Wireless Internet FAQ

I don’t seem to have an Internet Connection.

Your WiFi Router may need to be rebooted. To fix this we recommend power cycling your WiFi Router and check that all Ethernet connections are in the right ports and clipped in properly. To power cycle the WiFi Router remove the power connector from the WiFi Router for approximately 10 seconds and plug it back in. Wait approximately 2 minutes for the WiFi Router to turn completely back on before trying the internet again.

OR

Your Airnet Receiver may need to be rebooted. To fix this we recommend power cycling your Airnet Receiver's Power Supply in your home and check that all Ethernet connections are in the right ports and clipped in properly to the Airnet Receiver's Power Supply. To power cycle the Airnet Receiver's Power Supply remove the power connector from the back of the Airnet Receiver’s Power Supply for approximately 10 seconds and plug it back in. Wait approximately 5 minutes for the Airnet Receiver to turn completely back on before trying the internet again. There will be 2 Ethernet cables that plug into the Airnet Receiver's Power Supply. The Ethernet cable going outside to the Airnet Receiver should be plugged into the PoE port and the Ethernet cable going to the WiFi Router should be plugged into the LAN port.

OR

The computer/device may require a reboot. On the computer/device, initiate a reboot either from the Start menu in Windows or by holding down the power button until the device turns off. Turn the device back on.

OR

Airnet may be experiencing a service outage in your area. Give our office a call to check if there is an outage report on our Network Status. Dial 1-877-534-0021 and when you begin to hear the prompts dial 2 and then 1 to hear the Network Status or 2 to reach a Technician.

My Internet Connection is running slowly.

There are many factors to consider when determining what could be causing your internet connection to be running slowly, such as the quality of your WiFi signal. To check what speed you are getting from your Airnet service we recommend you take a computer and connect it directly to the Airnet service, without a WiFi Router in between as this can complicate the test results.

To connect a computer directly to the Airnet service, unplug the Ethernet cable from your WiFi Router's WAN port (this WAN port may be labelled Internet, WAN or Upstream) and plug this cable into your computer's Ethernet port. To ensure your computer/device doesn’t reconnect back to your WiFi Router's Wireless Network you must turn off the WiFi Router and leave it off for the duration of the testing. Visit our website www.airnet.ca/speedtest to perform a speedtest. The results should be at least 75% of your plan’s advertised speed. If your results are lower there are a few things to try before giving us a call to assist you further:

- Your Airnet Receiver may need to be rebooted. To fix this we recommend power cycling your Airnet Receiver's Power Supply in your home and check that all Ethernet connections are in the right ports and clipped in properly to the Airnet Receiver's Power Supply. To power cycle the Airnet Receiver's Power Supply remove the power connector from the back of the Airnet Receiver’s Power Supply for approximately 10 seconds and plug it back in. Wait approximately 5 minutes for the Airnet Receiver to turn completely back on before trying the internet again. There will be 2 Ethernet cables that plug into the Airnet Receiver's Power Supply. The Ethernet cable going outside to the Airnet Receiver should be plugged into the PoE port and the Ethernet cable going to the WiFi Router/Computer should be plugged into the LAN port. Once you have performed the above try another speedtest to see if your results have improved.

OR

- The computer/device may require a reboot. On the computer/device, initiate a reboot either from the Start menu in Windows or by holding down the power button until the device turns off. Turn the device back on.


If using the internet connection directly connected to the Airnet service allows you to get your full package speeds there may an issue with the WiFi Router since it was previously a factor and was removed during your testing. We recommend trying the following with your WiFi Router before purchasing a new one:

- Your WiFi Router may need to be rebooted. To fix this we recommend power cycling your WiFi Router and check that all Ethernet connections are in the right ports and clipped in properly. To power cycle the WiFi Router remove the power connector from the WiFi Router for approximately 10 seconds and plug it back in. Wait approximately 2 minutes for the WiFi Router to turn completely back on before trying another speedtest. It is also very important to make sure you are not too far away from the WiFi Router so that you maintain a good WiFi signal to your computer/device. 

If the above doesn't resolve your speed issues please give our office a call at 1-877-534-0021 and a technician will be happy to help you.

My Internet is disconnecting and re-connecting.

There could be several things that could cause constant disconnections and re-connections. To check the quality of your Airnet service we always recommend you take a computer and connect it directly to the Airnet service, without a WiFi Router in between as this can complicate the diagnosis. To connect a computer directly to the Airnet service, unplug the Ethernet cable from your WiFi Router's WAN port (this WAN port may be labelled Internet, WAN or Upstream) and plug this cable into your computer's Ethernet port. If you are still experiencing disconnections while setup this way we recommend the following:

- Your Airnet Receiver may need to be rebooted. To fix this we recommend power cycling your Airnet Receiver's Power Supply in your home and check that all Ethernet connections are in the right ports and clipped in properly to the Airnet Receiver's Power Supply. To power cycle the Airnet Receiver's Power Supply remove the power connector from the back of the Airnet Receiver’s Power Supply for approximately 10 seconds and plug it back in. Wait approximately 5 minutes for the Airnet Receiver to turn completely back on before trying the internet again. There will be 2 Ethernet cables that plug into the Airnet Receiver's Power Supply. The Ethernet cable going outside to the Airnet Receiver should be plugged into the PoE port and the Ethernet cable going to the WiFi Router/Computer should be plugged into the LAN port. Once you have performed the above try using the internet for an extended period of time to see if the disconnections return

OR

- The computer/device may require a reboot. On the computer/device, initiate a reboot either from the Start menu in Windows or by holding down the power button until the device turns off. Turn the device back on. Once you have performed the above try using the internet for an extended period of time to see if the disconnections return.

OR

- Your WiFi Router may need to be rebooted. To fix this we recommend power cycling your WiFi Router and check that all Ethernet connections are in the right ports and clipped in properly. To power cycle the WiFi Router remove the power connector from the WiFi Router for approximately 10 seconds and plug it back in. Wait approximately 2 minutes for the WiFi Router to turn completely back on before trying another speedtest. It is also very important to make sure you are not too far away from the WiFi Router so that you maintain a good WiFi signal to your computer/device. A low WiFi signal is a common cause for disconnections and re-connections.

OR

- Your WiFi network may be receiving interference from another wireless source on the 2.4GHz band and/or 5GHz band. Some examples of common interferers are Wireless Speakers, Baby Monitors, Weather Stations, Security Cameras, another WiFi Network, Cordless Phones and Microwaves in close proximity to your WiFi Router or device.

If the above doesn't resolve your speed issues please give our office a call at 1-877-534-0021 and a technician will be happy to help you.

My computers/devices keep getting disconnected from my WiFi Network.

- The computer/device may require a reboot. On the computer/device, initiate a reboot either from the Start menu in Windows or by holding down the power button until the device turns off. Turn the device back on. Once you have performed the above try using the internet for an extended period of time to see if the disconnections return

OR

- Your WiFi Router may need to be rebooted. To fix this we recommend power cycling your WiFi Router and check that all Ethernet connections are in the right ports and clipped in properly. To power cycle the WiFi Router remove the power connector from the WiFi Router for approximately 10 seconds and plug it back in. Wait approximately 2 minutes for the WiFi Router to turn completely back on before trying another speedtest. It is also very important to make sure you are not too far away from the WiFi Router so that you maintain a good WiFi signal to your computer/device. A low WiFi signal is a common cause for disconnections and re-connections.

OR

- Your WiFi network may be receiving interference from another wireless source on the 2.4GHz band and/or 5GHz band. Some examples of common interferers are Wireless Speakers, Baby Monitors, Weather Stations, Security Cameras, another WiFi Network, Cordless Phones and Microwaves in close proximity to your WiFi Router or device. Either stop using the devices that are interfering with your WiFi network or look into purchasing a higher end WiFi Router that has both the 2.4GHz band and the 5GHz band to maximize the frequencies you can use to allow your WiFi Router a better chance of avoiding the interference.

If the above doesn't resolve your speed issues please give our office a call at 1-877-534-0021 and a technician will be happy to help you.

I can't reach a certain website.

- The computer/device may require a reboot. On the computer/device, initiate a reboot either from the Start menu in Windows or by holding down the power button until the device turns off. Turn the device back on. Once you have performed the above try the website again. If you still can't get to the website try another computer/device in the house to see if it can get to the website.

OR

- Your WiFi Router may need to be rebooted. To fix this we recommend power cycling your WiFi Router and check that all Ethernet connections are in the right ports and clipped in properly. To power cycle the WiFi Router remove the power connector from the WiFi Router for approximately 10 seconds and plug it back in. Wait approximately 2 minutes for the WiFi Router to turn completely back on before trying the website again.

OR

- The website could be experiencing an issue. If it is not urgent wait a couple of hours before trying it again or contact the website's help and support.

If the above doesn't resolve your speed issues please give our office a call at 1-877-534-0021 and a technician will be happy to help you.

I can't stream a particular video.

Windows or by holding down the power button until the device turns off. Turn the device back on. Once you have performed the above try the website again. If you still can't get to the website try another computer/device in the house to see if it can get to the website.

OR

- Your WiFi Router may need to be rebooted. To fix this we recommend power cycling your WiFi Router and check that all Ethernet connections are in the right ports and clipped in properly. To power cycle the WiFi Router remove the power connector from the WiFi Router for approximately 10 seconds and plug it back in. Wait approximately 2 minutes for the WiFi Router to turn completely back on before trying the website again. 

OR

- The website could be experiencing an issue. If it is not urgent wait a couple of hours before trying it again or contact the website's help and support.

If the above doesn't resolve your speed issues please give our office a call at 1-877-534-0021 and a technician will be happy to help you.

How do I check my usage?

A usage report is emailed to you when you have reached 50%, 75% 90% & 100% of your monthly data limit. There is also a monthly usage report emailed on the 1st of the month showing your total usage for the previous month. In the near future Airnet will be launching its self-serve online customer portal where you will be able to see your usage and usage amount history.

How do I extend my WiFi Coverage?

Every home's WiFi needs for satisfactory coverage is different. Some homes may be able to have a 2nd WiFi Router installed to extend WiFi coverage, which would be wired with an Ethernet cable to the original WiFi Router, and some need an elaborate WiFi system installed because of the large size of the home or construction materials used. As an example some older homes have exterior walls (brick, concrete, metal) in the interior of their home when a renovation project called for an extension to the home. 

Give our office a call at 1-877-534-0021 and we can provide a solution and quote that fits your specific needs.

Should I avoid any particular WiFi products?

There are a broad range of different devices out in the market that claim to extend or “boost” your current WiFi coverage. Some of these devices may work out positively when used correctly as per the manufacturers specific deployment guidelines and scenarios. Unfortunately this can be confusing and not easy to understand. When these WiFi Range Extenders/Boosters are incorrectly configured or installed they can make the existing WiFi coverage perform much worse to the point that you may have very slow internet or none at all. We do not recommend using WiFi Range Extenders/Boosters and if you find you are having a performance issue with your internet we strongly recommend unplugging and removing the WiFi Range Extender/Booster and then test your internet again in an area that has excellent WiFi coverage from your Main WiFi Router.

Give our office a call at 1-877-534-0021 and we can provide a solution and quote that fits your specific WiFi needs.

Can other wireless devices interfere with my Airnet Internet Service?

If you subscribe to any of the Airnet Advantage packages the wireless network that supplies that service operates on the ISM (Industrial, Scientific and Medical) Frequency Bands which are 2.4GHz, 5.1-5.8GHz and 900MHz. Some examples of common interferers are Wireless Speakers, Baby Monitors, Weather Stations, Security Cameras, another WiFi Network, Cordless Phones and Microwaves in close proximity to your Airnet Advantage Receiver. On our LTE Wireless packages this wireless network operates in our licensed 3.65GHz frequency band that is free of interference. We highly recommend upgrading your plan to an LTE package if interference if causing a negative experience.

Give our office a call at 1-877-534-0021 and our technicians can look into your issue to determine if our LTE Licensed Frequency service is the right solution for you.

Can other wireless devices interfere with my WiFi Network?

Unfortunately WiFi Networks share the frequency bands that they operate on which opens up the potential for them to receive interference from another wireless source on the 2.4GHz band and/or 5GHz band. Some examples of common interferers are Wireless Speakers, Baby Monitors, Weather Stations, Security Cameras, another WiFi Network, Cordless Phones and Microwaves in close proximity to your WiFi Router or device. Either stop using the devices that are interfering with your WiFi network or look into purchasing a higher end WiFi Router that has both the 2.4GHz band and the 5GHz band to maximize the frequencies you can use to allow your WiFi Router a better chance of avoiding the interference.