Internet works, but a specific website or app doesn’t load?

Internet works, but a specific website or app doesn’t load? Don’t worry, we’re here to help. Try the steps below first before contacting support. In many cases, this already solves the issue.

Still no connection? Please copy the checklist at the bottom of this page into your support email. That way, we’ll have the right details to help you faster.

Possible causes:

• The website or app is temporarily offline

• A DNS or routing issue

• Blocked by a firewall

• An internal network problem

Steps to try:

• Test with another browser (Edge, Firefox, Chrome) or another device

• Try using mobile data (4G) or another backup connection. If that works, the issue is likely with your fixed internet connection

• Restart your device and try again

• Check if other websites or apps are working fine

Problem not solved? Copy the checklist below and include it with your support request to support@dstny.be

When did the problem start?
[Add date and time]

Is your internet connection working in general?
[Yes / No]

Did you test with mobile data (4G)?
[Yes / No] → [If yes, did it work there?]

Which website or app isn’t working?
[Enter the name and URL if available]

Have you tried another browser or device?
[Yes / No]

On how many devices does the problem occur?
[ ] All devices
[ ] Only one or a few devices

Ping or tracert results:
[Paste the results or add screenshots]

Your current public IP address (find it via www.whatismyip.com):
[Enter the IP address]

Are there any error messages?
[Yes / No] → [If yes, describe it or add a screenshot]

Brand and model of your modem/router:
[e.g. Cisco 1100, Huawei AR161, …]

Have you already restarted your modem/router?
[Yes / No]