This support FAQ is a work in progress. For information on anything not covered here please phone technical support or 1 (844) 776-3747.
The first thing to try if you are having connection problems is to reboot your radio. To do this unplug the power cord, wait 10 seconds, plug it back in. This is also known as a “power cycle”. The power device which sends power to the ESIS radio is usually a white box with a green light, a 4″ x 4″ square with 3 cords attached, plus a green ground wire.
If your connection is not restored, next perform a power cycle on your wireless router if you have one.
On a shared system such as ours, the network can slow down at times of peak usage. These are generally evenings. If you are curious as the true performance of your internet connection, please visit www.speedtest.telus.com and record your results. By keeping track of the speeds you see at different times of day you will see what your connection is capable of and also how it performs when the system is busy. If your download speeds are consistently below 1 Mbps please contact technical support. You should generally see results around or slightly above 1.5 Mbps in ideal conditions. You may email a log of your results at different times to the support staff [ email@example.com ] if you feel that there are issues with your connection that need to be addressed.
Depending on your connection speed and that of the server you are connecting to, and the quality (resolution/bitrate) of the video you are accessing, some video streaming services will “buffer” if the download cannot keep up to the playing time. Sometimes you can pause and wait for it to buffer further in advance. Be advised that video on demand services such as netflix and Shaw Direct VOD will consume more bandwidth than most other online activity, and frequent viewing makes you more likely to exceed your monthly throughput threshold of 20GB after which the data that you transfer will be billable and you will incur extra charges. ESIS makes no guarantees that video streaming services will operate reliably during peak times of heavy network usage. Please be considerate of your neighbours and moderate your own usage responsibly.
Watching movies or TV shows on Netflix uses about 1 GB of data per hour for each stream of standard definition video, and up to 3 GB per hour for each stream of HD video. You can change your default settings in your Netflix account to use less bandwidth
- Low (0.3 GB per hour)
- Medium (SD: 0.7 GB per hour)
- High (Best video quality, up to 3 GB per hour for HD and 7 GB per hour for Ultra HD)
- Auto (Adjusts automatically to deliver the highest possible quality, based on your current Internet connection speed)
Anti-virus and anti-malware software
In our informed opinion as your Internet Service Provider, it is essential that you maintain basic protection from malicious software on your devices. Antivirus and anti-malware software is easy to find and install and there are a variety of free options available on various download sites around the net. There are also options for blocking popup ads in most browsers and we encourage you to try other web browsers to find one you like best. Be careful with plugins and especially toolbars as some can slow down your computer and degrade your web-browsing experience. While ESIS cannot endorse any particular products, our technicians often recommend Avast! Free Antivirus and MalwareBytes Anti-Malware.
Many popup and other web ads pretend to be things they are not. Don’t click on anything but the red X of any window you don’t trust or didn’t ask for. Some will even pretend to be windows operating system, or antivirus messages. Be wary and vigilant to guard against scams. If you are getting a message about an infection ensure it is coming from the antivirus program that you have installed. There are fake anti-viruses which are scams.
Be careful not to install any optional, ad-supported, or other components which are not part of the software package you are installing. Very often free software publishers are subsidizing their operations by putting a “would you also like to install this?” type of option which will get you something else, which might compromise your system. Toolbars can often be adware or spyware (two types of malware) and often sneak into your system this way. Watch for them, and uncheck those boxes during installs. In Windows, you can generally uninstall any unwanted program through the control panel. Be careful and play it safe.