Internet FAQs

Find answers to common questions about your WCG internet service, from understanding modem setups to troubleshooting connectivity issues. We’re here to help you get the most out of your connection.

1. Can I use a VPN (Virtual Private Network) with my internet service?

Yes, you can use a VPN to enhance online privacy and security by encrypting your internet connection. Ensure your VPN software is compatible with your devices and network setup.

2. What is a modem?

A modem is a device that connects your computer or other devices to the internet. It takes the signals from your internet service provider and translates them into a form that your devices can use to access the internet. Basically, it's like the bridge that brings the internet to your home or office.

3. What is a modem and router combo?

A modem and router combo device combines the functions of a modem (translating the Internet signal) and a router (managing your home network). This all-in-one device simplifies setup and reduces clutter in your home network setup.

4. How do I reset my Modem?

To reset your modem, follow these steps:

• Locate the Reset button on the back/buttom of your modem.

• Use a paperclip or similar tool to press and hold the Reset button for at least 30 seconds.

• This will reset the modem to its factory default settings and then restart it.

Note: If you press the Reset button for only one or two seconds, it will only reboot the modem without resetting it.

5. What is the difference between upload and download speeds?

Upload speed refers to the rate at which data is sent from your device to the internet, such as uploading files or streaming video calls. Download speed is the rate at which data is received from the internet to your device, like downloading files or streaming videos.

6. Do I need a separate antivirus software for my devices connected to the internet?

While our network is secure, we recommend using antivirus software on your devices for added protection against malware and cyber threats.

7. How can I troubleshoot internet connectivity issues at home?

Check Cable Connections:

• • Ensure that all cables (Ethernet, coaxial, power) connected to your modem, router, and devices are securely plugged in.

Restart Modem/Router:

• • Power cycle your modem and router by unplugging them from the power source, waiting for 30 seconds, and then plugging them back in.

  • Allow the devices to restart completely and check if the internet connection improves.

Verify Device Connectivity:

• • Confirm that your device (computer, smartphone, tablet) is connected to the correct Wi-Fi network or directly to the router via Ethernet cable.

Disable Firewall or Security Software Temporarily:

• • Temporarily disable any firewall or security software on your computer or router to see if they are causing connectivity issues.

  • Remember to re-enable the firewall or security software after troubleshooting to maintain network security.

8. Can I set parental controls on my internet connection?

Yes, we offer parental control features that allow you to restrict access to certain websites or set time limits for internet usage on specific devices.

9. What is the difference between a wired and wireless internet connection?

A wired connection uses Ethernet cables for direct, stable connections, while a wireless connection (Wi-Fi) allows devices to connect without physical cables.

10. What should I do if I suspect unauthorized access to my Wi-Fi network?

Change your Wi-Fi password immediately and review connected devices in your router settings to identify any unfamiliar devices.

11. Can I use a Wi-Fi extender to improve my home network's coverage?

Yes, a Wi-Fi extender can enhance Wi-Fi signal strength and extend coverage to areas with weak signals in your home.

12. What are the common causes of slow internet speeds?

Slow internet speeds can be caused by factors such as network congestion, outdated equipment, distance from the router, or interference from other electronic devices.

13. What is fire-optic internet, and how does it differ from traditional cable internet?

Fibre-optic internet uses light signals transmitted through glass or plastic fibres to deliver high-speed internet. It offers faster speeds and more reliable connections compared to traditional cable internet, which uses coaxial cables.

14. What are the advantages of FTTH (Fibre To The Home) internet) ?

FTTH internet offers higher speeds for both uploading and downloading data, low latency, and is less susceptible to interference compared to other types of internet connections.

15. Is FTTH available in my area?

Please contact our customer service to check the availability of FTTH internet in your area.

16. How do I set up FTTH internet at my home?

Our technicians will handle the installation process for FTTH internet. They will install the necessary equipment and ensure that your connection is up and running smoothly. Note: FTTH is only available in select WCG locations; contact us to discuss.