5. YOUR SPEED IS MUCH LOWER THAN SPECIFIED IN YOUR OFFER
1. Speed test
You can check your internet speed by taking the speed test on
speed test.voo.be
. To take the test in optimum conditions,
you should respect the following criteria during the test:
• Use a computer with a cable connection
• Do not view any streaming videos or connect for a video-conference
• Do not use software that is downloading
• You must be the only user connected to the modem (switch off other devices such as tablets, smart TVs, smartphones, etc.)
2. Loss of speed due to the Wi-Fi connection
Wi-Fi is subject to a lot of interference. The distance to the modem and other objects (mirrors, metal fixtures, thick walls, baby
monitors, loudspeakers, microwaves, etc.) may reduce the performance of your Wi-Fi. So make sure your modem is located in
a good spot.
The Wi-Fi card in your computer may also be a reason for poor reception. The specifications of your Wi-Fi card may be
limited to speeds which are much lower than the speeds of your subscription. Refer the user guide of your computer for
more information.
3. Loss of speed related to downloading software (p2p, updates, gaming, streaming, etc.)
Your Internet connection is like a motorway. The more traffic lanes in use, the slower the connection. Software downloading
p2p, system updates (Windows, game consoles, etc.) on-line games, streaming or video-conferences are like the vehicles
moving on the motorway which is your Internet connection. You need to set up your different applications and devices in
order to optimise your connection.
4. Restart your modem
When in doubt, the best thing to do is restart your modem. To do this, unplug the power cable or use the
ON/OFF
button
on the back of the modem.
6. WHEN CONNECTED TO WI-FI, YOUR COMPUTER SAYS THE CONNECTION IS LIMITED
OR DOES NOT EXIST
1. Wrong password
Some operating systems react incorrectly if you entered the wrong password. They indicate that you are not connected while
your password is incorrect. Go to the control panel of the Wi-Fi network on your device and remove your Wi-Fi network from
the list of available networks. Try to reconnect with the correct password.
You can find the default password of your modem on the label underneath the modem.
2. Wrong Wi-Fi network (SSID)
Make sure you are connected to the correct Wi-Fi network. The default name of a VOO Wi-Fi network looks like
“VOO-123456”. It’s possible that other VOO networks are visible. Check the label underneath your modem for the name
of Wi-Fi network (SSID).
3. Restart your modem
When in doubt, the best thing to do is restart your modem. To do this, unplug the power cable or use the
ON/OFF
button
on the back of the modem.
7. THE “DS“, “US“ AND “ONLINE“ LEDS ARE NOT LIT OR FLASHING
1. Check the amplifier
What is the amplifier? Not all installations have one. It’s a box with a bright colour. It’s generally attached to the wall and
plugged in the power outlet. If the box is not plugged in, you will not have an Internet signal. A green LED indicates that the
amplifier is working correctly (it’s the device to which the various cable TV cords are connected).
2. Check the TV cable cord
Make sure your TV cable cord is correctly attached on the two sides. This cable connects your modem to the amplifier (or wall
socket). Make sure it’s not damaged or cut.
3. Restart your modem
When in doubt, the best thing to do is restart your modem. To do this, unplug the power cable or use the
ON/OFF
button
on the back of the modem.
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