Self Help Guide. (Home WiFi) Contents

Transcription

1 Self Help Guide (Home WiFi) Contents 1. Having issue! Refer to relevant topic... 2 a. Connection not working... 2 i. CPE / WiFi Router customers... 2 ii. Ethernet / Wireline customers... 3 b. Manage Password... 4 c. Facing Slow Speed... 5 d. Low Coverage Issue Manage your Account Online FAQs on Billing, Payments & Recharge Setup of WiFi router... 7 Contact Us March 14 Ver.1

2 1. Having issue! Refer to relevant topic a. Connection not working i. CPE / WiFi Router customers (If you are a wireline /ethernet customer i.e., without CPE/wifi router, please refer Point 2) Please refer below setup & connection illustration to connect with Idea Wi-Fi Service. Never press this button; It Will disconnect your services from Idea Network; Check Port LEDs glow on proper cable insertion A B 1 Netw ork Passw ord Router Admin Passwor d Pairin g Passw ord Check LED Glowing & Power Switch ON 2 1 Roof top cable a) Ensure NO loose cable or a broken connector in your setup. b) Power ON connection. LEDs must glow at A & B to confirm availability of your internet signal c) If signal available, check your laptop / PC Wi-Fi enabled with Pairing Password. For office Laptop, remove proxy settings and select Obtain IP Address Automatically in your Home Wi-Fi - TCP/IP settings. d) Ensure Home Wi-Fi is configured in indoor CPE/ Wi-Fi Router. If you have deleted or changed configuration in your indoor CPE/Router, please refer Home Network Connection Section for next steps. e) If you have changed your password of Self Care then refer Manage Password section. Page 2 of 10

3 NOTE: Do not press reset button at the back of your indoor CPE/WiFi router. Doing this will erase your network configuration and a chargeable engineer visit as applicable will be required. ii. Ethernet / Wireline customers (without CPE / WiFi router): Please refer below Setup & Connection illustration to connect with your Idea Wire-line Broadband Dialer Password Must be changed every time on change of Network Password in CWSC/Self Care Check Port LEDs glow on proper cable insertion A B 1 Check LED Glowing & Power Switch ON 1 2 Network Password Roof top cable a) Ensure NO loose cable or a broken connector in your setup. b) LEDs must Glow at A & B to confirm availability of Internet Signal. c) If signal available, Check your laptop / PC LAN Port enabled and connected with Idea Network. If you have an office Laptop, please remember to remove Proxy Settings and Select Obtain IP Address Automatically in your Home Wi-Fi - TCP/IP settings. d) Ensure dialer is created to login into Idea Network. e) If you have changed your password of Selfcare portal than refer Password Manage section. NOTE: Do not delete or change settings of your dialer created during installation. Doing this will disconnect you from internet and a chargeable engineer visit as applicable will be required. Page 3 of 10

4 b. Manage Password a) IDEA Wi-Fi Connection involves 3 types of passwords for configuration: i. Home Wi-Fi Pairing Password: Used to connect devices with indoor CPE / Wi-Fi Router and is configured as Pass Phrase or Pass Key in SSID configuration. You should ONLY change pairing password to prevent any security hazard. Post changing Pairing Password in your WiFi router, change password in laptop/mobile phone by right clicking on your WiFi icon in system tray (right bottom corner) and follow further instructions. ii. Indoor CPE Admin Password: Used to login into your indoor CPE/Router for Internet Configuration. Please ensure physical connection with your CPE to login. Default User Name / Password are either admin / admin OR admin / password for most of Wi-Fi Routers and IP address as (refer back of router for details) iii. Network Password: Received in SMS from Idea on activation of services. It enables you to connect with Idea Wi-Fi / Wire-line Services and is stored in both, the CWSC/Self Care portal AND INDOOR CPE / Dialer as applicable for your connection. This password must not be changed anytime as it may lead to disconnection of your services from network. b) If you have forgotten your password and want to retrieve: i. Please login into Self Care Portal ( and click on Forgot Password for next steps. Note: You may require an alternate internet connection if already disconnected from service c) To change your password: Login to Self Care Portal, go to My Tools and follow instructions on page. If you have changed your Network Password in Self Care Portal you will be required to change same in your indoor CPE / Dialer as applicable to resume your internet services. To know how to change your Password in Indoor CPE please refer one sample case for TP-Link indoor CPE. Refer WiFi router setup section. Important Points to Remember: Do not change user name / password in self care portal, as this will also require changing same in wifi router / dialer as applicable. A chargeable field visit (as applicable) is offered by idea for reconfiguration of indoor cpe / wi-fi router or dialer in such cases. As a practice change only security pass key of home wifi network in wifi router to prevent any security hazard. Page 4 of 10

5 c. Facing Slow Speed If you are facing slow speed problem, than please refer steps below for assistance: a. Check FUP (Fair Usage Policy) speed: Check in Self Care Portal if quota as per your tariff plan has already been consumed. FUP speed indicates the speed that a subscriber will experience after the bundled data is consumed for that month. For monthly postpaid plan customers under FUP speed, original plan speed will be restored at the start of each billing cycle & for half yearly plan customers at the start of every month. b. Run speed test: Run Speed Test on selfcare portal to know your available network speed upto Idea ISP Gateway. It indicates achievable network speed. However, the actual application/website speed may be low due to overhead data sent by your application / browser. Website browsing speeds are dependent on bandwidth available & congestion at the respective servers of websites. Some website often open slow due to high traffic that hits to their servers during all time of day, viz. Websites for train ticket booking, or Government Taxation websites. Always browse some other websites and check. d. Low Coverage Issue All Wi-Fi Router/Indoor CPE operate under TRAI guidelines, allowing coverage only upto few feets. Every obstacle placed between your Wi-Fi router and wireless computer creates signal loss, viz. Leaded glass, metal, concrete walls, water, and will inhibit signal range. Move away your laptop in small increments to determine the maximum range of your CPE in your premises. Check to see how many bars are Green in your Wi-Fi Icon Move closer to your Wi-Fi router for better coverage. Page 5 of 10

6 2. Manage your Account Online Manage your Idea WiFi account online by logging in to selfcare portal i.e., with your 12 digit account number and password. Through selfcare portal you can: o View bill amount & make payment online o View last 3 bills / recharge history o View current usage o Access your account & service details o Subscribe to Value Added Services o Prepaid plan subscribers can renew plan online o Change your registered mobile number or id online & much more 3. FAQs on Billing, Payments & Recharge a) For Post Paid plan subscribers: Bill Generation Bill gets generated on the 1 st of the calendar month as per the bill cycle frequency. E-Bill is delivered on your registered id and mobile number. For monthly plan customers, the bill gets generated on 1 st of every calendar month. For customers on 6 month tariff plans, there are only two fixed bill cycles: 1 st July & 1 st January Example: Subscribers started using the connection on 22 nd June 2013, the first bill will be generated on 01 st July 2013 and subsequent bill on 01 st January In case the customer starts using the connection on 22 nd July 2013, the first bill will be generated on 01 st January 2014 and subsequent bill on 01 st July Bill view & payment Options View your bill amount online on selfcare portal. You can make your payments in following ways: Online Payment through selfcare portal - Credit/Debit card or Net Banking Drop cheque at nearest My Idea outlet. List available on selfcare portal. ECS Credit Card standing instructions Plan change/ Migration Plan can be changed once in billing cycle by raising a request at the Contact Centre. Plan Change will be effective only from the next bill cycle. SMS & E Mail Alerts SMS & mail alert of bill generation confirmation along with due amount is sent on the registered mobile number and Id at the time of bill generation. Page 6 of 10

7 b) For Pre Paid plan subscribers: Prepaid Plan Validity & Plan renewal Validity is mentioned beside the recharge amount in selfcare portal. Plan expires when bundled data is consumed or plan validity expires, whichever is earlier. Renew plan one day in advance before plan validity expiry or consumption of entire usage. On plan renewal, the previous plan benefits will be overwritten. You may renew with same plan or upgrade to new plan. Incase entire data is consumed or validity is expired, use alternate mode of internet to login to selfcare portal for plan renewal. In case the recharge is done after 30 days of validity &/or data limit expiry, reactivation fee will be charged alongwith the tariff plan charges. 4. Setup of WiFi router WiFi Router setup for wireless customers to with Idea Wi-Fi Network i. All Wi-Fi routers have different screens and parameters for configuration of Home Wi-Fi. Most common router is explained with how to setup your Home Wi-Fi Connection. Sample configuration for TP-Link Wi-Fi Router (Model: TL-WR740N) (Configuration may vary slightly on your wifi router make/ model): ii. WAN Setup: To configure Idea Internet (PPPoE) settings, refer steps as below: a) Power ON the Router & Connect your router directly with PC LAN port using LAN cable (supplied by your manufacturer). Please do not use cables supplied by Idea Wi-Fi for your connection as that may not work. b) Launch your browser & Login in Wifi Router with below details: Default IP ; Username- admin; Password admin (Refer the sticker / label on the backside of your router to access router configuration page and username) Page 7 of 10

8 c) Network Select PPPoE in WAN Type User Name- Enter (Sample format - accountnumber@idea-abd ) in same format as received in SMS, in Account Field and Latest Password in Password and Confirm Save. (Password is case sensitive) d) Select dynamic IP/DHCP mode for obtaining IP address from network (ref picture above) e) Click on Save & wait for 30 Second before Reboot. Note: Please ensure you have selected below settings for PPPoE Connection setup. 1. In WAN setting, Connection Type must be PPPoE & DHCP/Dynamic IP selected. 2. In WAN setting, Connection Mode must be Connect automatically or Continuous Mode. Page 8 of 10

9 iii. LAN Setup: How to Setup your Home Wi-Fi Network using pairing password: a) Repeat Steps 1 & 2 as mentioned for WAN Setup to setup your Router for configuration b) Go To WirelessWireless settingselect a suitable name for your home Wi-Fi. Your laptop will search for this network name to connect with internet. c) Go To Wireless Wireless SecuritySelect WPA/WPA2-Personal (Recommended)Select Version WPA2 Personal Select Encryption- AES Enter Security Key in Password BoxSave. Note: This password will be required to configure in all your laptops & desktops to access Wi-Fi and can be changed when required. d) Close Internet Explorer & Reboot now. e) Ensure all RJ45 cables are appropriately connected between POE device LAN port and Router WAN port to connect. Page 9 of 10

10 Contact Us For any query, request, complaint or feedback related to Idea WiFi service, call or write an to contact center. The details are as below: o Call toll free number: o Write an on below mentioned id City Ahmedabad Cochin Hyderabad Pune Vizag Id ccare.gj@idea.adityabirla.com ccare.kerala@idea.adityabirla.com ccare.ap@idea.adityabirla.com ccare.mh@idea.adityabirla.com ccare.ap@idea.adityabirla.com Remember to keep the Idea WiFi user id / account number handy while contacting the call enter for timely response. Note: Do not directly call to sales or technical Idea WiFi representative. Incase of any query or complaint always call contact center where you will get timely resolution. - x - Page 10 of 10