FAQ. -Windows: 1. Click on the wifi icon by the notification área (bottom right side)

Transcription

1 FAQ INTERNET: How can I connect to my Wi-Fi network? -Windows: 1. Click on the wifi icon by the notification área (bottom right side) 2. Select the Wi-Fi network you want to join and click on connect 3. Put the password in Keep in mind the Wi-Fi interface is case-sensitive, so make sure you type the right characters -Android: 1. Go to settings

2 2. Go to Wi-Fi 3. Press the Wi-Fi network you want to connect to 4. Put the password in Keep in mind the Wi-Fi interface is case-sensitive, so make sure you type the right characters -IOS: 1. Go to settings

3 2. Go to Wi-Fi 3. Press the Wi-Fi you want to connect to 4. Put the password in Keep in mind the Wi-Fi interface is case-sensitive, so make sure you type the right characters -MacOS: 1. Click on the menu Wi-Fi icon (top left side)

4 2. Click on the Wi-Fi you want to connect to 3. Put the password in Keep in mind the Wi-Fi interface is case-sensitive, so make sure you type the right characters My Wi-Fi does not show up on the list Try the following: 1. Switch off and back on the Wi-Fi adapter on your device To switch off and back on your Wi-Fi adapter go to SETTINGS>WIFI press on the Wi-Fi switch to disconnect, wait for a few seconds and press over to switch back on 2. Go to the distribution panel (electrics) and turn off the ALUMBRADO/LIGHTS switch, wait for 10 seconds and turn back on. Wait 5/10 minutes for the router to restart and try again

5 3. If your Wi-Fi network keeps not showing up contact to Customer Service to confirm your Wi-Fi settings are correct. If your A2Z agent detects any problem can try to fix it, if not possible remotely we will send you an engineer I m connected to my Wi-Fi network but I haven t got any internet Try the following: 1. Switch off and back on the Wi-Fi adapter on your device To switch off and back on your Wi-Fi adapter go to SETTINGS>WIFI press on the Wi-Fi switch to disconnect, wait for a few seconds and press over to switch back on

6 2. Go to the distribution panel (electrics) and turn off the ALUMBRADO/LIGHTS switch, wait for 10 seconds and turn back on. Wait 5/10 minutes for the router to restart and try again If you have our Areanet Rural internet service try to reset the PPPoE user and password on your router. To check the instructions for resetting the PPPoE user and password click here My Internet is running very slow To confirm your speed issues is recommended to perform a speed test To perform an accurate speed test consider the following: 1. Disconnect any other device from your Wi-Fi router (Wi-Fi or hardwired) 2. Connect just the device you are using for the speed test (hardwired recommended, directly to the router or to one of the telephone/ethernet sockets on the wall) 3. Visit and perform a speedtest by clicking START If your speed test is below normal (less than 75% of the service you should have) contact to Customer Service Can I pick my own SSID and the password for my Wi-Fi? Yes. During the installation the engineer will ask you for your settings, and if you wish, you can pick the name for your Wi-Fi (SSID) and the password to get access

7 Can I change the password by myself? Yes, if you have knowledge about the management of Wi-Fi routers you can ask for the Admin credentials by sending an to info@a2ztelecom.es Keep in mind that if your managenment causes a Wi-Fi malfunction and you need assistance, the engineer will charge you for solving the problem (30 +VAT) How many devices can I connect to my Wi-Fi network? By default, A2Z routers allow 100 devices (both hardwired and Wi-Fi) Can I relocate the router by myself? No, once installed if you want the router to get relocated you need assistance from one of our engineers. It costs 30 +VAT My router is broken can I get a new one free of charge? Yes, if the router is on warranty (2 years since the installation) I don t get Wi-Fi signal on certain areas of my house what can I do? If you have problems with the Wi-Fi range, contact A2Z and we will send you an engineer. He will provide the right solution for your requirements: -Relocate the router -Install a Wi-Fi booster hardwired to your router -Install a PLC (Power Line Communicator) What broadband do I need for IPTV? To guarantee the right functioning of an IPTV box, at least 10Mb are required. Keep in mind an HD IPTV streaming may spend up to 8Mb of your broadband so under a 10Mb connection the rest of the devices may experience some navigation issues

8 Is A2Z my IPTV provider? No, the IPTV service is hosted on servers completely external to A2Z If my IPTV doesn t work, is liable to A2Z? For an IPTV to work, 2 different factors take part: -The internet service, provided by A2Z -IPTV servers, hosted and maintained by your IPTV provider (unofficial company has nothing to do with A2Z) To make sure if your problem comes from your IPTV provider or from A2Z, disconnect your IPTV box from the internet and perform several speed tests in different devices considering the following: 1. Disconnect any other device from your Wi-Fi router (Wi-Fi or hardwired) 2. Connect just the device you are using for the speed test (hardwired recommended, directly to the router or to one of the telephone/ethernet sockets on the wall) 3. DON T perform the speed test with the IPTV box, the result will not be accurate because the box spend some of your broadband just for being connected 4. Visit and perform a speedtest by clicking START If you get good results from the test then you can dismiss the problem is the internet service. Contact your IPTV provider to get the problem solved IPTV servers are unofficial and could experience some problems may not rely on the internet service Keep in mind if you call for assistance regarding IPTV issues and the internet service is working correctly, the engineer will charge (30+VAT) How long does it take to get my new Wi-Fi installed? Normally less than 48 hours, it may increase slightly depending on how busy we are If I have a problem, how long does it take for the engineer to come and fix it? Ocassionally we can send the engineer within the same day. Normally 24 hours, exceptionally it could take up to 48 hours

9 Can I contract more broadband? We provide services of 10Mb, 20Mb, 30Mb, 50Mb y 100Mb but don t hesitate to contact us because due to our desire of breaking through and our professional staff we are improving our services everyday Can I contract a fixed IP address? Yes, the fixed IP address service has an additional charge of 10 +VAT a month TV: I can t get the signal from the box on my TV Try the following: 1. Check if your TV is connected to the mains 2. Make sure the TV is on 3. Check that all connections on the box rear panel are plugged in as shown below 4. Make sure the HDMI leed is plugged in to your TV

10 5. On your TV remote press the AV/SOURCE/INPUT button 6. Select the input where your box is connected to 7. Make sure your box is connected to the mains and turned on In order to make sure the box is on check the front display

11 -On: shows the channel number -Off: -Init (initializing): the box is on but needs to be retuned If you tried everything and you can t get any picture contact to Customer Service If the box is broken A2Z will replace for free if it s on warranty (2 years since the installation) Channel list is empty Check that all connections on the box rear panel are plugged in as shown below

12 Try to retune the box. Get the retuning instructions by clicking in here I can t get any picture from the channels Check the box is connected to the TV socket with a male-to-female aerial Connect the aerial female connector to the TV socket

13 Then connect the aerial male connector to the RF DIGITAL IN on your box rear panel If the aerial is properly connected and you keep having problems, contact to Customer Service Keep in mind if the problem is a wrong aerial connection the engineer will charge (30 +VAT) Some channels are not available If there are some channels you can t watch check the channel list from A2Z (consider that the box may show on the list some channels from different providers not available with A2Z) To check the channel list go to go to TV tab, click on channels then scroll down and click on your resort. You will get the channel list on a PDF file

14 The picture brakes up or gets pixelated Check if the aerial is in good shape, if you re not sure of it, try to replace by a new one If you keep having problems contact to Customer Service Keep in mind if the problem is a faulty aerial the engineer will charge (30+VAT) Can I watch the HD programs without paying any extra? Yes, you don t need to pay any extra as the HD programs are included To get access to the HD programs you just need one of our HD boxes or a TV with the cable tuner (DVB-C) built-in

15 Can I reorganize the channel list? Yes, but only alphabetically. The channel list organization is sent from the A2Z TV reception servers but you can make a favourites channel list, adding the channels you like and sorting them as you want. To create a favourites channel list follow these instructions: Go to MENU>CHANNEL LIST>EDIT FAVOURITES LIST Here you can select the channels you want to add by pressing OK, then press SWAP to swap to your favourites list and add the selected channels pressing OK To switch among main list, radios, favourites list and alphabetical press LIST button twice and select the list you want How can I know the channels included on my service? To check the channel list go to go to TV tab, click on channels then scroll down and click on your resort. You will get the channel list on a PDF file

16 Can I tune the channels without a decoder? Yes, to get the channels you just need a TV with the cable tuner (DVB-C) builtin Connect the aerial from the TV socket on the wall to your TV, go to installation and perform full automatic search on cable mode (DVB-C) Can I get the channels in more than one TV? Yes, if you have the TV service connected already you get the signal in every TV socket of your house. You just need one of our boxes or a TV with the cable tuner (DVB-C) built-in connected to each TV point where you want to get the channels Can I enable parental lock for the configuration

17 Yes, you can block access to the menú and allow access only for watching the channels To do so, go to MENU>SETTINGS>PARENTAL LOCK Here you can block the access to the menu with a Pin-Code Can I change the audio language of a channel? Yes, if the cannel is transmitting in Dual mode (different languages) is possible to change. Pressing the OPTION button you get a list with the available audio languages for the program

18 Can I enable subtitles? Yes, to get subtitles go to MENU>SETTINGS>SUBTITLE With the arrows you can enable/disable subtitles and select the language

19 Can I record with my Wisi OR-410 Box? Yes, to be able to record a USB memory/hard-disk drive is required. Connect the unit into the USB conection on the rear panel to store the recordings. The unit must match with these requirements -Connection USB 2.0 -Maximum electricity supply 700mA -Maximum capacity 1 TB There are 3 different ways to record: 1. Pressing the record button by the bottom side of the remote, the box starts recording on selected channel, to stop recording press STOP 2. Press the EPG to get Access to program guide (some channels only show the current program and the next one) Select the program you want to record and press the record button The box will take you to the recording timer screen with all set to record the selected program Press activate and the box will start recording at the right time and channel

20 3. Record with the Timer: To set the timer go to MENU>TIMER>RECORD TIMER Select start and stop time, date, channel and repetition if needed (daily, weekly, monthly).for a single recording select repetition to NOTHING

21 The box will start recording at the right time and channel.to see and play your recordings press the ARCHIVE button

22 TELEPHONY: I don t have dialing tone Check if the telephone leed is connected from the phone base to the phone socket on the wall Try other phone sockets If possible, try a different phone If the problem persists contact to Customer Service I have noise/crackling/interferences on the line Check if the telephone leed is properly connected from the phone base to the phone socket on the wall Check if the leed connecting the pone base to the handset is properly connected Try to replace the telephone leed or, if possible, try a different phone If the problem persists contact to Customer Service I have dialing tone but I can t call on certain numbers Try to call different numbers to make sure the problem isn t on the other end If you re calling abroad make sure you re typing the right prefix Try phoning Customer Service (12724) to check if you are able to place calls Contact to Customer Service to get informed about the numbers you can call on with your telephone service What numbers can I call on with my internal line service? With our free internal line you can contact to every A2Z customer. Also you can call on shops and services on your site like Security, Pro-Shop and Restaurants You can check the resort phone directory by visiting your owners community office

23 IDENTIFY AND FIX WI-FI INTERFERENCES: 1. Download the free app Wifi Analyzer 2. Place yourself by the router, open the app and wait a few seconds for the WiFi channels spectrum Analysis to get completed A graphic with the Wi-Fi networks and the transmission channels will be shown If you see several WiFi networks on the same channel than yours, saturation may be causing some interfernces on your network The picture below shows 3 Wi-Fi networks with no saturation or interferences

24 The picture below shows saturation on channels 6 and 11, in this situation changing our Wi-Fi to channel 1 is recommended

25 To get the administration credentials send an to In order to change your Wi-Fi transmmision channel follow the instructions below Cable-Modem Router THOMSON/TECHNICOLOR: On your device connected to the Wi-Fi open the web browser and type the address Type the administration username and password Go to Wireless Spread out the Channel section (by default selected to auto)

26 Select the less busy channel from the list and click on Apply Your Wi-Fi router will start transmitting on the selected channel Cable-Modem Router ARRIS TG862S: On your device connected to the Wi-Fi open the web browser and type the address Type the administration username and password

27 Go to Wireless Spread out the Channel section (by default selected to auto)

28 Select the less busy channel from the list and click on Apply Your Wi-Fi router will start transmitting on the selected channel Router TP-LINK TL-WR841N On your device connected to the Wi-Fi open the web browser and type the address Type the administration username and password

29 Go to Wireless Spread out the Channel section (by default selected to auto)

30 Select the less busy channel from the list and click on Save Your Wi-Fi router will start transmitting on the selected channel Router NUCOM N300: On your device connected to the Wi-Fi open the web browser and type the address Type the administration username and password

31 Click on OK Go to WLAN

32 Spread out the Channel section (by default selected to auto) Select the less busy channel from the list and click on OK

33 Your Wi-Fi router will start transmitting on the selected channel

34 A2Z MOBILE 1.HOW CAN I ACTIVATE MY SIM CARD? Once A2Z has confirmed that the line has been activated you only have to insert the card in your mobile and make a call 2. HOW CAN I CONNECT MY INTERNET? (APN) Here you are the instructions to set up the APN in your mobile: Manual APN ANDROID / IPHONE 3. I HAVE BLOCKED MY SIM CARD AS I PUT THE WRONG PIN NUMBER, WHAT CAN I DO? If by mistake you enter the wrong PIN number three times your SIM will be blocked and you mobile will ask for the PUK number.you will find the puk number at the back of the card that A2Z gave you with your SIM card. If for some reason you are no able to find it contact A2Z helpdesk or info@a2ztelecom.es and we will be very pleased to provide it to you and you will be able to unblock it. To change the PIN number you will be able to do it following the steps on you mobile telephone guide. 4. HOW CAN I ACTIVATE MY VOIC SERVICE? A2Z offer a free voic service that is activated automatically once your SIM card is activated. You can access dialing 121 or abroad. 5. CAN I DISCONNECT MY VOIC SERVICE? Of course! Dialing the following code ##002# as a new call and your voic will be disconnected. 6. HOW CAN I ACTIVATE/DISCONECT THE CALLS FOWARDING SERVICE? Call free 222 from your A2Zmobile. Once the call fowarding service is on,your number automatically will be ringin to the number has beed diverted and the rate that will be applied is exactly the same that if you ring from your number to the diverted line 7. HOW CAN I ATIVATE/DISCONNECT CALLS TO THE SPECIAL NUMBERS SUCH US 806/803? Call free 222 from our A2Zmobile and we will very pleased to help you.

35 8. MAY I RECEIVE OR SEND SMS PREMIUM OR MMS? With A2Z mobile this kind of SMS are restricted 9. HOW CAN I CHECK MY MOBILE USE? Call free 222 and we will be very pleased to inform you. 10. CAN I LIMIT MY USE? Yes! Call free 222 and we can apply the limit you wish and before the limit is used you will receive an SMS to inform you 11. CAN I RING FROM MY A2Z NUMBER ABROAD? As an A2Zmobile customer you can call mobile and landlines in any country, and also send SMS. You only have dial the international destination prefix. If you have any doubt about the international rates we will very pleased to inform you. Remember that since 2017 the countries that belongs EU Zone are included on roaming so the price of the minutes or data will be the same that you have contracted in your A2Zmobile rate. 12. HOW CAN I RING WITH A HIDDEN NUMBER? To call with a hidden number you only have to dial #31# and the number you want to ring as a normal call. Please be in mind that is no possible to hide the number to send SMS, and also is no possible to know the number of someone that is ringing you with a hidden number 13. HOW DO I KNOW IF MY DATA CONTRACTED HAS BEEN EXCEDED? We will send a SMS when you get the 80% of the contracted data. When more of the 90% has been used we will send a second SMS informing you about the possibility of contracting an extra bonus to keep surfing with the highest speed.

36 A2Z BILLING WHEN I LL RECEIVE THE CHARGE IN MY BANK ACCOUNT? The invoice will be ready beginning of the month and you will receive the charge the 15 th in your bank account. A2Z SEND THE INVOICE TO MY POST BOX? Due to our enviorment policy and with the aim of guarantee the privacity of our clients A2Z send the invoies via . So if you want to change your contact details please contact us on info@a2ztelecom.es DUE TO AN UNPAID INVOICE MY SERVICE HAS BEEN CUT OFF. WHAT CAN I DO TO RECONNECT IT? You only have to contact us free dialing 222 or via emai info@a2ztelecom.es we will explain how to pay the outstantin amount that can be paid making a bank transfer or by credit / debit card. As soon as A2Z receive the payment the service will be reconnected.