+27 44 695 0873 support@vtsconnect.net

TECHNICAL SUPPORT

NEW SERVICE

FAQ’s

Tips and Points to assist in solving your query.

ORDERING / INSTALLATION / PAYMENT

WHAT IS A SITE (SIGHT) SURVEY?

A site survey allows us to determine if your premises has a clear line of site to our towers and what equipment will be required to offer you coverage that meets your needs. There is no cost to this survey; it is the first step in ensuring that we offer you the best solution to your requirements.

ARE THERE ANY CONTRACTS WITH THE SERVICE?

Yes, 12 or 24 month agreement – to protect both parties, in making sure we reserve and commit bandwidth and resources for the duration of the agreement.

CAN I CHANGE MY PACKAGE LATER?

You can upgrade or downgrade your package at any time, without an administrative fee.

HOW CAN I PAY MY BILL?

There are 2 methods to pay your bill:

  1. Debit Order
  2. Bank transfer/EFT (additional charges may apply).
HOW BIG IS THE LTV / ANTENNA?

The link (LTV) to VTS Communications Towers is provided through a dual polarized antenna, smaller than that of a satellite dish.
The size and model of the antenna will be determined by how far you are from our network PoP.
For shorter distances between 300-400mm and for medium to long distance ±600mm

NETWORK SPEED / PERFORMANCE / RELIABILITY

ARE THERE ANY DAILY OR MONTHLY DATA LIMITS?

There are no daily or monthly limits of our standard packages. Our Fair Usage Policy is that it is only fair that you can use what you pay for. With a connection that is truly uncapped and unshaped you don’t need to worry about limits.
We offer custom tailored packages for business in various industries. If you would like you connection limited for certain users, please call us to discuss this option.

CAN I STEAL MUSIC & VIDEOS USING THIS SERVICE?

We assume you mean torrents! While we don’t condone illegal activities online – this is not something we feel we should restrict, police or control. You can pretty much do what you like, but know, that big brother is always watching! Besides not all torrents are illegal, and therefore you may download to your heart’s desire!

WHAT IS THE SERVICE LATENCY AND UP TIME?

The closer you are to the source of the network, the lower the latency and higher the up time. On average, the network wide latency is <50ms to Google, and the uptime is 99.5% for dedicated capacity and 95.0% for shared.

CONTACTING VTS FOR SUPPORT AND SERVICE

HOW DO I CONTACT VTS COMMUNICATIONS INTERNET?

You can contact us via email or by phone:

For Technical Support:
Email: support@vtsconnect.net
Tel: +27 (0) 44 – 695 0873 or +27 (0) 44 6903733
Daily from 07:00am to 10pm – or as per your individual SLA.

For Billing:
Email: accounts@vtsconnect.net
Tel: +27 (0) 44 – 695 0873
Mon – Fri from 07:30am to 5pm

For New Service:
Email: sales@vtsconnect.net
Tel: +27 (0) 44 – 695 0873
Mon – Fri from 07:30am to 5pm

When you contact us, a ticket is created in our ticketing system.
If you called us, we will communicate with you by phone until the issue is resolved. Once the issue is resolved you will receive an email with a summary of the ticket and the resolution. If you have contacted us via email, we will communicate with you via email until the issue is resolved. Sometimes we cannot resolve everything via email at which point we will call you. Once the issue is resolved you will receive an email with a summary of the ticket and the resolution.
Interacting with the ticketing system is very easy. When you send an email you will receive a confirmation that the ticket was opened. To update the ticket simply hit the reply button in your email software and type the reply. DO NOT MODIFY the subject line or it will create a new ticket. Anytime you or our Internet updates the ticket, you will receive an email with that update appended to the ticket. When the ticket is resolved, you will receive an email indicating the ticket has been closed.

WHY DO I GET VOICE MAIL WHEN I CALL?

If we are busy helping another customer, your call will be routed into the voicemail system. When we are done handling the previous call or ticket we will immediately attend to yours.
If you do get the voice mail, please clearly state your name, the address where the Internet service is provided, the nature of the problem and the best number to reach you. The typical wait time for a call back is 15min.

MY CONNECTION IS NOT WORKING. NOW WHAT?

If we have a major network outage we will update our network status within 5min of the outage.

For a network status call us at 044 – 695 0873.

If there are no outages reported on the Network Status extension, it is likely that only your service is out. Please power cycle (unplug the power and plug it back in) the access point and the CPE (the outdoor unit.) You can power cycle both, inside your home or business.
After you power cycle both Router and CPE, reboot your computer. If these steps do not resolve the outage call us and we’ll help you troubleshoot further.

MY CONNECTION IS SLOW. NOW WHAT?

Many factors can impact the performance of your Internet connection. If your Internet connection is slow please follow the steps described in the outage question above. Also, make sure none of the devices connected to the network are engaged in a heavy background network activity such as downloading software updates or movies, or uploading files to the Internet. Any such activity will saturate your connection and result in reduced network speeds. If you did these troubleshooting steps and your service is still slow, call or email us and we’ll take it from there.

HOW TO ‘POWER CYCLE’ THE EQUIPMENT

HOW TO 'POWER CYCLE' THE EQUIPMENT
  1. Power Cycle means unplugging the electricity to the device and plugging it back in. Sort of like a ‘Reboot’ for devices that don’t have a physical On/­Off button.
  2. Why Power Cycle? Network devices can hang (stop working) or get clogged (slow down) for a variety of reasons, including power outages, brownouts and memory leak inside the device.
    When you power cycle the device you clear the clogged or hosed functions and in most cases it will operate again.
  3. If you have to power cycle your network devices to often (once a week) then device might be damaged, or the power source to it is unstable.
  4. If your POE adapter looks like this, just unplug the cable from the DC port and plug it back in. It’s the same as doing it at the AC Outlet.
  5. In most typical setup and installations you will need to power cycle two devices: The router and the POE (which really power cycles the CPE -the antenna on the roof.)
    In more complex installations there may be additional access points or additional CPEs.
    The Power Cycle, unplug the adapter or AC cord from the AC Outlet, wait a few seconds and plug it back in. You can confirm that you are power cycling the router by watching the lights on it go Off and back On. The new style POE adapter has an LED light so you can also see if you are power cycling it correct. The old style POE does not have LED.

How to ‘Power Cycle’ the equipment.pdf

Need further Assistance?
Please email our Support Team below!

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