Frequently Asked Questions (FAQ)

Internet

The US/DS light is flashing on my modem.  What does that mean?


This is normally related to a line issue. Please try the following steps:

  1. Make sure the coaxial cable is screwed in tight in the wall outlet and into your modem.
  2. Unplug the modem from the power source for 2 minutes and plug it back in. Then wait 5 minutes to see if the problem remains.
  3. Press and hold for the reset button at the back of your modem for 15 seconds, using a pin or a pen. This will reset your wireless settings to factory default.
  4. Still flashing after 5 minutes? Call our tech support team at 1-833-636-8324 to have a certified cable technician dispatched to your location.




I see all five (5) lights on the modem but my devices won't connect on the wifi.


Make sure to use the proper SSID for your network. This information can be found on the white label underneath your modem. If it still won't connect, unplug the modem from the power source for a couple minutes and try again.




What is my wifi password?


Your wifi password is the Pre-Shared Key located on the white label underneath your modem. Make sure to put the capital letters where it applies.




My wifi coverage is not as far as it should be.  What should I try?


The wifi router built into the modem that we provide has two bands: the 2.4GHz and the 5GHz. In order to reach further, use the 2.4GHz. Your 2.4GHz band is the SSID (wireless name) without the -5G at the end. It is also recommended to install your modem on an upper floor level instead of the basement. This will also increase your reach. If you still need more range, contact your local IT specialist in order to get the proper equipment to extend your signal.




My speed test results on wifi are way lower than what I am subscribed to.  Howcome?


The wifi router built into the modem that we provide has two bands: the 2.4GHz and the 5GHz. In order to have maximum speed over wifi, use the 5GHz. Your 5GHz band is the SSID (wireless name) with the -5G at the end. Obviously, the closer you are to the modem, the higher the speed will be. Another setting that can be changed for wifi speed is by changing your wireless security to "Most Compatible". You can do so by logging into your modem. In the Wireless 2.4 GHz / Wireless 5GHz section, change the security mode to "Most Compatible" then click Apply. Please also make sure that you are not connected to both bands on your devices. Otherwise, they will try to battle between one an other and it will then make your connection much more unstable.




How do I login to my modem?


To access the modem, enter the following IP address in your address bar: http://192.168.0.1. An ARRIS page will come up. Your username is admin or cusadmin and your password is password. *If you choose to change your SSID and password, make sure to leave the 5G at the end of your 5GHz band in order to avoid conflicts on your network.




I have poor speed test results.  What can I do to improve this?


Speed test is a great tool in order to find out if your network is slower than what it should be. Here is a few tips/tricks in order to have the most accurate and best results when performing your test.

  1. Use our speed test website: neotech.speedtestcustom.com.
  2. Make sure that your host server is set to Eastlink (Barrie,ON). If not listed in the drop-down menu, type it into the search bar.
  3. Make sure there isn't any other device streaming or downloading while attempting to do the test. You can also unplug or turn off devices from your network and just use the one device to perform your test and have the most accurate result.
  4. Use a relatively new device. Older device may result in a lower test result.
  5. If there is any switch, hub or router plugged into the Arris modem, unplug them. That equipment can result in having slower speeds.
  6. Unplug any other devices that are connected into the ports of your modem in case that the cable or the device is causing issue.
  7. If you are performing the speed test over wifi, make sure to use the 5G band for better result and stand as close as you can to the modem.
  8. If you are doing a speed test over an ethernet connection, make sure to use a CAT5e or CAT6 cable. CAT5 cable is different than CAT5e and may not reach the maximum speed.




I want keep my Internet service during a power outage.  What should I do?


In order to do that, we recommend buying a battery backup model BE425M or better.





IPTV

My guide isn't showing the right date and time.  What should I do?


In order to resolve this, please press the green button at the bottom of the remote. If this doesn't work, press the "Refresh" button. It is located to the right of the number 6 on your remote, for those of you using a VBox. For the Android TV users, the button is located on the left in the middle area of your remote.




My television shows a No Signal message.


Make sure that your VBox/Android TV is powered ON. The light will be blue at the front if it is. Make sure that you have selected the right source/input. If your VBox/Android TV is plugged into the HDMI 1 port, you have to select HDMI 1 by changing the source or input with your television remote.




My VBox is randomly asking me my username and password.


In order to sign in again, please press the refresh button located to the right of the number 6 on your remote. If it still won't let you login, please contact our technical support team at 1-833-636-8324.




Can I share my IPTV service with a friend/family?


Sharing the VMedia service over two Internet connections will create an IP conflict and some serious lagging on the system. You will not be able to enjoy the service that way.




My IPTV system keeps freezing.  What can I do in order to resolve this?


  1. Make sure to go through our Internet troubleshooting tab in case there is an issue on your network.
  2. Confirm that you aren't sharing the IPTV account with other friends and/or family on a separate Internet connection. Otherwise, it will create an IP conflict and your system will always be freezing.
  3. Unplug the power source of your vbox for at least one minute. This will clear your temporary memory and start off fresh.
  4. If connected over wifi, is the signal strength good in that area of your house? Have you tried that same vbox closer to the modem or connected directly to see if it will improve your connectivity?
  5. Have you completed your latest update? Your VBox may ask you to perform an update from time to time and it is very important to perform it.
  6. If the freezing issue remains after following the steps above, process to a clear cache and/or a Factory Reset of your vbox. There is a separate step by step to perform this.




My VBox is asking me to install an update.  Should I do it?


It is mandatory to install the update when the system asks you. It allows you to have the new features but also fixes minor bugs. By doing so, you avoid possible TV issues and interruptions.




How do I perform a Clear Cache or Factory Data Reset on my VBox?


Please find below the steps for different model of VBox.

AndroidTV Vbox

  1. Press wrench (SET) button on remote.

  2. Scroll down to Apps and Press OK.

  3. Scroll down to VMedia and press OK

  4. Select Clear Data.

  5. Remove Power from back of VBox.

  6. Connect power to back of VBox.

  7. Proceed through Quick setup. If prompted to enter VMedia TV credentials, press refresh button on remote.

  8. Confirm update by selecting OK if any update available.
Android 7.1 VBox
  1. Press wrench button on remote.
  2. Scroll down to Apps and Press OK.
  3. Scroll down to VMedia and press OK.
  4. Scroll to Data Usage and press OK.
  5. Select Clear Data.
  6. Remove Power from Back of VBox.
  7. Connect power to back of VBox.
  8. Proceed through Quick setup. If prompted to enter VMedia TV credentials, press refresh button on remote.
  9. Confirm update by selecting OK if any update available.
Android 4(.1 and up) VBox
  1. Press wrench button on remote.
  2. Scroll down to Apps
  3. Scroll across to "ALL"
  4. Scroll down to VMedia and press OK
  5. Select Clear Data.
  6. Remove Power from Back of VBox.
  7. Connect power to back of VBox.
  8. Proceed through Quick setup. If prompted to enter VMedia TV credentials, press refresh button on remote.
  9. Confirm update by selecting OK if any update available.
Perform factory reset: STEP 1: Locate the small reset button on the VBox. It is typically between the USB ports STEP 2: Press this button in and hold it. (You will most likely need a pen or a pin for this) STEP 3: With the reset button pushed in, unplug the power from the back of the VBox and then plug the power back in. STEP 4: Continue to hold the reset button until you get to an Android boot menu. This is after the VMedia logo. Once you see this menu, you can let go of the reset button. STEP 5: Scroll down and select: Wipe Data / Factory Reset. STEP 6: You will need to confirm this action. Select YES STEP 7: When the wipe is complete, it will take you back to the initial android menu. Select the first option: Reboot System Now. Factory Reset on VBox Max 1. Unplug the power cord 2. While holding the power button on top of the vbox, plug back the power cord 3. Hold the power button until an Android menu appears on your screen 4. Scroll down and select the Factory Reset option to erase all the data

*If still acting up Vbox may be need to be swap at this point.




How do I setup my remote to work as a universal remote?


This option is only available on the newer Android TV models. You can follow the steps below in order to configure your remote. 1) Press TV Button on remote and hold for 5 seconds until flashing 2) Press Power button on remote 3) Press channel up button 4) Press arrow up button on directional pad until TV turns off 5) When TV turns off, press OK button on remote to confirm. VBox Max instructions 1) Press TV button 2) Press & Hold SET button for 5 seconds on the VMedia remote 3) Press POWER once on the VMedia remote 4) Align original TV remote face to face with the VMedia remote and press the POWER button on original TV remote until the TV button on the Vmedia remote starts blinking (3 times ON, 3 times OFF). When blinking stops, press SET (click) again.




How do I enable recordings on my external device?


1) Plug in External USB Drive 2) Press Settings (wrench) 3) Storage 4) Select external device and Format 5) When complete Exit that screen 6) Go on EPG (Guide) then click Back once 7) Select Settings > Recording OR TV > Recordings (Vbox4 & Vbox7) and toggle ON the External device to enable recording




I need to manually unplug my VBox Max to power it ON. How do I avoid this?


1) Click Settings (wrench logo on the remote) 2) Device Preferences 3) Screensaver 4) Change put device to sleep to: Never It is also recommended to Disable HDMI CEC. You can access it in the Settings by pressing the WRENCH button on your remote. Then, select MORE SETTINGS. Press OK on HDMI CEC. Disable them (they will grey out).





VOIP Phone

How do I setup my system?





I have no dial tone.  What should I look for?


1. Make sure your unit is connected from Internet port (SPA-112) to your Internet modem. 2. Internet light (2nd light (planet logo)) should be solid green. 3. Still no light? Try a different ethernet cable or a different port on the modem. 4. If Firewall is enabled in your router, make sure you grant access SIP Gateway. In Neotech Arris modem this will be located under Firewall > ALG > Put a checkmark on SIP > Click Apply.




I want keep my telephone service during a power outage.  What should I do?


In order to do that, we recommend buying a battery backup model BE425M or better.




How do I access my voicemail?


In order to look at your messages, dial your phone number. Your default password is 1234.





29 Byng Avenue, Suite 5

Kapuskasing, Ontario  P5N 1W6

OFFICE HOURS

Monday to Friday: 9 a.m. to 5 p.m.

© 2020 North East Ontario Technologies Inc.  All Rights Reserved.