1. Report the issue online:

   a. Visit our helpdesk at https://support.ndma.gov.gy/.

   b. You'll need to create an account if you haven't done so already.

   c. After logging in, you can create a ticket to describe your issue. Our helpdesk team will review your ticket and reach out to you promptly.s

2. Need help creating an account or a ticket?

   a. For step-by-step guidance, please see our customer guide at https://support.ndma.gov.gy/kb/customer/customer-guide.

   b. Alternatively, you can contact our Network Operations Centre (NOC) directly for assistance on 2235407 or 608226.

After making a report, the Network Operations Centre (NOC) will contact you to go through a few troubleshooting steps and update your ticket number with all collected information. The NOC will then provide your ticket number, and you can use it to receive updates on your ticket status by contacting the NOC.

For NDMA to provide you with the optimum level of service, where applicable and when available, kindly provide the following information in the ticket:

1. A detailed description of the issue
2. Relevant background information (Has the configuration worked in the past? Is this a new configuration? Have any changes been made recently to the network or application?)
3. A network diagram with the IP addressing clearly indicated
4. Configuration file(s)
5. Debug log(s)/Error messages
6. A description and the results of your troubleshooting steps
7. Your availability to work with NDMA support
8. Names of any NDMA employees who you spoke to
9. Pictures of the installation

There are multiple ways to make such a request

1. You can make a request through your Parent Organization (e.g. Ministry of Education for Schools)
2. You can create a ticket on the Help Desk platform by changing the issue type to Service Request.

Yes! The NDMA has multiple capable technicians working around the clock to provide support, even on the weekends and holidays. NDMA also has engineers on-call to provide support if escalation is required.

The NDMA does not extend its services beyond Government entities.

NDMA provides WiFiGY services to Government buildings and other public spaces. This wireless network is intended to be open for all to use. If NDMA provides a wireless service that is password protected, you will be unable to change that password since the device is managed by NDMA. Instead, create a ticket on the Help Desk platform by changing the issue type to Service Request.

NDMA’s LTE connected customers are provided with three devices for service delivery. These are the modem/antenna (also referred to as a CPE) usually mounted on the roof of the location which will connect to one of our LTE Towers and receive the signal, a power over ethernet adapter (POE) which provides power to the CPE and provides a port for the connection of a wireless access point (also referred to as WiFi router) that will distribute the service wirelessly to your devices.

The NDMA will provide and install the CPE and POE for each customer. If WiFiGY service is delivered, NDMA will provide a wireless access point. However, for paid internet service, you must provide your own wireless access point.

The devices do not come with a backup battery or surge protector, however, the NDMA encourages you to install such devices.

The first step is to verify that the devices are receiving power by looking for any lights on the wireless access point and the POE.

The second step is to ensure cables are connected correctly and securely.

The third step is to perform a power cycle by unplugging the power cable from the POE, waiting for a few seconds and plugging it back in.

If you are still without service after the power cycle, you should then create a ticket on our Help Desk platform and one of our technicians will contact you to provide support.

If you would like to relocate the service, a request would have to be made on the Help Desk platform.

The first step is to verify that the devices are receiving power by looking for any status lights on the router.

The second step is to ensure cables are connected correctly and securely. Check for any lights on the WAN port or fibre port of the router. The fibre optic patch cord is yellow.

The third step is to perform a power cycle by unplugging the power cable from the device or turning off the switch, waiting for a few seconds and plugging it back in.

If you are still without service after the power cycle, you should then create a ticket on our Help Desk platform and one of our technicians will contact you to provide support.

You can check your public IP by typing ipjaguar.com in google or “Whats My IP”. If the result (which is your public IP) starts with 168.232.144 or 168.232.145 or 168.232.146 or 168.232.147 then you are using NDMA’s internet service.

Ensure that the speed test is done by connecting a cable directly to the router from a computer/laptop.

Perform a speed test using a reliable online tool (https://www.speedtest.net/ or speed.govnet.gy) to determine your current internet speed.

If the speed is significantly lower than expected contact NDMA technical support.

1. Check if any other device can connect to the WiFi network.
2. If yes, restart your device.
3. Alternatively, try forgetting and rejoining the WiFi.
4. In some cases, your device might only be operating on the 2.4GHz frequency and the access point is broadcasting on the 5GHz frequency. Ensure your device is compatible with the broadcasting frequency of the wireless access point.