FAQ’s

Technical support

• Are the modules you sell compatible or original?
• How do I add an option to my MAX or OTDR?
• How do I clean my fusion splicer?
• I can see my electrode on the screen.
• I can’t complete any fusion splices.
• I can’t see my fibres on the screen.
• I can’t take or read my OTDR measurement.
• I have an error message on my equipment (switch, router, etc.).
• My fusion splicer makes poor fusion splices, I have a lot of dB loss.
• My machine doesn’t have a user manual, were can I find one?
• My module isn’t compatible.
• My photodiode is blown.
• One of my fibres is taller than the other.
• The transceiver’s receiving power is still very low while the transmitting power on the other side is correct.
• What is the warranty for optical modules?
• Where can I find an optical module data sheet?
• Where can I find the data sheets?
• Why does the power of my laser suddenly drop?

Products

• The product I’m looking for isn’t in the catalogue.

Order

• Can I pay for my order in instalments?
• How can I place an order with Infractive?
• What are the payment methods?
• What are your delivery times in Europe?

Delivery

• What are your delivery times in Europe?
• What are your international delivery times?

Invoicing

• Can I pay for my order in instalments?
• I haven’t received my invoice, how do I request it?
• I've cancelled my order, how do I get my credit note?
• My invoice isn’t correct or it’s missing a reference.

Returns/After-Sales Service

• Have you got any second-hand fusion splicers?
• How can I return a device to the After-Sales Service?
• How do I clean my fusion splicer?
• I can’t see my fibres on the screen.
• I want to buy a more up-to-date fusion splicer, can you take my old one back?
• My fusion splicer isn’t working.
• My product isn’t working, do I have to pay to return it?
• What’s not included in my warranty?