Can I stream video and TV like BBC I-player?
You cannot directly watch UK services via BBC i-player as our IP address is listed as outside the UK. Streaming video services will need to be buffered, because of the nature of wireless connections, as there is the occasional time-out in the signal. Even our super-fast wireless access systems sometimes require a buffer setting. Normally, this does not effect any services, as the TCP/IP protocol is designed to overcome this. Under new legislation, you should be able to view subscription services like Sky Go anywhere in the EU. Should you require a super stable fiber connection please contact us as we offer a direct fiber to the premises and communal internet via fiber.
What is your License number and why do you need one?
We need two separate licenses to provide a public service. Firstly, we need to be authorised by the Electronic Communications & Postal Regulator in order to provide a service to the public. This is the authorisation that all ISP's have in order to provide the service. Without this license, we could not legally provide you with a service, as part of your subscription and installation charge is paid to the Licensing body in the same way as a TV license in the UK. Our authorisation number is 2/2008. Additionally, we have authorisations for our transmitters from the Department of Communications. Without this, we cannot provide a wireless service. As a licensed provider, we are responsible to the regulator and have to comply with the regulations. You as a customer, have a benefit, in that you have a legal redress if you are not happy for any reason and that you know that your provider is unlikely to disappear or be shut down.
How reliable is the service?
Our regulated target reliability is 96% uptime. Our main locations have exceeded 99% uptime in the last two years. However, we are reliant on other bodies such as electricity, which in more rural locations have been less reliable. Most nodes now can support power-out periods of around 8 hours. For fiber internet connections the reliability target is 99%. Speed reliability target is 90%, we need to be informed if you have an issue.
My net is running slow?
There are various issues that can cause this. Firstly, try rebooting your router. If that does not solve the problem, call or send us a message. Other issues on the wireless system can be due to signal interference from another transmitter in your area. There are over 20 providers in Paphos, so interference is an issue. We have over 100 access points available, so can switch you to another with a clearer signal. Other problems can be as simple as a tree in the signal path, so we will need to relocate your receiver to either a different node, or to another location on he roof to avoid the blockage. Holitec Broadband, unlike other providers does not run out of capacity due to our massive broadband capacity (probably more than 5 competitors combined). If you are based on a complex that we can provide a direct fiber connection, it may work out cheaper than you are currently paying per annum for at least twice the speed and it will never be effected by interference.
I have a problem, what is the response time to my call?
We will respond with 4 working hours of a support ticket being raised. You can call us on 26821412 24/7, during working hours if you do not have internet access at the time, If our 1st line support cannot fix the problem, your request will be escalated to 2nd level support. We will usually respond within 30 minutes, but if our support staff are busy may take a little longer, but we will respond within 4 hours. Outside of working hours, you can leave a message on the voicemail, we may not respond until the next working day if you call after 8pm.
I have a login screen, why is this?
A login screen can appear for a number of reasons. The router has failed to authenticate your MAC address because there is a delay in receiving a reply from the server (possibly due to a line failure), or your account has expired. You should not normally have to login unless you share a receiver unit with a neighbour. This can also occur after a power failure, or switching both the receiver and router on at the same time. It is better to first switch on the outdoor receiver, then after about 2 minutes switch on the router. Our routers re-check the authentication every 15 minutes.
My complex has Holitec Fiber communal internet, how do I connect?
If you do not have a Holitec CAT5 connection point already, you will need to book an engineer to install the socket and cable - there will be a standard charge of €40. All you need is a standard router available from most computer outlets or a device such as an Apple Airport. Holitec can supply a suitable model of router if required. If you require100Mbit or more you will need a router with a gigabit port. The router must be a cable type as the connection is via fiber, not dsl/adsl/vdsl via a phone line.
How long does the Holitec Communal fiber installation take?
We need an hour to install the cabinet, plus about 40mins per "drop" for each connection. Communal wireless may take 1 hour covering the public areas for each access point. We will need about 4 weeks to arrange for the actual fiber to be installed as it will have to be "pulled" from the nearest fiber enabled cabinet.. We will need access to each apartment to change the faceplate and install a new cat5e gigabit cable. Our engineers normally work an 8 hour day, so for most installs please allow 2-3 days. Once the fiber is installed, we need 24 hours to test and verify the connection, then the system will be on-line.