FAQs

Q?

How to change the tariff plan?

A.

This is easy to do from your personal account. Select “Change Package” from the menu. You can always change the tariff plan yourself, both in the direction of accelerating it and vice versa.

Q?

Internet speed lower than stated?

A.

Measure the connection speed on a computer connected to the router using a cable (2-5th ports). Measurement data via Wi-Fi without connecting a router to a computer differs from the real speed, and some mobile devices cannot generate the speed necessary for checking

Q?

Field Technical Support

A.

If it is impossible to diagnose or fix the problem remotely, our technical support will arrive on the day of contact or on the next business day. In any case, we will agree on the date and time. The company will perform all work related to the support at its own expense, if the fault for the non-working condition lies with the subscriber.
Please do not unplug the router or reconnect the cable. The router stores data that is reset upon reboot. This will complicate the diagnostic process.

Q?

If there is no internet connection?

A.

1. Check if the router is plugged in (the indicator blinks green).
2. Check if the Internet cable is connected to the router (port with
WAN or Internet) and to the injector (small power supply).
3. The injector must be plugged in (the indicator lights up green).
4. The wire from the router is connected to a port called Gigabit Data.
5. A cable leading to the antenna exits the Gigabit Data + Power port.

Q?

Forgot your username and password from your personal account?

A.

You need to send a letter to info@citycellfiber.com, in the letter you need to indicate your BILLXXX subscriber number name and surname. Or you can call the office.
Please note that the username and password will be sent to that mail by letter or that phone in the form of SMS, which were indicated by the subscriber at the conclusion of the contract.

Q?

Forgot WIFI Password?

A.

You can call the office with your BILLXXX subscriber number, and we will send you a WiFi password for the registered phone number.

Q?

What is the Promised Payment service?

A.

Everyone faced a situation when, returning from vacation or after a weekend spent outside the house, the balance on the personal account is less than we would like, and there are no funds to replenish the account or there is no financial opportunity. It is in this situation that you can take the promised payment. This is done very quickly, just go to your personal account, which is available with a negative balance and activate the service for three
of the day.

Q?

How to enter your personal account?

A.

The contract contains the link my.citycellfiber.com where you must enter the username and password also specified in the contract.

Q?

What is a subscriber’s personal account?

A.

This is a special, secure section on our website where information is available to each subscriber about a personal account, about a company, about a set of services, etc.

Q?

Office hours and technical support?

A.

The office is open from 9:00 to 18:00, technical support on weekdays answers calls from 9:00 to 23:00. On weekends, tech support answers calls, customers can also leave a voice message.

Q?

How to block?

A.

Given the seasonal format of residents' stay in Cyprus, CityCell offers the service “temporary voluntary blocking”. By activating the service from your personal account, for only 5 euros, the subscriber suspends the monthly charge of a subscription fee for up to three months. Read the detailed conditions in your personal account, or specify in the sales offices in person or by phone +(357) 25252520

Q?

How to pay?

A.

There are 4 ways:
1. Online payment. Your contract contains the login and password from your personal account on the site my.daxinet.com The payment section has all the instructions.
2. Payment through the Bank. In the subscriber’s personal account there are our details for payment. Be sure to indicate the BILLXXXXXX customer number in the payment details when paying at the bank
3. Payment to the courier, only subject to payment of 2 months or more.
4. Payment at our office. By the address Leoforos Archiepiskopou Makariou III, 235, Estia house, CityCell office, 3105, Limassol

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