Full support available
Using either this FAQ, or by just calling us we provide full support to our customers.
If you have other questions, please contact us

631-302-6301
Don't be afraid

We have designed our services to be the most complete and easiest of all from start to finish. Here are a few questions and answers that should help ease your concerns.

Support Services
We are committed to providing our customers with accurate and timely support. If you have a question or have lost service we can help. Below we have compiled some answers to questions we recieve most offten.


TPP Wireless uses a mix of equipment in it's residential service. From the time we started the compnay unitl now the equipment has changed 4 or 5 times. In the beggining we used equipment that was affordable and capable, today we use next generation equipment designed for this type of environment. Becuase of this there are some different steps and things to look for when diagnosing internet problems.

We have compiled a list of questions and answers that might help you diagnose the problem before calling us to schedule an appoitment for repair.

Questions:

1) My internet stopped working, what can I do?
2) My internet is slow, but I can pull up web sites, what can I do?
3) I am able to connect to the internet but I cannot send emails.
4) I had some work done on my house and now my internet is not working.
5) I live on the east end of Cherry Grove, last year you couldn't provide service, what about this year?
6) Should I upgrade my equipment on my house to the newest technology? will it help my connection?
7) What is Wi-Fiber and how can it help me?

Answers:
1) My internet stopped working, what can I do?
This is a common problem with the oldest of equipment, and also the most difficult to answer because there are many different possible causes of this. First thing you can do is to make sure the power to equipment is still working, there are several different types of adapters that plug into the wall to provide power to the equipment on the roof. The first type looks like a small square box, about 3 inches square, with a light on top of it. The second type of adapter that was used was a round box, always white and what we call a 'puck' similar to a hockey puck, with a green light on top. The third type of power adapter is a small rectangular peice with words on it saying "DC", "POE", and "LAN", unfortunatly this adapter does not have a light on it, so we recommend pluging something else into the outlet in which it is plugged to make sure there is power to the outlet. The last kind of adapter is the newest and type, this is a black rectangular box that has a light on top. This adatper has some the same labels, the first is labled, "DC" for the power plug, the second is a port labled "POE", the third is "LAN". Please make sure the power is working and connected properly.
The Second thing to check is the wiring, and connections. In the above section we described the types of power adapters, now we need to make sure everything is plugged into the adapter correctly. The original and the second adapters, the puck adapter, has three places where wires can go, first is the small round connector that the plug from the wall gets placed into, the second is the "CPE" port that looks like a big telephone jack receptcile, and the third is a "PC" port that also looks like a phone recepticle. The first one should have a round black cord plugged into it, the other end of this is plugged into the wall power socket. The second, labled "CPE" or "POE" is the wire that runs from outside into the house from the antenna on the roof. And the third is the "PC" or "LAN" port, which should be either plugged directly into you computer or into a router, that allows for multiple connections to the internet. If there are no wires in any one of these ports then you will not have internet sevice, furthmore if the wires are mixed up or reversed, you will have no internet.
We suggest powering down the adapters, by removing the power from the adatper, for about 20 seconds, or just unplugging the from the wall outlet, as well if your equipment is on a power strip you can power down the entire strip, wait 20 or so seconds, then turn back on. This should be done for both your equipment adapter and your router.

2) My internet is slow, but I can pull up web sites, what can I do?
This is a common problem and can usually be fixed by powering down your equipment, both antenna and router, in order to resync the equipment on your house with our equipment providing service. Another cause for this is the quality of signal getting from our location to your house is not optimal anymore. In order to check this please call us and we can check it from our NOC (Network Operations Center) or we will dispatch a technician to your house to check. As time goes on there can be multiple reasons why you signal has faded, first the vegatation or trees that are between your house and our equipment has grown and caused a degragation in signal. This can be corrected by either using newer stronger equipment, raising the antenna on the roof to an acceptable height, or a combination of both. As you all know the salt water and air wreaks havoc on any equipment left outside for extended periods of time. Because of this we are replacing equiment every 2-3 years, Since 2008 we have been using equipment that is less sensative to the salt air, although not perfect, it can last longer.

3) I am able to connect to the internet but I cannot send emails.

This can happen when your outgoing email server is not set to the correct server. In order to send emails through our system you need to use our server to send emails. If you are trying to send an email and keep getting an error saying, in not so many words, unable to send email. The first thing you should check is you outgoing email server. On different computers and operating systems this is a slightly different process.
On a PC using windows you can open you mail program and look for a section on the top menu bars, that says either accounts, email accounts, or account settings. In the section that says outgoing email server or SMTP server you have our mail server there. Our outgoing mail server is "mail.tppwireless.net" without the quotes. If you see something else in this section, we recommend writing down what is there for future use of the email when not connected to our system.
On a Macintosh, using OS X, you can open the mail program and check the preference by going to the "Mail" section on the top menu bar and clicking "Preferences". Once in the window opens with the preferences, click on the "Accounts" button. Where it says "Outgoing Mail Server (SMTP)", click the dropdown list and choose "Edit Server List..." When the window opens click on the "+" sign to add a new server. In the description box type "TPPWireless" and in the server name box type "mail.tppwireless.net" without the quotes. Then click ok and choose TPPWireless as the Outgoing Mail Server. Then click the red close button for that settings window and click "Save" when asked. You should now be able to send email. This is just guide if at any point you have questions of need to have someone guide you through the process please call us.

4) I had some work done on my house and now my internet is not working.
This is a common problem when contractors are not aware of the wires on the roof or side of the house. If the wires are in their way they usually tend to cut them. This renders your internet useless, and may cause a damage to the equipment. To aviod this always let contractors know what is important on your roof and what they can do to avoid causeing problems and expense to you. If you contact us we setup and appointment to either remove or relocate the wires. Although we can certainly fix any wiring issues, there is usually a charge associated with this type of repair.

5) I live on the east end of Cherry Grove, last year you couldn't provide service, what about this year?
Although in the past our coverage has been lacking, we have upgraded our entire systems equipment as well as added new access locations to our network. We are currently offering service to all of Cherry Grove, with new access locations on both the east and west ends. These new locations will ensure the realiabilty and connectivity remains stable without interruption.

6) Should I upgrade my equipment on my house to the newest technology? will it help my connection?

This is entirely up to you. If you have service and are happy with the service then there really is no reason to upgrade. If you have service but are not happy with the speeds or reliablity, then yes you might want to consider upgrading the equipment on your roof. What makes the new equipment better you ask, well as time goes on newer and better technology is released to the public, usually providing better connections and speeds. This is true wth the new level of equipment we are using this year. In most circumstances the new equipment can make a world of difference, this is because the signal is stronger and the speed at which the unit operates is two maybe three times faster. Not to mention this year we are offering new services that are the fastest we have been able to provide yet. The new services allow for faster connections that allows you do more with your connection. Some of the services that are affected are video streaming sites, Netfilx internet movie viewing, and our own VOD (Video on Demand) service.

7) What is Wi-Fiber and how can it help me?
In order to provide you with the best internet experieince, we have added a new service that allows you a direct connection to the internet. Using a dedicated private link from our main internet feed to your house we can provide the fastest possible service on Fire Island. In contrast the current services we provide are a shared network, meaning if everyone uses the internet at the same time your overall speeds willl be reduced, but with Wi-Fiber we can offer a dedicated private link that isn't shared and therfore will be fast all the time.

Stop staring into space waiting for a page to load
Upgrade to our faster service to help those pages load. With the upgraded package your internet speeds are doubled or more. Visit our services page for further details.

Dedicated IP Available

In order to view a camera or DVR in your home you will need to upgrade to static IP address assigned to your setup.

Ask about our computer services
We can help you make your computer faster or even more secure against virus' and spyware. We can also help with backup and archiving of your important information. We will provide you with either a DVD, CD, USB stick, or portable hard drive with you most valued pictures and videos.
About company  |   Services  |   Support  |   Contact information
Copyright 2015, TPP Wireless. All rights reserved.