaa wallet to make payment.

2. Enter the Merchant m-Faisaa number

Make sure that you're entering the correct Merchant number.

3. Let's try again following the steps in the video

If you're still having trouble, then log a complaint and we will get back to you.

Log a Complaint

1. Watch below video and follow along to save or remove bill account numbers

Remembering bill account numbers can be a hassle! Now you can save your bill account numbers easily as favorites.

If you're still having trouble, then log a complaint and we will get back to you.

Log a Complaint