FREQUENTLY ASKED QUESTIONS
   
  Connectivity Issue
    1. What should I do if I have internet connection problem?
    2. What should I do if I can't connect to my wireless network?
    3. How can I make my wireless connection secured?
    4. What should I do if my wireless connection is keep on disconnecting?
    5. What should I do if I can't open a website from my browser?
   
  Broadband Internet Speed
    1. How would I know my internet speed?
    2. What should I do if my internet connection seems to be slow?
    3. Why is it that my upload speed is much lower than my download speed?
    4. How can I make both upload and download the same speed?
    5. What is a traceroute and why should I do it?
   
  Network Devices
    1. What is the difference between Modem Router and Ethernet Router?
    2. What is the purpose of adding Firewall and Switch to my network?
    3. How would I add my new device to my LAN?
    4. What is the effect of overheating devices to my network?
   
  Viewqwest Broadband Plans
    1. How can I get Broadband Internet Connection?
    2. How would I know what is the appropriate Broadband Plan for me?
    3. How can I upgrade my current Broadband Plan?
    4. What are the available Broadband Plans that Viewqwest can offer?
   
  Viewqwest Support
    1. Whom should I contact if I need more help with my Connectivity Issue?
    2. What should I do if I need a remote troubleshooting from Viewqwest?
   
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  CONNECTIVITY ISSUE
 
  •  What should I do if I have internet connection problem?
   
  1. Verify what are the devices that you are using and check each devices for power.
  2. Do a power cycle for each device by switching it OFF for at least 30 seconds and then power it ON.
  3. If by doing a power cycle doesn't resolve the problem, try to isolate each devices and do some test.
    Example:
    If you have a connection like: MODEM --> FIREWALL --> SWITCH --> COMPUTERS
    bypass each device by connecting one PC or Laptop directly into the MODEM and test for connectivity.
  4. Check if you have microfilter (splitter) connected into your modem from the phone wall socket.  You may cosider removing the microfilter and connect your modem directly into the phone wall socket.
  5. Check the ADSL light of the modem.  What is the status and color of the ADSL light?
    Solid Green Modem is Sync'd
    Blinking Green Modem is Preparing to Sync'd
    Blinking Green/Yellow Not Sync'd
    Solid Red Hardware Failure

    Note:
    Modems and Routers has different light indications. Refer to your Modem or Router User Manual for proper identification of the modem or router light indications.
  6. With your modem sync'd and your computer connected directly into the modem, test your internet connection.  If your connection is successful, then check your LAN devices.  You may contact your IT Personnel to check the devices within your LAN.
  7. If the modem is not able to sync'd, contact Viewqwest Technical Support for help and inform them the details of your devices.
    Note:
    Always refer to your Device User Manual for specifications and configurations.

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  •  What should I do if I can't connect to my wireless network?
   
  1. Verify if you are the only user being affected or how many users are affected.
    Note:
    - If you are the only user being affected, proceed with steps D, E and F.
    - If most of the users are affected, proceed with below troubleshooting steps.
  2. Check if your access point device supports wireless connection.  You may contact your IT Personnel to check.
  3. If you have access to your access point device, check the configuration if the wireless access point is activated or contact your IT Personnel if you don't have the right to access.
  4. Check if you are using the correct SSID and Encryption Key.  You may contact your IT Personnel for the details.
  5. Verify if your access point device is using some filtering such as MAC Address Filtering and make sure that your Computers' MAC Address is registered.
  6. Check your computer if your wireless is Turned On and make sure that it is configured correctly.
  7. Do a power cycle of your access point device.
  8. If problem persist, contact Viewqwest Technical Support for help and inform them the details of the issue that you are encountering.
    Note:
    Always refer to your Device User Manual for specifications and configurations.

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  •  How can I make my wireless connection secured?
   
  1. There are 2 common ways to make your wireless connection secured.
        1.  Assign a unique SSID and Encryption Key to your access point device such as          Modem and Router.
        2.  Use MAC Filtering to filter the MAC Address of the device before they can
             successfully connect to your network.  In this way, only those devices wherein
             MAC Address are listed inside your access point device are allowed to connect.
    Note:
    Always refer to your Device User Manual for specifications and configurations.

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  •  What should I do if my wireless connection is keep on disconnecting?
   
  1. Verify if you are the only user being affected or how many users are affected.
  2. Check your location and make sure that you are within the range of your wireless access point device. You can verify the strength of your connection from the wireless signal indicator of your computer.
  3. If you have access to your access point device, verify the configuration or you can ask for assistance from your IT Personnel.
    Note:
    Always refer to your Device User Manual for specifications and configurations.

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  •  What should I do if I can't open a website from my browser?
   
  1. Verify if you are the only user being affected or how many users are affected.
  2. Make sure that you have internet connection.
  3. Verify if the website is existing or secured.  If secured, you may consider using "https" rather than "http".  e.g https://www.website.xyz
  4. Verify if the website is a private site.  In this case, you can only view the site if you are within the LAN or VLAN.
  5. Check if you are using a proxy server, if Yes, set the proxy server settings of your browser.  You may consult your IT Personnel for the proxy settings.
  6. Check if you have Firewall.  You may need to configure the settings of your Firewall such as Ports and Access Restriction.  Ask assistance from your IT Personnel in configuring your firewall.
  7. Verify your access right on the computer that you are using.  In this case, if you only have a minimal access right you will be restricted to your settings only.  Ask assistance from your IT Personnel on this case.
    Note:
    Always refer to your Browser Documentation for further troubleshooting.

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  Broadband Internet Speed
   
  •  How would I know my internet speed?
   
  1. You can test your internet speed with Viewqwest Online Speed Test.  
    Click here to begin Speed Test.
  2. You can contact our Technical Support if you need help in understanding your speed test result.

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  •  What should I do if my internet connection seems to be slow?
   
  1. Do a speed test to verify your internet speed.  You can use Viewqwest Online Speed Test.  Click here to begin Speed Test.
  2. Verify if there is a downloading or uploading activity within your network.
  3. Verify your existing bandwith or broadband plan and the number of internet users within your network.  
  4. Verify what kind of website you are trying to access specially the content.
  5. Run a Virus Scan on the computer that is having slow connection.
    FACT:
    1. Excessive Downloading or Uploading can consume more bandwith that can cause your internet speed to become slow.

    2. If you are only using 512kbps but you have morethan 15 users doing excessive download and upload activity, you will probably experience slow internet connection.  You may consider monitor the upload and download activity or upgrade your existing bandwith or broadband plan.

    3. Online Streaming such as video and Online Gaming can consume more bandwith than just doing a pure internet surfing.  If you are doing these activities, then you may consider a higher bandwith.

    4. Websites with more graphics is much slower to download from the web server compared to those websites with less graphics and purely text.

    5. Viruses, Worms, Spywares and other computer infections can cause your computer to run slow that can also affect the capability of downloading files from the web server.

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  •  Why is it that my upload speed is much lower than my download speed?
   
  1. Your broadband internet is ADSL which means Asymmetric digital subscriber line wherein the characteristic by normal is lower upload and higher download speed.
  2. On the Technical Side, there is likely to be more crosstalk from other circuits at the DSLAM end (where the wires from many local loops are close to each other) than at the customer premises. Thus the upload signal is weakest at the noisiest part of the local loop, while the download signal is strongest at the noisiest part of the local loop. It therefore makes technical sense to have the DSLAM transmit at a higher bit rate than does the modem on the customer end.
  3. On the Consumer Side, since most of the users in fact does prefer a higher download speed, the telephone companies chose to make a virtue out of necessity.

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  •  How can I make both upload and download the same speed?
   
  1. You should have SDSL which means Symmetric Digital Subscriber Line.  In this case, you can have the same speed for both upload and download.
  2. Viewqwest is offering this service.  Click HERE to send your queries via our Viewqwest Online Enquiry or you may call our sales department at 6723 8100, press option 1.

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  •  What is a traceroute and why should I do it?
   
  1. Traceroute is an Internet utility that traces the route from the client machine to the remote host being contacted. It reports the IP addresses of all the routers in between.
  2. On the technical side, it is easy for a technical person to identify the root and location of the problem.
  3. On the consumer side, doing a Traceroute is a good way of identifying the problem if you are experiencing slow internet connection.  All you need to do is run the traceroute and if you don't know how to interpret the result then you can ask assistance from your IT Personnel.
    Note:
    Traceroute can be use to identify the cause of the slowness of your internet connection but there are also other ways that you can do.

    Click HERE for     more information regarding slow internet connection.
  4. Click HERE to download a traceroute application.

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  Network Devices
   
  •  What is the difference between Modem Router and Ethernet Router?
   
  1. In layman's term:
    Modem Router has the capability to transmits and receives data to and from your ISP via your ADSL connection and at the same time distribute the data or internet connectivity within your network.  

    On the other hand, an Ethernet Router doesn't have the capabiltiy to transmits and receives data to and from your ISP and only allows you to distribute data or internet connectivity within your network.
    Note:
    Always refer to your Device User Manual for further information.

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  •  What is the purpose of adding Firewall and Switch to my network?
   
  1. Firewall is designed to restrict access to a network by selectively allowing or blocking inbound and outbound traffic to and from the network.  In other words, Firewall gives you an addional security within and outside of your network.
  2. Switch is designed to manage the traffic and provide multiple connections from the access point to the other devices within your nework.
    Example:
    Most of the modems or routers has only 4 ports and if you have more than 4 devices within your network that needs to be connected into the modem or router, adding a Switch to your network is the best solution.
    Note:
    Always refer to your Device User Manual for further information.

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  •  How would I add my new device to my LAN?
   
  1. If you are adding a device using a cable, use CAT5 Cable (a.k.a Ethernet Cable or RJ45 Cable) to connect your device to one of the available ports of your Access Point Device, Firewall or Switch.
  2. If your access point was configured with DHCP Enable for your LAN IP's, make sure that your device TCP/IP settings are set to "Automatic Detect Settings".  Consult your IT Personnel on the settings of your access point.
  3. If DHCP on your access point is not enable, refer to your Device User Manual on how to enable the DHCP.
  4. If your access point is using Static IP Address, configure your TCP/IP settings to static also. You can get the IP details from your IT Personnel.
    To set your TCP/IP for DHCP, follow the steps below:

      1. Go to your Control Panel.
      2.     Click on Network Connections.
      3. Right-Click on your active connection (Local Area Connection).
      4. Select Properties.
      5. Under Local Connection Properties, click on General.
      6. Under This connection uses..., Select Internet Protocol (TCP/IP).
      7. Click Properties.
      8. Under General Tab, select the following options:
          Obtain an IP address automatically
          Obtain DNS server address automatically
      9. Click OK to exit the Internet Protocol Window.
    10.Click OK to exit the Properties Window.

    To set your TCP/IP for Static IP's, follow the steps below:

    1. Follow the Steps 1 to 7 of the above steps for DHCP.
    2. Under General Tab, enter the IP Address, Subnet Mask, Gateway and DNS.
    3. Click OK to exit the Internet Protocol Window.
    4. Click OK to exit the Properties Window.
  5. Now, Check your device if you are getting an IP Address from your access point device. If you can get an IP Address (such as 192.168.x.x) from your access point device, it means that you are now connected to your LAN.
    How to check your device IP Address:

    1. If you are using windows, click on Start,     then click on Run.
    2. On Run dialog box, type: CMD
    3. A black background window will be open then type ipconfig.
  6. If you are adding a device using wireless, Get the SSID and Encryption Key from your IT Personnel. Refer to your Device User Manual on how to add a wireless connection.
    Note:
    Some wireless access point device uses MAC Address Filtering aside from SSID for added security. You need to add your Device MAC Address into your access point MAC Address List. Refer to your Device User Manual on how to add your Machine MAC Address to the MAC Address List.

    To know your Device MAC Address,
    1. Click on Start, then click on Run.
    2. It will open a small window then type CMD.
    It will then open a black background window or the DOS Command Prompt Window.
    3. Type ipconfig /all.
    It will show a list of information regarding your network connectivity including IP Address and MAC Address of your device.

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  •  What is the effect of overheating devices to my network?
   
  1. Every device has its own operating environment temperature and if the device is operating above the specified temperature then overheating can occur.
  2. Overheating can cause your device to Hang or Stop from operating which then can cause interruption to your network.
    Note:
    Always refer to your Device User Manual for specifications and configurations.

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  Viewqwest Broadband Plans
   
  •  How can I get Broadband Internet Connection?
   
  1. You may contact our Sales Department for informations regarding Viewqwest Services via 6723 8100 or email us at sales@viewqwest.com.
  2. To send your queries via our Online Enquiry, click HERE.

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  •  How would I know what is the appropriate Broadband Plan for me?
   
  1. Your broadband plan will depends on how are you going to use the internet. Some of the common uses are below:
    - Is it for purely internet surfing and sending emails?
    - Is it for uploading videos and images to the net?
    - Is if for downloading videos and images from the net?
    - Is if for your server that needs to be accessed from outside of your office?
    - Is if for your Internet and VoIP use?
    - Is if for your CCTV monitoring camera?
  2. Our Sales Team can help you in determining the appropriate Broadband Plan for you. They have the knowledge and expertise to help you find the perfect solutions for your Broadband needs.
  3. Feel free to contact our Sales Department via 6723 8100 or email us at sales@viewqwest.com.
  4. To send your queries via our Online Enquiry, click HERE.

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  •  How can I upgrade my current Broadband Plan?
   
  1. You can speak to our Sales Team to help you with the upgrade of your current Broadband Plan. They have the knowledge and expertise to help you find the perfect solutions for your Broadband needs.
  2. Feel free to contact our Sales Department via 6723 8100 or email us at sales@viewqwest.com.
  3. To send your queries via our Online Enquiry, click HERE.

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  •  What are the available Broadband Plans that Viewqwest can offer?
   
  1. Viewqwest is offering a wide range of Connectivity Service that best suit your needs. To learn more, click HERE.
  2. You can speak to our Sales Team to find out more of Viewqwest Connectivity Services. They have the knowledge and expertise to help you find the perfect solutions for your Broadband needs.
  3. Feel free to contact our Sales Department via 6723 8100 or email us at sales@viewqwest.com.
  4. To send your queries via our Online Enquiry, click HERE.

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  Viewqwest Support
   
  •  Whom should I contact if I need more help with my Connectivity Issue?
   
  1. You can contact our Technical Support Department via 6491 1010, option 3, or send an email to noc@viewqwest.com.
  2. To send your queries via Viewqwest Online Support, click HERE.

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  •  What should I do if I need a remote troubleshooting from Viewqwest?
   
  1. To be able to establish a remote connection, make sure that your internet connection is up.
  2. Download the Free Version of the software Teamviewer. You can download Teamviewer from www.teamviewer.com/download/index.aspx or click HERE.
    How to use Teamviewer:

    1.     Double Click on the Teamviewer Icon and click Run.
    2. You will then see Teamviewer Setup Window, select Run then click Next.
        (You may also select     Install if you prefer).
    3. Accept the License Agreement by selecting I accept the terms....
    4. Click Next.
    5. You will now see the Teamviewer main window. List down the following:
        ID and Password
  3. Give your Teamviewer ID and Password to our Technical Support Engineer to start the remote session.
  4. Once done, our Technical Support Engineer will automatically close the connection to your device and you can now close Teamviewer.

    Disclaimer:
    Teamviewer is owned by TeamViewer GmbH and Viewqwest is not in any other ways promoting or connected with the said company.     Using of this software should abide and follow with the Owner's Licence Agreement.

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If you can't find the solution here, you can email us via our Viewqwest Online Enquiry page.
Connectivity Support
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