Questions and Answers

1. What is the Internet service by Phuketconnect ?

1. Phuketconnect is the local Internet Service Provider that operates in Phuket area. The company provides high-speed Internet broadband service on the optical fiber technology.
   
   
2. The company focuses on the good quality Internet service and high performance Wi-Fi signal to serve the smooth Internet service experience.
   
   
3. The company operates fast after sales and service process in order to solve the problem responsively to create the reliable service.

2. Package

3. What is Cable TV service ?

1. Cable TV service is the TV programme service platform which has variety of channels sent by Digital transmission standard.
   
   
2. This transmission standard can operate without using the Internet protocol which creates more stable service to the observer experience

4. How to match your Internet usage to the package?

1. Package 20/7 Mbps is for the small family which has 2-3 persons in house. This package is suitable for the customer who uses Chat application, Social media and surfing website.
   
   
2. Package 30/10 Mbps is for the small to medium size family which has 3-4 persons. This package is suitable for customer who uses higher internet bandwidth for playing online games and CCTV usage.
   
   
3. Package 50/20 Mbps is for the Medium size family which has 4-5 persons. This package is suitable for the customer who uses internet for video streaming, upload big data size, and playing online games in many devices at the same time.
   
   
4. Package 100/40 Mbps is for the large size family or small business which has more than 5 persons. This package is suitable for video streaming lover, uploading many big size data at the same time.  

5. Additional Service

Support to the CCTV online monitoring and other online applications.

6. Can customers change the package after the installation?

1. In case of grading to the higher package, the customer can upgrade after 3 months past.
   
   
2. The customer cannot downgrade the package until using the service for 12 months.

7. Does the customer can cancel the service before using 12 months?

1. Customer can cancel the service in 2 types.
   
   
   1. The customer, who get the discount of installation fees, needs to pay the fine in an amount of 5,000 Baht.
      
      
   2. The customer, who pays for the installation fee, can cancel the service before using the service until 12 months since the installation date.
      
      
   3. The company reserves the right to collect the equipment back when the customer cancels the using services in all cases.

1.Document and payment for the registration

1. Document
1. Copy of the customer’s identity
   
   
2. Registration payment
1. Free installation fee and wiring cost in the limit range of the fiber optic.
2. Free initial fee
3. Equipment deposit for 500 Baht

2. Installation details

1. The installation might have to drill the wall or the ceiling of the house in order to wire the cable to the installation place.
2. The customer will be received a router and ONU ( Optical Network Unit )
3. The limit range of the fiber optic is 20 meters for the internal installation coverage which is between the last pole in front of the house and the installation place. The customer needs to pay for the exceeded range than 20 meters for 20 Baht per meter to the installation engineering in the installation date.
4. The fiber optic wiring doesn’t include the underground wiring or wiring the cable in the tube.

1. Payment due

1. The bill will be sent every 25th date of the month

2. Payment channel

a. At the office

b. At counter service in 7-11

i. There is 15 Baht extra for this payment method.

c. At counter of SCB and Bangkok bank

i. There are 15 Baht extra for paying in the Phuket area and 30 Baht for paying outside Phuket.

d. Bank account transfer.

i. SCB account no. 633-3-03417-2

ii.BBL account no. 442-3-05291-1

e. At online bank application

i. It depends on the bank transfer fee policy, but, the normal fee is 25 Baht per transaction.

More information :

1. The customer is required to send the payment evident back to the office in order to confirm the payment.

2. For the online application channel, the customer needs the reference number of the statement in order to complete the payment.

1. The is the different between wireless 2.4 GHz and 5 GHz ?

1. Wireless band 2.4 GHz is the most general wireless band to connect the Internet in most devices. There are only 14 channels wide of this wireless band which is not likely enough for the Wi-Fi usage.
   
   
2. Wireless 5 GHz is the new wireless band that has more channels wide. This wireless band helps to create more stability in the wireless data communication standard.

2. Factor of the Wi-Fi performance

1. Obstacle
1. Wall
   
   
2. Rest room
   
   
2. Interfere signal
   
   
3. Antenna position

3. The meaning of Download and Upload

1. Download is the bandwidth usage for loading the data, for example, picture, website content and video from the Internet.
   
   
2. Upload is the bandwidth usage for sending or posting the data up to the internet, for example, sending text in chat, uploading photos to the social media and video live.

4. Router care

1. It is better to switch off the equipment when it is no need to use it in order to extend the equipment lifetime period.

1. Check the status of the Optical Network Unit (ONU)

1. Red sign
   
   
1. It means the signal is loss at the moment.
   
   
2. Solution
   
   
3. Reset the equipment 1 time.
   
   
4. Contact the staff on the phone number 076 – 222111
   
   
2. Blink green sign
   
   

It means the signal is not stable which is caused by the optical fiber damaged.

Solution: Please, reboot the ONU.

c. The stable green sign

It means the signal is stable. But, If the Internet is not connected.

Solution : Please, reboot the Router which has antennas by pull off the adapter for 5 minutes.

adapter for 5 minutes. If there is still no Internet, please contact the call center number 076-222111.

2. There is no wireless name in the device.

Solution :

1. Please, turn off/on the Wi-Fi in the device.
   
   
2. If there is still no Wi-Fi name, please check the light in front of the router or reboot the router.
   
   

3. Cable TV support

1. There is only noise black and white on the screen
   
   Solution : The customer needs to change TV mode to AV or HDMI mode by selecting                  the INPUT sign
2. There is the orange sign in front of the box
   
   It means the box is turned off.
   Solution : The customer needs to turn the box on to have red and green sign.
   
   
3. The channel is disappeared
   
   Solution : Please select 9988 in order to reload the channel.

Notation :

If the customer follows the above solution and it still has the problem, please contact our staff to help you by calling 076-222111. The company will not recommend to reset the router or ONU by yourself. our staff to help you by calling 076-222111. The company will not recommend to reset the router or ONU by yourself.