INFO GUIDE

Let us show you the equipment we use during installation, how it all works, and the jargon we sometimes use. All for your own better understanding.

Wireless Internet

For our wireless installations, we used two types of routers. The most recent installations will have the Hap AC Lite ( 1st image), while the older installations had the Miktrotik Router (2nd image). In terms of their look, they are very different, however, in terms of what they do, they are the same. The 3rd image is the device which connects the router and dish together and permits the internet connection. This device is known as the PoE (Power over Ethernet). If you check the diagram below, you can see that the LAN connects to your router, while the POE connects directly to the dish on your roof. The 4th image is the CPE (Dish) itself which sits as high as possible outside. As you can see, it looks very much like a satellite dish you would use for Dstv. All the devices are linked together using the network (LAN) cable, seen in the 5th image.

How does it look from a top view?

The CPE is the dish installed outside, that links to one of our towers. It needs to be properly aligned for an optimal connection, and not have any obstructions between it and the tower (trees, bushes, walls, wooden boards, etc). It is normally mounted on a metal pole, which is secured to a wall with a bracket.

How does it all connect together?

1.The router is the hardware which connects you to the internet

2.When the cables are plugged in correctly into the router, the router will have a green light by the port into which the cable is plugged

3.The LAN cable runs from the router to the POE device’s LAN Port

4.The LAN port on the POE must be green reflecting that the cable from the router to the POE is plugged in correctly

5.The POE light must be green to reflect the cables are plugged in correctly

6.The LAN cable will run from the POE port to the dish which is mounted on your roof

7.The power cable of the POE (Kettle Plug) will run directly into the main power source in the wall. Sometimes the power can be faulty, resulting in no power to the POE

8.If all the cabling is accurately plugged in and working, your devices can connect to the router

Here are some questions you can expect from our support staff when you call the  Helpdesk?

Please note that you can also follow these steps before calling the helpdesk, and possibly save yourself a little time.

1. Please check if there is power (Green Lights showing) on the router

2. Is the Lan Cable plugged into the port on the router?

3. Is the Lan Cable plugged into the POE?

4. Which devices (Cellphone, Smart TV, Tablet) are you experiencing issues with?

5. Are you testing the wifi signal? If so, how far are you from your router? FYI, the further you are from your router when testing the wifi signal, the more likely the drop in signal from the device.

6. When are you experiencing the issue? FYI, this may be asked to determine peak times, number of active users, when dialing into a specific server (local or international).

7. Is the power on the wall on? This may be asked should no lights be on the router. While it seems trivial, we do experience this issue on a regular basis, so its always best to check.

These are some simple troubleshooting questions asked, but should none of the above be an issue, the helpdesk agent will ask a number of other questions while he/she investigates the connection. The agent may also be able to tell you fairly quickly if there is a current issue with the highsite (Tower) to which you connect.

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