Frequently Asked Question

PPPoE DIRECT CONNECT

This will determine if the issue is with your router or with the network.

Plug your computer/laptop directly into the YELLOW PORT 1 in the black box bypassing the modem/router.

Windows

This is based on Windows 7, but Windows 10 would be a similar process

STEP 1: Go to Control Panel

STEP 2: Go to Network and Sharing Centre

STEP 3: Select “Set up a new connection or network”

STEP 4: A pop-up window will appear. Choose “Connect to the internet”

STEP 5: A new pop-up window will appear. Click on “Set up a new connection anyway”

STEP 6: On new pop-up window. Click on “Broadband (PPPoE)”

STEP 7: On pop up window enter the username and password that we provided you

STEP 8: Press the “Connect” button

MAC

Please note: All new MACs need to have an adapter as they do not come with a direct ethernet port. These adapters can be purchased at your local technology or Apple retailer.

STEP 1: Go to System Preferences

STEP 2: Go to the Internet and Wireless section and click on “Network”

STEP 3: Under the Network screen, please select “Ethernet”

STEP 4: Then go to the “Configure IPv4” drop-down menu and select “Create PPPoE Service”

STEP 5: A pop-up window will appear asking you for “Service Name” you can leave this blank. Press the “Done” button

STEP 6: On the Network Screen please put in Username and password provided by us. In this instance Username is the Account name.

STEP 7: Tick “Remember this password” then click “Connect”

If you are connected successfully to the internet now. This means there is an issue with your router. We suggest you call your router manufacturer. As they will be able to see if there is an issue with your router or step you through settings that need to be changed that we are unaware of.