Troubleshooting FAQ

1. Please verify that all devices are unable to connect to the internet. If other devices can connect but your device cannot go into your WiFi network settings and “Forget Network”. Then search for WiFi networks and try to reconnect to the network.
2. If step 1 does not work connect a computer directly to the router using the Cat5 LAN port. Test to see if internet is working while directly plugged into the router.
3. If steps 1 and 2 have had negative results reboot your router by turning the routers power off for 60 seconds and then turn it back on.
4. If steps 1,2 and 3 do not work and you have a modem/router combination unit the device may need to be replaced. Please call Lime Telenet at 226 722 5114 for technical support.
5. If you have a separate Modem and Router try plugging a computer directly into the modem to see if internet is working. If the internet is working on the modem and not on the router it may be that the router needs to be replaced.

1. Please refer to “My Internet is not working” section to trouble shoot your router first.
2. If these steps have a negative result the wireless radio may need to be rebooted. You can accomplish this by disconnecting the power to the radio on your roof. To do this find the POE injector that was installed in your home. It will be found on the wire that is directly connected to the radio on your roof. This device is a small black or white box with 2 wires connected to it and it is also plugged into an electrical socket to provide power to the radio. Unplug the power for 120 second and then plug it back in. Wait 5 minutes and test your connection once again.
3. If the internet is still not working contact Lime Telenet for technical support by calling 226 722 5114 and select Wireless Internet Technical support.

On the back of most modems you will find a recessed button labeled “Reset”. Use a straightened paperclip or something equally as small to push and hold the Rest button for 30 to 60 seconds until you see all the lights on the front of the modem flash. You may need to wait for several minutes for the modem to turn back on and reconnect to the internet. If your modem is a combination modem router your wifissid and password will be reset to factory settings which can be found on the back of me modem in most cases. PLEASE NOTE: If you factory reset a DSL modem the modem will need to be reprogrammed in our to connect to the internet. If you’re a DSL customer please call Lime Telenet at 226 722 5114 and selct DSL technical support option before you try to Reset the modem.

There are many factors that can impact the speed of your wireless internet such as too many devices accessing the internet, the placement of the router or a loose cable as an example. An explanation and suggested repairs are listed below.

Depending on your internet package you may be exceeding the total bandwidth you have subscribed to. As an example if you are streaming IPTV or videos on multiple devices at the same time you may not have enough bandwidth remaining. To correct this you can reduce the number of devices using the internet or increase the internet package to allow for more bandwidth.

Ensure that all cords connecting to your modem/router including the power cable are properly plugged in. A loose cable can affect the quality and speed of your internet.

You may notice that your WiFi signal is better in some areas or worse in others. The best place for a WiFi router is in the most central place within your home or business. This will allow for the strongest possible signal in all areas. In some cases the area that needs to be covered is too big, in the case you would require a repeater or an additional WiFi access point to be installed. Lime Telenet can help install or make recommendations for additional devices to correct this issue.

In some cases your WiFi signal strength or throughput can be affected by other WiFi devices operating on the same frequency or channel. If this is the case you can change these settings in your router. Routers of all kinds will have step by step instructions online to walk you through making these changes or you can call Lime Telenet for assistance. Another form of interference is the material of the structure the WiFi signal is penetrating.WiFi radio waves can be stopped or reduced by different severities depending on the material they must pass through in order to connect to your device. Materials that are the toughest for radio waves to penetrate are cement or metal walls and in many cases will stop all throughput completely. When you’re in your home and the radio waves are passing through multiple walls or floors you will also see a reduced throughput or speeds.

At times some devices will lose connection to your WiFi network but others do not. Try to reconnect to the WiFi network from the device you are having trouble with. If this doesn’t fix the connection go into your WiFi network list and “Forget” the network that you are having trouble with. Once you have forgotten the network search for all available networks. Once your network is visible on your device try again to connect. If this does not fix the issue try rebooting your router by turning the power off for 60 seconds and turning it back on again, once this is complete try to reconnect to the WiFi network.

Often times it is easy to accidentally turn off your WiFi by pressing the WiFi On/Off button on the back of your router. If your router has this option it will most likely be a small button on the back of your router. Try pressing this button to turn your WiFi back on. If your device still does not see your WiFi network (SSID) please check other devices to see if they work or not. In the case that the WiFi network (SSID) does not show up on any device and you have confirmed that WiFi is turned on there may be an issue with your router and a replacement may be required.

Residential internet service is referred to as Best Effort Service which means that internet speeds can vary depending on the total network usage at a particular time. This means that in some areas when the network is heavily used by you and your neighbors internet speeds can be reduced slightly.

If you find that your internet speeds are consistently slow please perform the following test to verify the speed of the internet coming into your home.

1. Plug in a computer directly to your Modems with a Cat5 data cable.
2. Do an online search for speed test, many options will be made available to you such as Google Speed Test or www.speedtest.net these two are trusted by Lime Telenet. Once you have selected one of these press “Run Speed Test”. This will give you a good understanding of your actual speeds coming into your home.
   Do not run speed tests from a WiFi connection as many variables can affect the results, please see the section called “Why does my WiFi seem to be slow?” for a further explanation as to why WiFi may not be the preferred method. PLEASE NOTE: When you are testing the internet it is important to bypass the router as the router may be the cause of the slow speeds. This method will also eliminate all other users on your network which may be the cause of the slow speeds. If you have a modem/router combination unit you have no choice but to plug into the a LAN port of the unit.If you find the internet is working properly plugged directly into the modem, try reconnecting the router and run the test once again. If the speeds are reduced when testing from the router it may be an issue with your router that is causing the slow speeds. If this is the case please reboot your router by turning it off for 30 seconds and plug it back in. Once the router has reconnected please try the test once again. If the speeds are still slow it may be setting in your router or the router may be faulty.
3. If the speeds are too slow when you are plugged directly into the modem please call Lime Telenet for technical support at 226 722 5114 and select the appropriate internet option.

Each router has a unique way to access the settings, the most common are to open an internet browser while you are connected to the internet either through WiFi or directly connected to your routers LAN port. In the address bar type the following IP address 192.168.1.1 or 192.168.0.1. If a page displaying your router settings appears it will ask for a username and password. The most common Username and Password are the following

Username: admin
Password: admin

If the IP addresses in this tutorial does not work please do an internet search for your specific brand and model number of your router. Search for Default IP and login credentials, as an example type “tp link ac1750 default IP and login credentials”, this will show you what to type in your browser to access your specific router.

Once you have accessed your routers settings page search for a tab called “Wireless Settings” (this term may be different depending on your router), in this area you should see something called “Wireless Name” or “SSID”. This is where you will create your own WiFi (SSID) name. Once you have changed the name you can change the “Password (Pre-Shared)” to further secure your WiFi.

Once you have saved the changes your existing WiFi will no longer work and you will need to reconnect to the new WiFi (SSID) name you just created by selecting it in your WiFi network with your new password.

Many people today are using an Android Box to stream TV shows and movies and at times experience buffering. Buffering can be caused for a couple reasons, one being the WiFi signal is not sufficient. This can be remedied by moving the WiFi router closer to the Android Box or plug the Android Box directly into the router which is the preferred method. Another reason for an Android Box to buffer is where the content is coming from. In order to provide service to you the provider must upload the content at the same rate as you and every other streaming are downloading the content, in many cases people use free streaming services which are known for having insufficient bandwidth to provide a consistent stream to all the customers at the same time.

To test if the stream is the cause of the buffering is to try to stream using Netflix, Youtube or a similar well known content provider. If these work without buffering it is assumed the buffering is happening from where the content originates.

If you are still experiencing buffering and you are using WiFi for your Android Box please refer to Why does my WiFi seem to be slow? If you are plugged directly into the Android Box and still experiencing issues with both the free and paid streaming service please call Technical Support at 226 722 5114 or refer section “I’m not getting the internet speeds I am paying for?” for additional trouble shooting.

1. Ensure your internet working as this will cause the digital phone service to not work. If the internet is not working please refer to “My Internet is not working?” section.
2. If your internet is working properly reboot the digital phone box provided to you by Lime Telenet. You can accomplish this by unplugging the power from the device for 30 seconds and plugging it back in.
3. If your phone service is still not working verify that your phone cord and Cat5 data cable are securely plugged into the digital phone box.
4. If you have verified the cables are securely plugged in and the internet is working properly please call Lime Telenet for further tech support by calling 226 722 5114 and select the phone service technical support option.