Don't worry – disconnections happen occasionally and are easy to fix.
STEP 1 – Check your internet connection
Make sure your Wi-Fi or internet is working. If other people in your home are using the internet heavily at the same time, this can slow things down.
STEP 2 – Restart your router
Turn off your internet router (the box that provides your Wi-Fi), wait 30 seconds, then turn it back on. Wait one minute for it to reconnect.
STEP 3 – Try to reconnect
Click the "Reconnect" link on this page, or double-click the Ailova·Care icon on your Desktop.
Note: Severe weather (thunderstorms, strong winds) can sometimes affect internet connections. If this is happening, try again once the weather improves.
Still can't reconnect?
Contact us using any of these options:
- Live chat – click the green button on our website
- Phone – see our contact numbers on the Contact page
- Email – we usually reply within 24 hours
We can also call you back if that is easier.
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