Troubleshooting-You can do it!

Here are some of the top issues, our customers ask about:

I can’t connect to the internet.

  • First, let’s make sure your data is turned ON.
    • iPhone
      • Tap Settings and choose Cellular
      • Choose Cellular Data->If data isn’t turned ON, turn it ON
    • Android
      • Tap Settings and choose Connections
      • Choose Data Usage then Mobile Data->If data isn’t turned ON, turn it ON
  •  If that didn’t resolve the issue:
    • Sometimes the APN (Access Point Network) is missing or wasn’t set up properly in your phone. The APN is what allows your SM card to connect to the internet.
    • iPhone
      • Tap Settings and choose Cellular
      • Choose Cellular Data then Cellular Data Network
      • Under APN, you should see web.c1.bm. If you don’t see web.c1.bm, enter web.c1.bm.
    • Android
      • Tap Settings and choose Connections
      • Choose Mobile Networks then Access Point Names->You should see web.c1.bm.
      • If you don’t see web.c1.bm->Tap Add->Name=One, APN = web.c1.bm
  • Still not working?
    • Have you just returned from overseas? You may have incurred roaming data fees $500 or more.
      • No, I’ve been in Bermuda->Call 700-7000 to speak with a friendly One representative.
      • Yes, I’ve just returned from overseas->Check for a text message from us notifying you of roaming data fees.
      • Yes, I have a text message notification-> Your data service may have been suspended to stop you from incurring more roaming fees. Call 700-7000 to speak with a friendly One representative.
      • No text message? Call 700-7000 to speak with a friendly One representative.

I can’t connect to WiFi.

  • First, let’s check your WiFi settings
    • Is your WiFi setting turned ON?
      • iPhone: Settings->WiFi->ON
      • Android: Settings->Connections->WiFi->ON
  • Are you already connected to a WiFi network?
    • Yes-> Check the signal bars at the top of your screen. It might be that the signal is weak or has dropped.
      • I have only 1 bar->The signal is weak. Choose another available WiFi network.
      • I have full bars-> Check that Data is turned ON and the APN is entered correctly
    • No->Tap WiFi and choose the WiFi network you want to connect to.
  • Check Bluetooth Setting
    • Bluetooth (technology used to transfer data between fixed and mobile devices) can sometimes interfere with WiFi connectivity and range.
    • Turn Bluetooth OFF and test WiFi again.
    • iPhone: Settings->WiFi->ON
    • Android: Settings->Connections->WiFi->ON
  • Still can’t connect?
    • Call 700-7000 to speak with a friendly One representative.

My mobile data/internet is slow.

Are you connected to your home WiFi network or an outside WiFi network or the One mobile network?

  • My home WiFi network
    First, let’s start at the source-speed delivered to your modem.

    •  Check the connections between your computer and the modem (coax cable, power cord) and ensure the modem is securely connected to the power cord.
    • Unplug the power cord from the modem for 30 seconds then plug the power cord back in. Your modem can take up to 10 minutes to restart so hang tight.
    • Let’s do a speed test!
      • A speed test will verify speed you are getting to the modem. It’s best to run the test from a direct connection to your modem.
      • If you don’t have a laptop or desktop computer connected directly to the modem, use your smartphone at your modem location.
      • Click here to start your speed test.
    • How is the coverage in your home?
      • On your mobile device, how many signal bars do you see?
        • Low or no bars: Signal range is poor.
          • Test the signal in your home by walking from room to room to identify areas of strong and weak signal.
          • One has a Home QiFi solution that works! Visit one of our retail locations to take home the OneHome WiFi system today.
          • Click here to learn more.
        • Full bars: Signal doesn’t seem to be an issue.
          • How many people are on your network at the same time and how are they using data? You might need to increase your home internet plan.
          • One Internet customer? Call 700.7000 to speak with a friendly One representative about a plan that best fits your needs.
    • Next-let’s check your mobile device (smartphone, tablet, laptop)
      • Restart your mobile device to refresh your profile on the network
      • Check the notification on your Home screen to see if there are any updates you need to install
      • Follow the steps below to optimize your smartphone performance:
        • iPhone: Device care not available
          • Disable apps you don’t use: Settings -> Cellular -> Under Cellular Data is a list of apps. Turn off any unwanted apps.
          • Disable app notifications you don’t need: Settings -> Notifications -> Turn OFF Allow Notifications
        • Android: Perform Device Care to optimize performance Settings -> Device Care -> Optimize now
          • Disable apps you don’t use: Settings -> Apps -> Tap on unwanted app and choose Disable
          • Disable app notifications you don’t need: Settings -> Notifications -> Turn OFF unnecessary notification
  • An outside WiFi network
    • How is the signal strength?
      • On your mobile device, how many signal bars do you see?
      • Low or no bars: Poor signal strength
        • Are there a lot of people in the same area using WiFi? If you are at a crowded venue, this could be causing the poor WiFi speed.
        • Is there another WiFi network you can connect to? Try that.
      • Full bars: Strong Signal
  • Next-let’s check your mobile device (smartphone, tablet, laptop)
    • Restart your mobile device to refresh your profile on the network.
    • Check the notification on your Home screen to see if there are any updates you need to install.
    • Follow the steps below to optimize your smartphone performance:
      • iPhone: Device Care not available
        • Disable apps you don’t use: Settings -> Cellular -> Under Cellular Data is a list of apps. Turn off any unwanted apps.
        • Disable app notifications you don’t need: Settings -> Notifications -> Turn OFF Allow Notifications
      • Android: Perform Device Care to optimize performance: Settings -> Device Care -> Optimize Now
        • Disable apps you don’t use: Settings -> Apps -> Tap on unwanted app and choose Disable
        • Disable app notifications you don’t need: Settings -> Notifications -> Turn OFF unnecessary notification
  • One mobile network
    • How is the signal strength?
      • On your mobile device, how many signal bars do you see?
      • Low or no bars: Poor signal strength
        • This might be caused by the building construction / layout. When the signal has to penetrate concrete floors and walls, speed is compromised. Take a walk to see if there is another area where the signal is stronger.
      • Full bars: Strong Signal
        • Are there a lot of people in the same area using WiFi? If you are at a crowded venue, this could be causing the poor WiFi speed.
        • Is there another WiFi network you can connect to? Try that.

 

My WiFi signal is weak/drops off in certain locations

Do you have OneHome WiFi?

  • Yes! Try moving your beacons to another location then test to see if the signal has improved?
  • No: OneHome WiFi is a smart WiFi system that creates seamless coverage in and around your home.
    • Visit a retail location to sign up and take your eero units home to self-install. It takes about 10-15 minutes to set it up.

Modem location: Your modem should be in a location central to the users in your home and should be in an open area where the signal can communicate freely.
If you have another cable outlet, try moving the modem to see if the WiFi range is stronger.