Please note

You may also contact support by sending an email to ticket@megganet.com Response times will be the same as using the ticketing system.

Most Wi-Fi and internet issues may be resolved by disconnecting your equipment from the mains for 10 seconds and reconnecting it. If you do this, allow your equipment 5 minutes to fully start up.

Please do NOT reset your internet equipment as it may then need to be re programmed. An Engineer call out to reprogram the equipment is chargeable.

We only support the internet and Wi-Fi equipment we install however we will always attempt to help you with 3rd party equipment.

Maintenance

For landlord provided Wi-Fi. From time to time, we may carry out unscheduled system software upgrades and other maintenance tasks. This type of service usually does not interfere with your network but there may be occasions when the system needs to be restarted. When this happens, your internet service should return within about 10 minutes. To minimize inconvenience, we normally carry out this work late at night or weekends.

Speed

You can accurately measure your speed ‘here‘. For the most accurate results, please read the advice on this page. Please note that internet speeds will change due to high volume times of the day, others using it etc.

Guaranteed speed

The speed of the connection you order is the best speed your line can handle. There are too many factors governing the speed of your internet connection at your device. Cellular internet speeds will vary from very low to very high form one minute to the next. ADSL, SOGEA and FTTC speeds will vary slightly and FTTP speeds are fixed. We are referring to the speed of the connection from our internet servers to your router – not from the router to your device.

Fair usage

Please ensure that any internet equipment which is not in use has its internet access off. Examples include TV’s playing movies, camera monitors, unnecessary audio and video streaming, downloading and uploading torrents etc.

Game consoles

If you are using a game console or other device which requires a low ping, connect your device to the internet with a network cable instead of using Wi-Fi and you should get better performance.

Web filtering

Some of our installations will have web filtering, however this is not normally implemented. Please use your own system if you are concerned about internal usage.

Change my Wi-Fi key

For standard installations, we can give you instructions on how to change your wireless key. For landlord or Omega managed systems, the landlord or Omega manager may change a Wi-Fi key. There is no problem to do this, but all the records need to match. Raise a ticket and we will see what we can do.

WPS Button

Wireless Access Points (WAP’s) do not have a WPS button. Connecting your device to a WAP (not a router) will mean that you will need to use your Wi-Fi key. Our routers will have a WPS button. If you are connecting a device which supports WPS, to a router then you should be able to connect it using WPS.

Repeaters / Boosters / Range extenders

These take a Wi-Fi signal and re send it to improve range. For best results. place roughly halfway between your Wi-Fi source and the device you wish to use. The gain will be almost nothing if it is placed beside the Wi-Fi source or it is placed beside the receiving device.

Powerlines

Powerline devices cleverly use the mains cabling in your premises instead of network cabling. Powerlines come as a pair of devices. One is connected to your Router (with an network cable) and the other is connected to another device which has a network socket or a Wi-Fi device built in or both. The source device is then plugged into a mains socket (preferably not an adapter or a trailing lead). The other end is placed in the remote location to provide Wi-Fi or a network socket. Please note the 2 devices need to be mated. Also, you may be able to add extra remote devices. Signal degrades with range. If there is a fusebox between the source and destination device, signal may be lost altogeather.

Is my Wi-Fi 2.5GHz or 5GHz?

Modern WAP’s can transmit on both frequency’s, and some have a 6 GHz band. If you have a Wi-Fi 5 or higher device and you can only see 1 SSID, there is a fair chance your WAP automatically switches to the best frequency to suit your needs. If you need any more detail, raise a ticket.

Port forwarding

For remote managed or Omada networks. Please raise a ticket indicating the incoming port, local port (usually the same) and the IP address of the internal device. Port forwarding for landlord installation is only possible with landlord consent, but do raise a ticket and we will take care of it if it is possable.

2 Factor Authentication (2FA)

2FA has been introduced to prevent unauthorised access to system administration.

Responsibility for usage

Responsibility for usage falls completely on the end user. We cannot accept any responsibility for any of the internet traffic to or from end users.

LED on a WAP

This is only for tenants who have a landlord provided Wi-Fi Access point (WAP) service. You can ask us to switch the LED on the WAP off. Just send us a ticket and we will confirm when this has ben done.