AirTouch Connections Limited

The following tips are designed to help you in case you experience any difficulties in accessing our internet from your computer.

Issues at Hand:

1. Not able to access the internet at all e.g. “Page cannot be displayed”?
   1. Check that you have the correct IP and DNS addresses as assigned to you the first time you were connected.  Never try to use an IP that was not assigned to you by our staff as this will automatically block you from accessing the internet.
   2. Then try to ping the gateway IP as it appears in your IP settings e.g. 192.168.219.1 -t
   3. If the message displayed is, “destination unreachable…”, then either your computer has not been assigned an  IP or the ethernet cable is not properly plugged into your computer.  Check and correct the situation.
   4. If the gateway IP times out (request timed out...) then check that the UTP cable that connects your computer is well connected to your switch or router.  It is advisable to power off the switch then power it on after a few seconds as this is a normal occurrence in networks.  If you have no access to the switch, please call any of our support lines for help.
   5. If you connect to our gateway using a wireless access point, check that the WLAN has a blinking green light on.  If it's not blinking, please power the AP off and on until the blinking green light is on, otherwise call our support lines for help.  Ensure you do not unnecessarily move the antenna connected to the AP from its original position when it was installed and worked well.
   6. If the gateway IP replies but still there's no access to the internet, try to ping any of the DNS addresses as they appear in your IP settings e.g. 196.201.225.18.  If they still time out, please call any of our support lines for help.
   7. If the DNS replies but still there's no internet access, try ping any website domain e.g. ping www.yahoo.com.  If this request  times out too, please call any of our support lines for help.
   8. If you ping any website domain and it replies but still cannot access the internet, first ensure that you have no proxy settings in your browser and your payments details are current (as the service might be disconnected) otherwise call any of our support lines for help.
   9. Please note that sometimes the internet can go off for a few minutes as we use wireless technology that might have some interference.

2. Able to access the internet but find it very slow most of the time?
   1. The speed you get depends on the file size that you want to download.  Big files e.g. more than 1MB take long to download while small files downloads fast.
   2. Always ensure your computer has antivirus installed otherwise viruses can make your computer very slow.
   3. Set your computer in such a way that it deletes internet temporary files, cookies and other unnecessary files which can slow down your computer
   4. Ensure your computer has the adequate memory and processor.  We recommend minimum of 256 RAM.
   5. Most our clients are on a shared bandwidth which means sometimes it can be slow but not all the time.  If you find it slow all the time, please call any of our support lines for help on how to upgrade.
   6. If you are paying for a dedicated or high priority link and you find it slow than the speed agreed on, please call any of our support lines for help.

3. You make calls and voice chat using your internet but most of the time voice quality is not clear?
   1. Voice calls usually requires stable and dedicated link to maintain excellent voice quality and we cannot guarantee you quality voice unless you are on a premium service for voice usage.
   2. We provide an internet call service which is properly routed in our system and is always clear and very affordable.  If you want to subscribe to this service, please call any of our support lines for sign-up form.
   3. In case you want to use other internet call service providers, please call us to upgrade your internet to premium service at a premium fee.  We will need you to provide us with some details of your provider so as to upgrade your service.
   4. If you are on the above and still get poor voice quality, please call our support lines for help.