WarwickNet Support FAQs

Connectivity

E-mail: Some e-mails from my mailserver are getting rejected

If you have an onsite mailserver and you are experiencing problems with messages being rejected from some destinations, this may be because you need a PTR record setting on your WarwickNet public IP address.  This is also known as a reverse lookup.

To request this, please e-mail support@warwicknet.com or call 02476 998 998 and our support team will be able to set this up for you.  You will need to know Fully Qualified Domain Name (FQDN) of your onsite mailserver and the public IP address that needs the PTR.

Performance: I'm not getting the speeds that I should be

If your WarwickNet Broadband, Premium Internet Access or Leased Line service does not appear to be performing as well as you expected, there are a number of different factors that might be affecting the download and/or upload speeds that you are seeing.

Please check the following before contacting our support team:

  • Test against our preferred testing site www.speedtest.net, from a number of different servers if possible.
  • Speedtest results will be affected by the current utilisation of the service.  If your connection is being heavily utilised (e.g. to download or upload large files or is being used concurrently by multiple users) then this will impact the recorded speed.  This is perfectly normal!
  • Please ensure that you are testing from a wired (ethernet) connection rather than a wireless connection.  Wireless signal strength and quality is affected by a number of environmental factors beyond our control, and as a result we cannot guarantee performance over wireless.
  • If you have connected your own router/firewall, please reboot this as a precautionary measure and then re-test.

If you have checked all of the above and you are still experiencing poor performance, please e-mail support@warwicknet.com or call 02476 998 998.

Data: How do I view my data usage?

WarwickNet broadband customers can view their current and historical data usage by visiting customerstats.warwicknet.com.

  • If you visit this page from your WarwickNet connection it will automatically display the statistics for your service.
  • If you visit from another internet connection, you will need to enter the PPPoE username and password for your WarwickNet service. These can be found in the welcome information that you should have received when your service went live; if you are unsure of the details or have misplaced them, please e-mail support@warwicknet.com or call 02476 998 998.

WarwickNet Premium Internet Access and Leased Line services have no data limits and there is no facility for viewing data usage on these products.

Data: I don't know what's using all of my data quota, help!

If you have received e-mail alerts relating to your data usage and are unsure of the cause, please check the following:

  • Check your usage at customerstats.warwicknet.com to see if the usage is mostly due to downloads or uploads.
  • If your usage is primarily due to uploading, this is often due to online/cloud backup software backing up data. Please check the configuration of any backup software. Many backup products support bandwidth management, so you can throttle the upload speed.
  • Online video streaming is bandwidth intensive; if you or your staff are watching a lot of videos then this may contribute to excessive download usage.

If you require further assistance in identifying the cause of your usage, we would advise you to discuss this with your IT support department or third-party IT support company in the first instance.

If you are downloading or uploading to/from a single destination, WarwickNet support staff can help to identify the public IP address in some cases. We cannot however identify individual internal users on your LAN as our traffic monitoring only deals with public IP addresses. If you suspect an individual user is abusing your connection, this is ultimately your responsibility to identify and resolve.

Data: When does my data quota reset?

Data quotas reset at midnight on the 1st day of every calendar month.

E-mail: Do I have to use your SMTP server?

Unlike some other providers, WarwickNet do not require you to use a specific SMTP server to send outbound e-mail.

Technical: Can I use my own router?

Yes, you can use your own router with our services.  How you use it will depend on the service that you have with us:

  • For WarwickNet Broadband customers, you will have been supplied with a ZyXEL VMG1312-B10A router. In order to use your own router, you will need to enter the PPPoE username and password.  These should have been supplied to you when the service went live; if you are unsure of these details, please contact our support team.  How you use your router will depend on the type of broadband service that you have with us:
    • If you are an on-net VDSL customer (the service is provided in a multi-tenanted building via an RJ45 Ethernet wall/floor port) then you can swap the ZyXEL router for your own device.
    • If you are an SLU VDSL customer (the service is provided over BT copper and presented via a BT phone socket), you will need to place the ZyXEL router into bridge mode and connect your router to one of the available ethernet ports on the ZyXEL router. A guide for this is attached here.
  • For WarwickNet Premium Internet Access and Leased Line customers, you will need to supply your own router in order to use the connection. These services are presented using public IP addresses.
Technical: Changing wi-fi settings

For broadband customers with a ZyXEL VMG1312-B10A or VMG1312-B10D router, please follow the below instructions to change the SSID and password for your wireless network:

  1. Access the web GUI for the router by browsing to its default IP address of http://192.168.1.1 in a web browser from a device connected to your network.
  2. You will be prompted to enter the username and password for the router. These details are contained in the accompanying welcome letter that ships with the router. If you do not have these details, please contact us.
  3. Once logged in, hover your mouse pointer over "Network Setting", then select "Wireless" from the pop-up menu.
  4. You may optionally wish to change the name of the wireless network as it is broadcast and appears as an available network on client devices. To do this, amend the "Wireless Network Name (SSID)", changing it from the default format of "ZyXEL001234" to something more readily identifiable or appropriate to your business.
  5. To change the password, scroll down the screen to the grey box at the bottom.
  6. Uncheck "Generate password automatically".
  7. Delete the existing entry in "Password:" (this will be blanked out).
  8. Enter your desired password in the box.
  9. To save the changes, click on "Apply" in the bottom-right corner.

You will now need to update the stored password on any devices you have previously connected to the wireless network. If you have also changed the SSID being broadcast, you will need to connect to the new SSID.

Technical: Is my IP address static or dynamic?

All WarwickNet connectivity services use static IPv4 and IPv6 addresses. 

For broadband customers, these are assigned by PPPoE and are not manually configured on the end router, but they will not change when you reconnect.  The subnet mask and DNS servers are also assigned by PPPoE.  The configuration on the router is minimal, requiring only a PPPoE username and password.

For Premium Internet Access and Leased Line customers, the address, default gateway, subnet mask and DNS servers must be manually configured on the router.

VoIP

Parking and unparking calls

Parking and retrieving parked calls:

To park a call, dial #2 whilst on the call.  You will then hear the following announcements:

"Wait to park this call"
"Parked in position X" (where X is the position of the parked call in the lot)

If another user wishes to pick up a parked call from the lot, they can do this in one of four ways:

  1. To pick up the first call in the lot - dial *221 (the parked call is connected immediately without any further prompts)
  2. To pick up the last call in the lot - dial *229 (the parked call is connected immediately without any further prompts)
  3. To choose a specific call in the lot - dial *225.  They will hear each of the parked calls' incoming caller's callerID listed, followed by the park position.  They can then press * to pick up that particular call.
  4. To pick up a specific call in the lot directly - dial *225x, where "x" is the parking position (the parked call is connected immediately without any further prompts).  So *2251 will pick up the call parked in position 1, *2252 will pick up the call parked in position 2 etc.

Parking behaviour:

Parked calls keep their original park position and new calls fill available slots.

So, for example:

  • Call A is parked in position 1 and call B arrives later and is parked in position 2.
  • Call A is then picked up; call B remains parked in position 2.
  • A new call, C, arrives and is parked - this assumes position 1 (previously occupied by call A).
  • Another new call arrives, D, and is parked - this takes the next available position (3).
Voicemail

Accessing voicemail

You can access your voicemail in several different ways:

  • On all handsets: dial *95
  • On Cisco SPA series handsets: Press the envelope button on the handset.
  • On Polycom VVX series handsets: Press the envelope button on the touchscreen.
  • On Gigaset cordless DECT handsets: Press the envelope button on the top row of buttons.
  • Log into the PBX via a web browser to download and listen to voicemail messages.  The primary contact in your organisation will have been issued with a list of logins for the PBX at the point of installation.

Your voicemail is set up with a PIN - the default PIN code is 1234; this can be managed from the handset and we strongly recommend that you change this after you have accessed the system successfully for the first time.  Once you have logged in, press 0 and then 5 to change your PIN.

Recording voicemail messages

Once you have logged into the voicemail system, you are presented with a number of options.  You can manage your voicemail messages by pressing 0.  You then have the option to record several different messages:

  • Press 1 to record your unavailable message (this is played if a call rings out)
  • Press 2 to record your busy message (this is played if the phone is in Do Not Disturb mode, or the user chooses to "ignore" an incoming call)
  • Press 3 to record your name (this is used by the system in some specific cases)
  • Press 4 to record your temporary message.  This will play in place of the existing unavailable and busy messages (if available), but does not overwrite them.  Once the temporary message is removed, the original unavailable and busy messages will take effect again.

If you have already recorded any of these previously, you will be given two further options:

  • Press 1 to record a new greeting (this will overwrite the previous message)
  • Press 2 to erase your greeting (this will return the message to the system default)