Preparing for an in-home fiber diagnostic in Marrakech: a useful checklist

Describe the problem with examples

Before the visit, note when the problem began, whether it is constant or intermittent, and exactly what happens: an outage, slow speeds, no Wi-Fi, or an unusual indicator light. In a riad or guesthouse, specify the rooms and floors affected and the times when occupants notice the problem.

Let us know whether the issue affects just one device or whether several devices show the same symptoms. If you have already compared performance near the router and in a bedroom, briefly describe what you found. There is no need to run lots of tests or buy equipment before we have clarified what you need.

Take useful photos without revealing private information

• A clear photo of the router’s indicator lights, without the password label or account details;
• an overview showing where the router is and any visible cables, without moving the installation;
• a very simple sketch of the affected rooms and the places where the connection works;
• if needed, a photo of the optical termination point, taken without opening or dismantling its enclosure.

Avoid posting a Wi-Fi password, access QR code, IP address, serial number, or complete invoice. Photos can help provide context, but they do not replace on-site checks.

Keep the installation accessible; do not dismantle it

If possible, make the router and optical termination point accessible inside the home. Keep the power supply available and indicate which equipment belongs to the operator. Do not unplug the fibre connector, open sealed enclosures, or touch enclosures or cabling located outside the home.

Also avoid performing a factory reset or making advanced settings changes just before the diagnostic: these actions may erase useful information or make it harder to restore the previous configuration. If you have already changed a setting, simply make a note of it.

Understand what the diagnostic covers

An in-home diagnostic covers accessible components in the property, such as the optical termination point, internal cabling, router, and Wi-Fi, depending on the agreed scope. It does not mean the technician will work on the external network or equipment belonging to the operator. If the evidence points outside the home, the operator remains the point of contact for that part.

Check the Help page before the diagnosis to review the terms and the price shown before requesting a visit. This will help you provide a clear description without confusing an indoor diagnosis with a network-outage repair.