If you require support, please contact the BreedeNet Office at: or

Transcription

1 If you require support, please contact the BreedeNet Office at: or BreedeNet 2016 Unauthorized reproduction prohibited Version 11

2 Jargon Buster Most problems that may occur with Wireless Internet has to do with the connection at home and is simple to resolve. It is however essential to familiarise yourself with the Wireless jargon. Let s explain: Fixed Wireless Internet The type of Wireless Internet we utilise is better referred to as Point-to- Point Fixed Wireless, meaning that a wireless Internet signal is beamed from the BreedeNet Headquarters to a High Site or Tower which then sends the signal down to individual homes. From there, the Internet signal is relayed with an Ethernet cable to a computer, router or switch. High Site/Tower: A high site is the wireless station on the mountain tops that beams down the wireless internet signal to customers. These stations are equipped with wireless equipment, batteries, solar panels and some with wind chargers to ensure maximum uptime.

3 CPE: Customer Premises Unit The CPE is the device fixed on top of the roof. The CPE receives the wireless signals from the High Site. They are sometimes also referred to as a Mikrotik, Poynting, Nano Station, SXT or Groove. They vary in strength and frequency. POE: Power Over Ethernet A small device located inside the house or business which provides power to the CPE, but also relays the wireless signals to a computer via a cable. The POE needs a constant power supply. If it has no power, the CPE cannot function. The POE-OUT port connects to the cable that runs to the equipment on the roof. The LAN port connect to the cable that runs to the computer, switch or router.

4 PPP/PPPOE Point-to-Point Protocol Over Ethernet PPPOE is the connection your CPE makes to the BreedeNet servers to allow the Internet to flow. The CPE uses your username and password to make the connection. Without this connection the Internet won t work. Wireless Router or Switch A router is also located on the premises, supplying the house/business with wireless internet, with limited range. A Switch looks similar but it distributes the internet signal to other computers via cables.

5 Support Portal BreedeNet has a online Support Portal to help you resolve any issue faster and more efficiently. Log on to: From the portal you can do the following: 1. Add a topup to your account 2. Download Teamviewer Teamviewer is software that allows a BreedeNet support specialist to remotely help you on your computer. 3. Submit a ticket. Here you can submit a support ticket, for our Support Specialists to assist you. 4. Knowledgebase: Search through frequently asked questions and articles to help you self-diagnose your problems. 5. News: In the event that BreedeNet is experiencing issues, notifications will be posted here. The support portal also allows you to track any tickets you have logged with BreedeNet, but also to view a history of all your tickets. Support tickets are there to help the BreedeNet Staff keep track of issues, but also for you as a valued client to be in control of your communication with us.

6 Setup Setting up on Microsoft Outlook 1. Launch Microsoft Outlook 2. Select File from the top menu bar and then Info and Account Settings then Add a new account 3. On the Auto Account Set-up screen, click Manually configure server settings or additional server types. Click on Next. 4. Select Internet and click Next. 5. Enter all the relevant details (Select POP3 as the server type) and then click More Settings (Note: Outlook will auto-fill your user name, please ensure you fill in your entire address as the username) 6. Click on the Outgoing Server tab and ensure that the My outgoing

7 server (SMTP) requires authentication checkbox is selected, as well as Use same settings as my incoming mail server. 7. Select the Advanced tab 8. Ensure your settings match these below: The Incoming server (POP) port is set to the default (110) The Outgoing server (SMTP) port is set to Click OK, then Next and Finish. 10. Your Outlook mail program should now be set up to send and receive mail. Settings All s that are hosted by BreedeNet follow the same formula for incoming and outgoing mail settings. Here are the basic settings POP Mail: [e.g. Incoming (POP) server: mail.your-domain.com [e.g. mail.breede.co.za] Outgoing (SMTP) server: smtp.your-domain.com [e.g. mail.breede.co.za] Account / User Name: you@your-domain.com [e.g. johndoe@breede.co.za] SMTP Authentication: On (same Username as POP) SMTP Port: 587 Please note that settings differ from provider to provider. If your mail is not hosted with BreedeNet, please get the settings from your provider or phone the office for help with your setup.

8 Check Usage To monitor your Internet Usage, just follow a simple few steps 1. Go to 2. Type your username and password in the Usage Section (see on the right). 3. This will take you to a new website which will show you your usage up to that date. Interpreting the Usage The Summary page helps you to see how much data you have used and how much data is left. The Total Bandwidth indicates the combined data remaining of your monthly cap and topups. Total usage shows how much data have been used in the month.

9 You are also able to see how many self topups have been loaded as well as how many by the BreedeNet Office, plus when the topups expire. Did you know? You can use your BreedeNet internet username to connect to any AlwaysOn hotspot in South Africa. Only available to Gold Package customers.

10 Self Topup BreedeNet clients can now load their own topups, without having to contact the office. Simply login to our website as you would for checking your usage, or visit Login with your Internet username and password and click on the topup button. Select the size of your topup by using the slider and then click on topup at the bottom of the screen. It is that simple! The added bonus is that it cots R10 per gig less if you do your own topup. Protect your computer from Viruses It is very important to protect your computer from viral attacks with good anti-virus software. Ask your local computer shop for it s recommendations. There are a lot of good of software available.

11 Usage Query We are inundated with clients complaining about their usage, saying it is impossible for them to use that such volumes. Unfortunately if bandwidth is not monitored and care is not taken with one s activities online, the result can be costly. What consumes bandwidth? The common reason for high usage is: Virusses (usually indicated with high uploads) Downloading movies & music Watching YouTube videos Streaming Videos and Music Using Skype and in particular Video Skype Facebook: Facebook does not use a lot of data. What does, is if you watch a lot of photos and view videos posted on the page Viewing Graphic Intensive Websites Playing online games Listening to Radio online Virus updates Windows updates Downloading programs/software Using software like Dropbox, Skydrive & Box How can I control my bandwidth usage? The best advice we can give, is to monitor your usage daily, so that you can spot irregularities early. Please note that Breedenet does not keep record of your Internet Usage. What you do on internet is your business. We therefore cannot tell you what program or website caused you to consume large volumes of data.

12 Troubleshooting To solve an Internet/ problem, one must answer the following question: Is there more than one computer connected to the Internet? If you answer is Yes, please read section A and if your answer is NO read section B Section A: Diagnosis of problems with your internet supply to multiple computers 1. Unplug the power of the POE for 3 minutes. Make sure the POE light is off 2. Unplug the routers or switches 3. Reconnect the POE, make sure the POE light goes on (Note: The white POE s do not have a light) 4. Then at 15 second intervals, reconnect routers and/or switches. 5. Make sure the network cables are securely plugged in to the computers and the routers/switches 6. Try the Internet again If the problem persists, please contact us. If the Internet works on all but one computer, make sure the network cable is securely plugged in and that the Wi-Fi Connection is active Section B: Diagnosing Internet problems for a single computer 1. Unplug the power of the POE for 3 minutes. Make sure the light is off. 2. Reconnect the POE, make sure the POE light goes on (Note: The white POE s do not have a light) 3. Try the Internet again

13 VOIP Usage To view real-time usage of your VOIP account, please visit the BreedeNet website and type in your telephone number & password in the VOIP Usage dialogue box. The following page will open to show the call records with its respective costs. All records shown here are in real-time, in other words, as soon as a call is finished it will be displayed.

14 Uncapped Explained Breedenet offers several uncapped options, namely Bronze, Silver and Gold. These packages are for specific uses and have different pricing. Bronze: All speeds are indicated as up2 speeds which means that a specific speed is not guaranteed, but we strive to give a close to the speed as we can. Please note that there are several factors that affect speed, not all of which is in our control. This package is ideal for home users and is our entry level product and enjoys lower priority during business hours, but higher priority after hours. Each bronze package is subject to a fair use limit. When that limit is reached, the internet connection may be shaped. In other words, non essential Internet will become slower. Silver: This Package is great for small office or the enthusiastic gamer. This package enjoy higher priority during business hours and also has a fair use limit, but much higher than the bronze package. Shaping might also be informed if that limit is reached. Gold: This package is dedicated to our high-end business customers, who demand speed. Although this packages comes as a premium, it does enjoy all-round priority and no shaping. Gold packages also have the option to share bandwidth with linked Internet Connections. Gold Package clients also are giving higher priority in on-site visits, should a problem arise.

15 Notes

16 Important Details Customer Details Account Number Contact Person Telephone Address Internet Connection Details Username 1 Password 1 Username 2 Password 2 & Domain Details address password Domain Name VOIP Details VOIP Number VOIP Password Miscellaneous Wireless Key Fax2Mail