Internet FAQ

Internet Related FAQ

There are many reasons why your internet speeds can be slow.  The most common cause is a problem with your local WiFi connection.  Other reasons include too many people on your internet connection, problems with the destination web site and congestion on the internet path.

Wi-Fi router – Avoid Wireless Signal Interference and Position Your Router in the Best Location

Wi-Fi and other types of wireless connections often perform poorly due to signal interference which requires computers to continually resend messages to overcome signal issues. Household appliances, especially microwave ovens, portable phones and even your neighbours’ wireless networks can interfere with your WiFi and affect your computers. You can change the Wi-Fi channel number in your router to one that has less interference.  To avoid slow internet connections due to signal interference, reposition your router as close to your devices as practical for better performance.  Note that walls and floors between your device and the router, especially concrete and brick ones, absorb a lot of the wireless signal.  In general, the closer your device is to the router, the better the Wi-Fi connection.  WiFi extenders are available that can extend your WiFi to more remote parts of your house and property.  If you require high performance for applications such as on-line gaming then the best way is to connect directly to the router via an Ethernet cable and not use WiFi.

Cleaning your PC with Antivirus Software – Beware of Worms, Viruses and Other Malware

An internet worm is a malicious software program that spreads from device to device through computer networks. If any of your computers become infected by an internet worm or other malware it may begin spontaneously generating network traffic without your knowledge, causing your internet connection to appear slow. Keep up-to-date anti-virus software running to catch and remove worms and malware from your devices.

Your Plan Limitation

All our Wireless plans generally perform well.  Note that your subscribed plan will provide you up to certain speed limit, which may be less than the total requirement of all your connected devices.

  • On our HomeLite speed plans (up to 5 Mbps down /1Mbps up) – up to about 5 users/devices
  • On Premium Speed plans (up to 10 Mbps down /3Mbps up) – up to about 10 users/devices

Note: This is a rough indication only as some devices and users can use a lot more data than others.

Hardware failure – Make Sure Your Router and Other Network Equipment Is Working Correctly

When routers, modems, or cables malfunction, they may not perform properly at full speeds. Certain technical glitches in network equipment can negatively affect performance even though connections themselves can still be made. To troubleshoot potentially faulty equipment, temporarily rearrange and reconfigure your gear while experimenting with different configurations. Systematically try bypassing the router, swapping cables, and testing with multiple devices to isolate the slow performance to a specific component of the system. Then, decide if it can be upgraded, repaired, or replaced.

Please click here for a downloadable trouble shooting guide

Step 1. Restarting IDU box (Alvarion/Telrad/or POE injector)

Power recycling or REBOOT the IDU box

Switching off the IDU box for 1 minute and switching the device back-on will restart the Dish Antenna. Check the power light on the IDU box is on.

What If the Power light is not lit?

Check if there is power from the wall power socket to the IDU box by plugging another device into the same socket. If nothing is wrong with the wall power socket and there is no power light on the IDU please call our support to log a fault on 0800 969 869.

What If Power Light is on and ETH light is off?

Ensure that the Ethernet/Lan/Data cable is correctly plugged into the IDU and the other end is plugged in to the Wifi router or ATA VoIP box and the device is powered.

Step 2. Restarting ATA VoIP phone Box

Note: if you are trying to connect to the internet directly from the IDU to the computer or from the IDU to the ATA VoIP box and then to Computer then the Dial-Up process is to be followed.   

Power recycling or REBOOTing the ATA VoIP device

Switching off the ATA VoIP box for 1 minute and switching the device back on will refresh the VoIP device and this should reconnect the device to the Wi-Fi router or computer.

Check the cables are connected correctly

The ethernet cable from the IDU box should be connected to the Internet port on to the ATA and another ethernet cable should be connected from the Ethernet port on the ATA to the Internet/WAN port on the router.

Check the light on the ATA box

The light on the ATA box with the world symbol should be lit up and stable and also the light on the router with the WAN or world symbol should also be continuously lit.

Note: Do not press the RESET button because by doing this you will lose all the settings that are installed on this device and your phone line and internet will not work until these settings are put in again.

Step 3. Check the WiFi Router box

  1. Power Cycle or REBOOT the Wi-Fi Router box

Switching off the Wi-Fi Router box for 1 minute and switching the device back on will reconnect the device to the Wi-Fi router or computer.

  1. Check the cables are connected correctly

If you have a Connecta/Compass Phone

The ethernet cable from the IDU box should be connected to the Internet port on to the ATA and another ethernet cable should be connected from the ethernet Port to the Internet/WAN port on the router.

If you only have subscribed to Internet services

The ethernet cable from the IDU box should be connected to the Internet/WAN port on the router.

  1. Check the Light on the Wi-Fi router box.

The light on the Wi-Fi router box with the world symbol/WAN should be lit up and stable.

Note: Do not press the RESET button because by doing this you will lose all the settings that are installed on this device and your phone line and internet will not work until these settings are put in again.

Step 4. Check the mode of connectivity

Nowadays most devices connect to internet via the Wi-Fi Router wirelessly (Local wireless network) and or through cables (Ethernet cable). If your internet connection is down both WiFi or ethernet connected devices will not be working.

Devices only connected to the Wi-Fi Router wirelessly/Wi-Fi

Check the individual devices (Phone/laptop/other WiFi devices) to check that WiFi connectivity is turned on and that it is connected with good wireless signal. This can be done via settings on the device or via control panel or network settings on your computer. Note: You need to know your Wi-Fi password to connect to the Wifi Router

Devices only connected to the Wi-Fi Router via the LAN or Ethernet Port

Check the individual devices that the LAN/Ethernet cable is connected firmly.

Our VoIP phone systems runs over the internet platform, which means that the phone is dependent on your internet connectivity. If your phone is working and your internet isn’t. this is usually a local issue.   Please follow the steps below.

  1. Power Cycling or REBOOTing the Wi-Fi Router box

Switching off the Wi-Fi Router box for 1 minute and switching the device back on will reconnect the device to the Wi-Fi router or computer.

  1. Check the cables are connected correctly

If you have a Connecta/Compass Phone

The ethernet cable from the IDU box should be connected to the Internet port on to the ATA and another ethernet cable should be connected from the ethernet Port to the Internet/WAN port on the router.

If you only have subscribed to Internet services

The ethernet cable from the IDU box should be connected to the Internet/WAN port on the router.

  1. Check the Light on the Wi-Fi router box.

The light on the Wi-Fi router box with the world symbol/WAN should be lit up and stable.

Note: Do not press the RESET button because by doing this you will lose all the settings that are installed on this device and your phone line and internet will not work until these settings are put in again.

If none of the above resolves the issue please call 0800 969 869 to speak to a wireless specialist.

Reducing Netflix bandwidth to reduce data usage and avoid buffering

Watching TV shows or movies on Netflix uses about 1 GB of data per hour for each stream of standard definition video, and up to 3 GB per hour for each stream of HD (High Definition) video. Downloading and streaming consume a similar amount of data. If you are concerned with data caps or bandwidth limits, you can adjust your data usage settings by following the steps below.

Adjust your data usage settings

  1. Sign in to Netflix.com.
  2. Select the profile you’d like to change your data usage settings for.

Note: Data usage settings cannot be adjusted from a Kids profile.

  1. Select Account.
  2. Under My Profile, select Playback Settings.
  3. Select your desired data usage setting (please note that each estimate below is per stream, and that restricting data usage may affect video quality):
    • Low (0.3 GB per hour)
    • Medium (SD: 0.7 GB per hour)
    • High (Best video quality, up to 3 GB per hour for HD and 7 GB per hour for Ultra HD)
    • Auto (Adjusts automatically to deliver the highest possible quality, based on your current internet connection speed)
  4. Select Save.

 

Note:It may take up to 8 hours for these changes to take effect.

Data usage settings only apply to the Netflix profile you set them from, meaning you can have different data usage settings for each profile on your account. If you are concerned about the total amount of data that Netflix uses, make sure to change this setting for each profile.

Sourced from https://help.netflix.com/en/node/87

 

Reducing YouTube bandwidth for reduce data usage and avoid buffering

To adjust the video quality follow the instructions below.

  1. Load your video
  2. Click the gear icon in the lower right corner of the video.
  3. Chose the quality of the video
  4. The video will automatically adjust the quality and re-sync

Please note: Compass/Connecta is not responsible for supporting your third party Email client application, however our email service will be compatible with any third party POP email application.

Setting up in Outlook in PC

Configuration of your email client

The steps below can be used to set up email in Microsoft Outlook 2013.

1. Click the File tab, make sure Info is selected from the left menu and click Add Account.

  1. Select Manual setup or additional server typesand click Next.
  1. Select POP or IMAPand click Next.
  1. Fill in your account details (see the screenshot below if you need help with this).
  • Your Name: your name as you wish it to appear on your outgoing email messages
  • E-mail Address: your email address
  • Account Type: select POP from dropdown list
  • Incoming mail server: pop3.compassnet.co.nz
  • Outgoing mail server (SMTP): smtp.compassnet.co.nz
  • User name: your email account
  • Password: your email account password

Before clicking Next please click More Settings and make sure that the settings are the ones as shown in the next steps.

  1. In the Generaltab, enter your name and a reply email address. Usually, this is the same as your email address.

6. Click the Outgoing Server tab and select the option: My outgoing server (SMTP) requires authentication. Internet Service Provider’s SMTP server, it is likely you will not need to enable this option, but check with them to verify the settings to use.

  • Note: If you are using your Compass internet to use our mail function please skip step 6 and go to step 7 directly and then change the following;
  1. Click the Advanced Select SSL for both incoming and outgoing servers and check that the port numbers are set to 110 (for POP incoming) and 587 for SMTP outgoing selecting TLS.
  1. Outlook will now test the settings you’ve entered. Click Closewhen it’s finished and then Next.
  1. Congratulations, the following window should appear, click Finishto end the wizard.