Frequently asked questions
INTERNET FAQ
How can I reset my modem?
Simply unplug your modem from the power source or press the "Reset" button on the modem.
Will I receive a router?
Yes, there is a built in router in the modem.
Can I connect to the internet wirelessly?
Yes, the built-in router will distribute wi-fi connectivity, allowing you wi-fi on your devices.
How can I login to my modem?
Please follow the steps on the label to the back off the modem.
Does my modem have a firewall?
Yes, there is a firewall in the modem.
How can I block persons from connecting to my internet?
Please contact our Customer Care Department at 612-5465 option 5
How far can I receive wi-fi?
Within 100 feet from the router. Distance may vary due to placement of modem as well as signal obstruction. (Walls, Wires, Connected Devices)
Can I login to my modem and make adjustments?
Yes, you can login but it is not recommended. Please contact a CSR for assistance.
Can I leave my modem unplugged when I am not using it?
It is optional but not recommended.
Am I billed for the internet when my modem is unplugged?
Yes, you are billed for the internet when the modem is unplugged.
Can I relocate my modem after it is installed?
Yes you can, but it is not recommended (especially for Fibre Connections)
How do I troubleshoot?
Step 1: Check how many lights are on the modem.
Step 2: Reboot the modem by simply unplugging the adapter from the electrical outlet, wait ten seconds and reinsert the adapter.
Step 3: The lights must read as follows: power, DS/receive, US/send, online, link, if not please contact the call centre.
After rebooting if the following scenarios occur:
DS/ blinking - Contact CSR
US/send blinking - Contact CSR
DS and US blinking together- verify the MAC address and check the status of the modem
Online - Contact CSR
CABLE TV FAQ
How do I use the radio on my STB?
Please click on the menu button and navigate the radio.
How do I program my remote?
Step 1: Press setup and "A".
How do I troubleshoot No signal in the middle of the screen, both lights on with channel number?
Hand power the stb by pressing the on/off button.
How do I troubleshoot, No signal at the top of the screen or bouncing around ( blue screen) ?
Hand power the box by pressing on/off button
How do I troubleshoot No IC card?
Step 1: Open the window on the box where the card is inserted and remove the IC card.
How do I troubleshoot unrecognized card?
You can return the stb to the office or contact a CSR.
How do I troubleshoot duplicated/ missing channels?
Hand power the stb by pressing the on/off button and verify the lights that are on the box.
My EPG /Guide is not working.
Hand power the stb by pressing the on/off button and verify the lights that are on the box.
Can my setup box work with HDMI cables?
The setup box is required to work with av cables.
How do I troubleshoot No signal in the middle of the screen- red light and time only on the stb?
Step 1: Hand power the box by pressing the on/off button and verify the lights that are on the setup box.
STB not powering on/ not working.
Step 1: Hand power the box by pressing the on/off button and verify the lights that are on the box.
How do I troubleshoot Program No Right on the screen?
Please contact the Call Centre.
PREPAID TV FAQ
How do I change my volume settings?
Step 1: Select settings and go to TV and Sound.
How do I adjust the TV screen width (full screen)?
Step 1: Select settings
What do I do if there is Media Playback Error" on the screen?
Step 1: Power of the prepaid kit.
How do I troubleshoot "No Channels Available" on the screen?
Please contact the Call Centre.
How can I apply for Cable TV on the Amazon Fire Stick?
Step 1: Download the "Air Link TV" app from the Amazon App Store.
Does Air Link Communications supply firesticks?
Air Link Communications do not retail the Amazon Fire Stick,
https://www.airlinktt.net/retailer
GIGABIT SERVICES FAQ
How do I troubleshoot media playback error on my screen?
How do I reboot my IPTV?
How do I program my remote?
What is Air Link Gigabit?
Air Link Gigabit TV is cable service that runs on a fibre connection. The fibre package provides customers with a superior experience with high definition content.