FAQ

Technical question

Can more than one computer connect to the Internet at one time?

Yes, you can connect multiple computers to the Internet.  A router or hub will be required.

How can I test my Internet connection speed?

Visit our Speed Test site at the following address to test your connection speed.

What is a cable modem?

A “cable modem” is a device that allows high speed data access (such as to the Internet) via a cable TV (CATV) network. A cable modem will typically have two connections: one to the cable wall outlet and the other to a computer (PC).

How does a cable modem work?

Cable modems operate as their name suggests, by Modulating and Demodulating cable transmission signals. The cable modem receives the high-bandwidth data from the Internet and transfers it to your home or business. Your cable modem receives the high-speed data, and the Ethernet card translates the data to your computer.

The fact that the word “modem” is used to describe this device can be a little misleading, only in that it conjures up images of a typical telephone dial-up modem. Yes, it is a modem in the true sense of the word – it Modulates and Demodulates signals. But the similarity ends there because cable modems are far more complicated than their telephone counterparts. Cable modems can be part modem, part tuner, part encryption/decryption device, part bridge, part router, part NIC card, part SNMP agent, and part Ethernet hub.

Can I install a cable modem myself?

In order to ensure that your service is configured for optimum performance, we provide installation of your cable modem by a certified installer.

Will a cable modem replace my current modem?

While connected to the cable Internet service, you will be using a cable modem and not your phone modem; however, you may want to keep your phone modem in the event you move to an area that doesn’t provide cable Internet access.

Can I buy a cable modem?

You can buy or rent the cable modem from us. We provide and maintain your cable modem to you if you rent the cable modem from us.

What do I do if my cable modem is not connecting?

Look at the lights on your modem and take notice of which ones are flashing or solid and what color the lights are. All modems have one light for the status of the cable connection. It might be called the R/F, cable, or WAN light (if labeled). With most cable modems, it will be solid green if the connection from your modem to linknet is good. Consult your cable modem manual for interpretation of the lighting patterns or call Technical Support for further assistance.

Most cable modem connection problems can be resolved with a power cycle. A complete power cycle consists of unplugging the cord that provides power from your wall. You can unplug it from the wall or the back of the modem, but be sure to leave it unplugged for at least 30 seconds. Save open files, close open programs, and shut down the computer, and router (if applicable).

After 30 seconds, check the connections from the modem to the computer. Be sure the Ethernet cables are snapped in all the way and not kinked or damaged. Be sure the coaxial cable is tightened at the back of the modem and the wall jack.

Plug back in the cable modem and try holding the reset button for a few seconds (if you have one). Just wait for the Cable or R/F light to become solid green, and then turn on your computer (and router if applicable). Call linknet if this does not resolve your problem.

What do I do if I just bought a new computer, plugged it in to my cable modem, and it doesn’t work?

A complete power cycle or two should do the trick. Turn everything off for 1-2 minutes and turn it all back on. You’ll need to power cycle anytime you change any equipment, upgrade or downgrade your speed, or change the number of computers assigned to your account.

What should I do if my cable modem is connected, but my computer won’t connect?

Always start with a complete power cycle and reboot the computer. Sometimes other people using your computer accidentally misconfigure it, and this may prohibit your computer from connecting to the Internet.

How do I share my cable connection with another computer (or more?)

It is possible to have more than one computer use the cable connection, if you network your computers together. Purchasing an Ethernet switch/router will split the Ethernet that comes out of your modem into more lines. Be sure to purchase the correct length patch cable if your computers are in the same room. If they are in different rooms, you will need to run Cat5 network cable in the house.

 

 

 

How do I change the wireless channel on my wireless modem?

If you are using a Cisco wireless modem, please follow these steps:

  1. Open a new browser window. Type 192.168.0.1 into the address bar. Hit enter to bring up the Router Administration page.

 

You will now be asked for your user name and password.  If you have previously created your own personal user name and password enter them into the appropriate fields and click the Log In button. If you do not have a user name and the password leave both of these fields blank and click the Log In button.  Note: For your Internet security Linknet recommends creating your own unique user name and password.  

 

  1. From the menu bar, click on “Wireless”.
  2. Look for “Standard Channel” in the dropdown menu. By default, this option should be set to “Auto”. Click its accompanying dropdown and select a different channel.
  3. Click the “Save Settings” button. The router may reboot; therefore, you may need to restart your computer or re-establish your wireless connection. Once this has been done, please test your internet service. The connection should now be working. If you are still experiencing an issue, repeat the above steps to select a different channel from the dropdown. Different household devices may cause interference on different channels. You may need to try a few channels to find the one that works best for your network

You may also want to change your modem placement. If you live in a home with more than one level, placing your wireless modem on its side, so the light pattern runs vertically, may improve performance. It is also advisable to place your modem away from other electrical devices or appliances. Common sources of interference include portable phones, microwaves and electrical panels.

Objects or obstructions between the modem/router and wireless devices, such as metal or concrete walls, large metal appliances, metal cabinets or aquariums, can also cause interference.

 

 

Bill and payment

 

How can I pay my bill?

You can pay cash at our office;

You can send check and money order to our office;

You can pay with cash,check and master/visa card at our office;

you can directly deposit or transfer to our bank account and notice us the payment information such as branch number, amount and the code;

you can make the e-transfer to us by your self,and give us the question answer;

You can make the automatic authorized payment with your visa/master card.

Payment

  • Why isn’t my billing date the same as my activation date?
  • How do I make my payment by telephone banking?
  • How do I update my payment information?
  • What payment options are available?

Why isn’t my billing date the same as my activation date?

linknet is a pre-paid service provider which doesn’t lock you into any fixed term contracts. Because of this, we invoice our customers for their up-coming month of service before it begins.

Your invoice/billing date will always be one month prior to your activation date unless you have contacted our accounting department to adjust it. This gives us time to ensure that payment has been made for your upcoming month of service.

Each monthly payment covers you for one month of time based on your actual activation date, not the billing date. For example, If your service was activated on the 20th of the month, your invoice date would be the 20th of each month. The period of time each payment covers would be from the start of the 20th of the month until the end of the 19th of the following month.

 

How do I update my payment information?

If you are already making automatic credit card payments, you can update your payment information by calling us at 514-558-5682 .

 

If you are not already making automatic credit card payments, you will need to contact our Accounting department to set this up.

What payment options are available?

Your initial order can be paid for through one of the following methods:

  • Visa
  • MasterCard
  • Pre-paid Visa or MasterCard
  • Debit Visa/MasterCard

After your initial payment has been processed, you may contact our Accounting department to change your payment method to one of the following:

  • Visa
  • MasterCard
  • Due Upon Receipt (Pre-paid Visa or MasterCard, Online/Telephone Banking, Money Order, Cheque)

 

Can the installation technician bring my modem?

No they cannot.

Linknet provides third party internet access. This means that we make use of the incumbent providers’ (Bell, Rogers, Shaw, Telus ,Videotron , etc.) wiring to your home and in turn must use their installation technicians.

As a result of this, it is not possible to supply the technician with your hardware. It must be shipped to the post office that serves your address or picked up from our main office.

 

Can I use my own modem?

You most certainly can!

If your modem is approved for use with the service you are ordering, it does not matter who you purchased it from.

You can confirm that your modem is approved by following these instructions:

  1. Go to our web site linknet.ca.
  2. Hover over the INTERNET tab and then click on the service type that you intend to order (DSL or Cable).
  3. Enter your postal code into the“Check Service Availability in your Area” field then click “Check now”.
  4. Click on the “Get More Details”button located under the service speed that you desire. Make sure you select the speed that you plan to order! A modem approved for use with a lower speed may not be approved for use with a higher speed!
  5. Click on the “Approved Modems”tab located at the bottom center of the page.
  6. If your modem is on the list, you’re good to go!

Important:

  • The modem’s firmware version must exactly match the listed approved firmware version. Older or Newer firmware versions will not be accepted on the network.
  • You must own the modem! If your modem was rented from another provider and you are required to return it, we will not be able to use it with our service.

 

Can I Suspend My Account?

We currently do not offer account suspensions for our DSL, Cable, POTS, and Digital phone services.

If you will be leaving your connection dormant for an extended period, we may still be able to save you some money by downgrading your package to a lower priced alternative.

Alternatively, you can cancel your service and reactivate it when you return, but there are a few caveats:

  1. If you are on a grandfathered package you will need to select a currently offered package upon your return. Sorry, we cannot reactivate a grandfathered package.
  2. You will need to pay the full activation fee upon reactivation.
  3. If you are using grandfathered equipment (such as a DOCSIS 2 modem), you will need to upgrade it before re-activating your service to meet current network requirements.

The best option for you will depend on your circumstances and how long you intend to leave the connection dormant.

We welcome you to contact us during work hour at 514-558-5682 to discuss your options.you can send your request to our e-mail info@linkca.net .