Troubleshooting Common Issues

I forgot the password to my indoor Bandluxe R529's Wi-Fi network.

To reset your R529's wireless network name and password, find the small hole on the back of the modem labeled "RESET". Press and hold the reset button for 10 seconds, then release it. A straightened paperclip works well for this purpose. The router will restart with its factory default settings. Once it finishes restarting, you can reconnect using the default network name and password.

Default Network Name (SSID): VTel Wireless
Default Password (Security Key): Last 8 characters of MAC Address

My internet connection is slower than usual.

You may experience slower speeds at certain times of day when Internet usage amongst VTel Wireless users is highest. Peak hours are typically weekdays between 7PM and 11PM. With that said, our network is designed to accommodate many users at once. If your connection is slow:

Wait at least 20 minutes to ensure your device has synced with VTel's nearby site.

The maximum speed for your location may not be achieved immediately upon powering on the device.

Place the device in a better location.

Power down the device and try moving it to a window on a different side of the house. Depending on what wireless site your modem is communicating with, moving the device to the side of your home closest to the site may improve signal quality. Placing the device in a room on the second floor may also increase connection speed. Especially thick walls, metal objects, or other obstructions can also reduce signal strength.

I can't connect to the internet using the Bandluxe E500 modem attached to the exterior of my home.

Reset your modem

Reset your outdoor modem by finding the white plastic Power over Ethernet adapter that powers your modem. It is a small device with two Ethernet cables connected to it, one of which connects to the modem on the exterior of your home. The back of the device is connected to an AC power adapter - unplug this connection, wait 10 seconds, and plug it back in. Also, find the router connected to your outdoor modem (either provided by VTel or your own) and unplug it, wait 10 seconds, and plug it back in. Wait 3 minutes for the modem and router to reconnect to the VTel Wireless network, and try connecting to the internet again.

Bypass your router

Find the Power Over Ethernet adapter that powers your modem. There should be two Ethernet cables connected to the adapter: one, labeled "P+DATA", connects to the modem on the exterior of your home. The other, labeled "DATA", connects to the router that provides a Wi-Fi connection throughout your home. Disconnect the Ethernet cable from the wireless router, and plug it directly into your computer. Are you able to access the internet? If so, the outdoor modem is functioning normally, and the problem is with the router.

I can't connect to the internet using my Bandluxe R529/R565 indoor modem.

Reset your modem

Power down the device by sliding the power switch located on the back of the device to the "OFF" position. Wait 10 seconds. Then, slide the power switch back to the "ON" position, and wait for the device to reboot. If the signal strength and LTE access icons appear on the side of the modem, it has successfully reconnected to VTel Wireless.

Confirm SIM card is inserted properly

Did you remember to insert the SIM card? Is it inserted properly? Power down the device and open the rubber door on the base of the unit. If the SIM card is sticking out, it may be inserted backwards. Take it out, align the corner notch as illustrated on the rubber door, and re-insert the SIM card. It should click in securely and not move if inserted properly. After inserting the SIM card, restart the modem. If the signal strength and LTE access icons appear on the side of the modem, it has successfully reconnected to VTel Wireless.

Household Tips for Faster Wireless Broadband

Wireless broadband is one of the fastest-growing sectors of the global wireless environment. VTel Wireless is proud to be a small part of this, and we want you to get the fastest, most reliable, wireless broadband available. Here are a couple of household tips particularly relevant to rural Vermont.

A simple experiment for almost everyone

Find an electric extension cord, and move your VTel Wireless indoor modem around your home or office, to a second floor, to the front, to the back, closer to a window where you can see a VTel Wireless tower, or anywhere else, to seek the strongest possible wireless data signal. Avoid tin roofs, and thick walls, and remember that a wireless signal can travel for many miles, but depends on line of sight. In one case, in Whitingham, Vermont, a VTel Wireless customer reported that after careful tests -- by moving his VTel Wireless modem only three feet horizontally -- his wireless Internet signal jumped from only one bar to four bars, with speed doubled.

Consider an outdoor 4G LTE wireless signal booster

Most U.S. wireless carriers today recommend boosters when wireless broadband signals reaching a customer’s home are less than ideal. In rural Vermont these boosters can be especially helpful. While these are somewhat new, and are not yet available from ‘household name’ consumer product manufacturers, at VTel Wireless we like directional antennas such as this WideAnt2-X™ Dual Antenna, for $195. These detect a wide range of wireless signals from most wireless carriers, in addition to VTel Wireless. You can install your own (we’ll send you a connecting wire when needed), or we’ll do it for you. We offer this directional antenna, or a similar alternative, fully installed, with no contract, along with a $335 VTel Wireless modem, and a guarantee for faster service, for a discounted $500, or with a 12-month equipment purchase contract costing $50 a month. If you already own a VTel Wireless at-home modem, we install this directional antenna, or a similar alternative, for a discounted $250, or with a 12-month equipment purchase contract costing $25 a month.

Directional Antenna Equipment Guide

What You Will Need

The equipment you need will vary depending on the type of LTE modem you have. Below is a list of some of the equipment we have used; however there are many different options available.

  • For a Bandluxe R529 you will need:
    • One external directional antenna that supports frequencies ranging from 700MHz to 2600MHz. We like the WirEng WideANT2-X BRD-R529-WDAX2.
    • The WireEng WideANT2-X comes with two N-Type to TS9 25ft coax cables. These two cables are all you will need to connect your Bandluxe R529 to the WideANT2-X, unless you need a coax length greater than 25ft.
  • For a Bandluxe R565 you will need:
    • One external directional antenna that supports frequencies ranging from 700MHz to 2600MHz. We like the WirEng WideANT2-X BEC-6300VNL-WDAX2.
    • The WireEng WideANT2-X above comes with two 25ft N-Type to SMA 25ft coax cables. These two cables are all you need to connect your Bandluxe R565 to the WideANT2-X unless you need coax length greater than 25ft.
    • Two Murata to SMA cables that will allow you to connect the coaxial cable to the Bandluxe R565. We got ours at http://www.digikey.com/short/3h89f9
  • For a BEC 6300 Series you will need:
    • One external directional antenna that supports frequencies ranging from 700MHz to 2600MHz. We like the WirEng WideANT2-X BEC-6300VNL-WDAX2.
    • The WireEng WideANT2-X above comes with two 25ft N-Type to SMA 25ft coax cables. These two cables are all you need to connect your BEC 6300 to the WideANT2-X unless you need a coax length greater than 25ft.