Durham » FAQ

Frequently Asked Questions (FAQ)

• What is fixed wireless high-speed Internet and how does it work?
• How fast is the OmniGlobe Broadband connection?
• Apart from speed, what other advantages does the OmniGlobe Broadband connection have
  over dial-up, satellite or DSL?
• What can I do with a 1.5 Mbps connection?
• What do I need to do in order to get the service?
• What are the minimum requirements for my computer?
• Will I need to log in every time I want to access the Internet?
• How secure is my connection?
• Can I share the connection with other people?
• Can I set up the system myself?
• Can I lease the equipment or do I need to purchase it?
• What should I do if my connection stops working?
• Can you provide email addresses and if so, how many?
• What is Gmail?
• How do I configure my email client to work with gmail?
• Can I access my email when I’m on the road?
• Can I keep my existing address book and past correspondence?
• Can I use VoIP (Voice over Internet) with your service?
• What other services can you provide?
• Will I need a permit for the wall-mounted modem on the outside of my property?
• Where can I get information from?

Troubleshooting Tips

• My antenna appears to have moved
• My connection is not working
• My connection has been getting slower over time
• Some websites take longer to load than others
• Ever since the thunderstorm my connection has been acting up

Q. What is fixed wireless high-speed Internet and how does it work?

A. Fixed wireless high-speed Internet is a solution that can easily be deployed in regions where DSL and cable are unavailable. It uses radio frequency transmissions to connect your computer to a regional network using a small antenna attached to the outside of your property.

Q. How fast is the OmniGlobe Broadband connection?

A. Our high-speed Internet connection is over 25 times faster than a standard dial-up connection, and considerably faster than a satellite connection. It delivers data with download speeds of up to 1.5 Mbps (Megabits per second) and upload speeds up to 512 Kbps (Kilobits per second).

Q. Apart from speed, what other advantages has the OmniGlobe Broadband connection got over dial-up, satellite or DSL?

A. Unlike dial-up services, our broadband service will not block your telephone line. You can remain connected and happily surf the web, even while talking on the telephone.

Also, it does not suffer from latency (delay) issues, nor is it affected by adverse weather conditions, problems that are often associated with satellite Internet technologies.

Finally, it can easily be deployed in areas where DSL and cable are not available.

Q. What can I do with a 1.5 Mbps connection? 

A.  The better question is "what can't you do?"!  A 1.5 Mbps Internet connection allows you to do anything from surfing your favourite websites, downloading music on iTunes to using a Voice over Internet Protocol (VoIP) service.  Instant Messaging (IM) and downloading email are a breeze, and online gaming is now possible with your high speed Internet connection.  In short, the world is at your doorstep and just one click away!en will the service be available in my area?

Q. What do I need to do in order to get the service?

A. There are several ways to identify an interest in the OmniGlobe Broadband service, these include via phone (1-888-365-6664), via online registration or via e-mail. Once we have your contact information on file, a suitable date and time shall be arranged to initialize customer signup.

Q. What are the minimum requirements for my computer?

A. Your computer must either be running the latest versions of Windows 2000, XP, or Vista or the latest OS X version for a Mac. It must have a spare “RJ45” Ethernet/network port or broadband networking capabilities and a functional NIC (Network Interface Card). If in doubt, please contact your computer dealer, or check with us prior to installation.

Q. Will I need to log in every time I want to access the Internet?

A. No. Your broadband connection is “always on”. All you need to do in order to get connected is double-click on your web browser (i.e.: Internet Explorer or Firefox for example). It‘s that simple.

Q. How secure is my connection?

A. Unlike some other Internet providers, we own our own infrastructure from end-to-end. We also use industry-proven authentication and encryption technologies, as well as proprietary, closed protocols, to scramble signals and limit connections to our transceivers.

Q. Can I share the connection with other people?

A. Yes. You can purchase, or rent a wireless router that will allow you to share your Internet connection with other computers in your home or building.  Please note: you will need to ensure that your wireless router is secure in order to prevent hackers from using your connection once the router installed. Should you wish to add a wireless router that is not owned, or sold by OmniGlobe Broadband, please provide us with the MAC (Media Access Control) address of the router. This information is usually identified on a label that is placed under the unit. We will then remotely configure your modem so that it can authorize the new device. Once this has been done, you will be able to share your Internet connection within minutes.

Q. Can I set up the system myself?

A. No. The quality of our service relies on our certified technicians securely and professionally installing the equipment during customer sign-up. Our technicians are trained in all aspects of wireless high-speed Internet installations, from how to best position your modem to how best to bring the cable in to your building. They will also make sure that your connection is working properly before they leave and answer any questions that you might have about the service.

Q. Can I lease the equipment or do I need to purchase it?

A. As part of the installation, we will provide you with a range of CPEs (Consumer Premises Equipment) and antenna to best support the Internet service in your area. We will also repair or replace any faulty equipment, free of charge, provided that the failure is not due to human error or interference.

Q. What should I do if my connection stops working?

A. Please contact our support line at 1-888-365-OMNI (6664)

Q. Can you provide email addresses and if so, how many?

A. We have partnered with leading Internet company Google in order to provide our subscribers with up to 5 OmniGlobe-branded Gmail email accounts. These each come with 6GB of storage.

Q. What is Gmail?

A. Gmail, officially Google Mail, is a free Web-based email account. It is easy to use and allows users to either access theirs accounts from their own computers (using email applications such as Microsoft Outlook and Mac Mail) or remotely using a web browser (Internet Explorer or Firefox for example) from any computer that is connected to the Internet.

Q. How do I configure my email client to work with Gmail?

A. To learn how to configure Gmail, download our Instructional PDF.

Q. Can I access my email when I’m on the road?

A. Yes. Emails can be accessed via mail.omniglobe.ca.

Q. Can I keep my existing address book and past correspondence?

A. Yes, provided that your current ISP (Internet Service Provider) offers POP3 email service. You will be able to keep all undeleted emails sent and received at that address. If your address book information is stored in Microsoft Outlook or Mac Mail, you will also have the option of continuing to use that package with your new email address. If necessary, we can assist you in setting up your new email account, so that it integrates seamlessly with your current communications software. There is an additional fee for this service so please contact our customer support for additional information.

Q. Can I use VoIP (Voice over Internet) with your service?

A. We will be offering residential and commercial VoIP services over existing high speed Internet connections in the near future. Stay tuned!

Q. What other services can you provide?

A. We can provide and install surge protectors and wireless routers for an additional one-time fee. Surge protectors will prevent damage to your electronics, should there be a power surge such as that from an electrical storm power outage. As for wireless routers, they are required in order to share your Internet connections with other members of your household.

Q. Will I need a permit for the wall-mounted modem on the outside of my property?

A. No. A permit is not required to install the equipment on your property. Please note: tenants are required to consult their leasing/rental agreements or obtain their landlord’s approval prior to installation.

Q. Where can I get information from?

A: Information on the service is accessible through:

• Website – www.omniglobebroadband.com
• Toll free number – 1-888-365-OMNI (6664)

Troubleshooting Tips

Q.  My antenna appears to have moved.

A. The antenna on the side of your property has been installed in such a way that it communicates directly with our network tower.  Any change to the position of this equipment can disrupt the quality of your Internet connection.  It is important that you do not move, reconfigure, or otherwise interfere with the antenna at any time.  If you are experiencing difficulty with your Internet connection, please try the troubleshooting techniques below.  If you continue to experience difficulty, please call the OmniGlobe Broadband Helpline at 1-888-365-OMNI (6664) and we will dispatch a qualified technician to fix the problem.  OmniGlobe Broadband will not be responsible for the cost of repair if you have moved or otherwise interefered with the antenna.

Q. My connection is not working.

1.  Check that the Ethernet cable is properly attached to the Ethernet port on your computer.  It should fit
     much like a telephone cable fits into a telephone jack, with a click when it is firmly in place.

2.  Make sure you have not unintentionally reconfigured your software -- the TCP/IP settings should be
     set to "Obtain IP automatically".

3.  Check the grey box, usually located under your desk, to see if the two green lights are on.  If they are
     on, proceed to step 4.  If they are off, proceed to step 7.

4.  Unplug your wireless router (if you have one) and then plug it back in.  This process reboots your
     router and can solve minor configuration problems.

5.  Unplug the grey box from step 3 and then plug it back in.

6.  Restart your computer.

7.  Finally, ensure that the network is not going through a scheduled maintenance period, or unexpected
     outage by calling 1-888-365-OMNI (6664).

Q. My connection has been getting slower over time.

A.  It is possible that changes to the environment, such as increased foliage on a nearby tree, are creating a barrier between the antenna and the OmniGlobe Broadband network tower.  Do not move the antenna -- see "my antenna appears to have moved".  See if anything nearby is obstructing the communication between the antenna and the tower, and if possible remove that obstruction.  If the obstruction cannot be removed, contact the OmniGlobe Broadband Helpdesk at 1-888-365-OMNI (6664).

To see whether or not your connection is indeed experiencing problems, please click on this link: http://www.omniglobe.ca/speedtest/

Q. Some websites take a lot longer to load than others.

A.  Many factors come into play when downloading a webpage.  The webpage you are requesting may be coming from a server that is overloading resulting in longer download times.  This is not a problem with your download speed, but rather with their upload speed.

Q. Ever since the thunderstorm, my connection has been acting up.

A. It is possible that high winds have knocked your antenna out of alignment. Do not try to realign the antenne yourself -- see "my antenna appears to have moved". Call the OmniGlobe Broadband Helpdesk to schedule an appointment with a qualified technician. 

For any other questions about your service, please contact the OmniGlobe Broadband Helpdesk at 1-888-365-OMNI (6664)