NOTE:  Your modem and router will need to be located. They are small boxes with several lights, some may be blinking. The modem is usually located in your utility room where the fibre line, phone line or cable coax lines come in to your house and your router is usually located in a central location to give the best signal. They could also be near your computer or TV.

Resetting a modem and router is as simple as doing a power cycle. We recommend starting with the modem then moving to the router.

1. Pull the power plug
2. Wait 30 seconds
3. Plug it back in.

It can take approximately three minutes for the modem and router to make the connection.

There are a number of things that can cause the internet to be slow, or seem/feel slower. Here are some of the most common reasons for slower internet speeds.

• File Sharing / File transferring.
• Your online backup is running and uploading your back-up set.
• Your PC is infected with some sort of Malware that is uploading data without your knowledge.
• Online video streaming / high bandwidth gaming.
• Your usage may have outgrown your current plan. You may need to speak to our office about upgrading to faster internet.

If you feel your internet connection is transmitting at a slower speed than it is supposed to there are a few things to check.

WEAK WIFI SIGNAL

• If you have a room that is far from the WiFi router you may need an Access Point to improve the signal in that area of the house. Please call Internet Support and report this problem.
  • For your convenience EH!tel has rental options. For optimal use it needs to be hardwired back to your main router and an installation/wiring charge may apply.

RUN A SPEED TEST

1. Make sure no computers on your home network are currently using the internet except the one you are going to do the test with.
2. Browse to this page: SpeedTest.net (replace this with our embedded link)
3. To start the test be sure to click the big “GO” button.
4. Wait for the speed test to finish. Your results should be “up to” the Internet Service Package you have signed up for.

If your speed test results still show a slower connection than expected try some of these steps listed below.

BYPASS ROUTER

If you have your own router try bypassing it. Take out the ethernet network cable plugged into your router’s Internet/WAN port and plug it directly into your computer.

1. Unplug the ethernet network cable plugged into your router’s Internet/WAN port.
2. Plug this cable directly into your computer/laptop network jack. Note: It is a keyed connection so it will only fit in the correct spot.
3. Most customers connect via DHCP so you should automatically have a connection to the internet after plugging in. If you do not you may need to contact us
4. Follow the steps above under Run a speed test.

If you have further problems with your internet speed test please contact Internet Support for further assistance and let them know the steps you’ve already taken.

If you need assistance on a technical issue, please fill out the contact forum on the main Support Page

Yes. Our internet plans have no caps and there are no restrictions on customer’s usage unless the activity endangers the EH!tel network.

Internet speed varies and can fluctuate according to the time of the day, your local network, network congestion, and other factors that EH!tel cannot influence, so we cannot guarantee your maximum speed at all times.

WIFI INFORMATION

Please note that WiFi is convenient and the only option on some devices however it will always be inferior to hard wired connections.
WiFi signals may be stronger in some areas of the house than others. This could be due to interference, location of WiFi router, or the device connecting to WiFi. Every device is designed and operates differently. Not all devices can receive full speeds on wifi. Most routers also restrict a single device from taking all the available bandwidth.