Frequently Asked Questions

The licenses are per connection, with each tenant (regardless of number of individuals inside that tenant space) counting as one connection.

In most cases this will be configured and determined automatically by the tenants’ router, but it can be manually set to 1492, or 1488 if the tenant is experiencing connection issues.  PPPoE requires 8 bytes of overhead for non-encrypted sessions, and an additional 4 bytes of overhead for an encrypted session, which must be subtracted from the standard ethernet maximum frame size of 1500 bytes. Since most consumer devices do not support encrypted PPPoE, an MTU of 1492 is the value that will be used in most cases, though you can always lower it some more for testing (but never below 1400, that can break certain protocols).

Many consumer routers have their PPPoE client settings set to “Dial on Demand” by default and will actually disconnect the router from the internet if no activity has occurred in set a period of time (Typically called “Idle Timeout”).  Changing the connection mode to “Always On” should keep the session active at all times (on some devices this is done by setting the “Idle Timeout” to ‘0’).

Any router that supports connecting via PPPoE (RFC 2516) should work fine with the service, which includes nearly all routers, consumer and commercial alike.  PPPoE authentication has been traditionally used on nearly all xDSL connections for it’s flexibility, ease of setup, and bandwidth shaping friendly features, and it is commonly used by many of the largest ISPs across Europe and Australia such as BigPond and Telstra, therefore support for PPPoE is nearly ubiquitous across all routers.

However not all routers are created equal and some of the cheaper brands (that often come in blue and grey colors) are known to lock up and require the user to power cycle them more often than other brands.  The old adage you get what you pay for seems to still hold true for routers.

No, the system is designed to manage entire connections to tenant spaces, not individual devices connected to the internet. If the tenant wants wireless the process is the same as with any other ISP, they simply need to purchase a wireless router.

While we might incorporate wireless device management features later, You can always connect your own wireless AP to the IMS and control bandwidth allocated to wireless users. Just be aware of the security risks of running a open wireless network.

Here is an example of a 60 Second 20Mbps Burst policy with 10Mbps Sustained rate: Burst Graph

Absolutely, Simply specify a higher Bandwidth Priority in the bandwidth plan for the group that needs a higher priority of service, just don’t forget to reflect this in the plan name and how you price it to the tenant.

When a tenant at a higher Bandwidth Priority tries to utilize more bandwidth than is currently available (but within their Bandwidth Plan limits), the system will automatically throttle users of lower priority bandwidth plans as necessary to accommodate the needs of the higher priority tenant. At no time will the system throttle a tenant below the Guaranteed speed limits specified on their bandwidth plan, no matter how much bandwidth a higher priority tenant has requested.

Failover to a backup/standby WAN circuit is supported as long as the primary connection failure can be detected by a ARP lookup to the default gateway (roughly equal to ping the default gateway, if offline, then failover to the backup circuit), though it requires a custom config with a small one time setup charge, and has some limitations with regard to Public IP allocations.

Load balanced WAN setups, unless using BGP, are not supported due to the inherent problems of splitting connections across circuits with different subnets. BGP setups are a much more involved setup and quoted per setup, depending on what is required.

As long as you are provisioning tenants with public routable IPs, and presumably a Static IP, then that would be up to the tenant and what equipment they choose to connect, Assuming of course it is not blocked by your upstream ISP providing the connection to the property. Our system will not block, prohibit, or interfere with any type of VPN or server solution the tenant choses to implement.

The configuration within the IMS web portal is simply a checkbox to assign a Static IP, and the system will default to the next available and unassigned Static IP (assuming you programed the IP range of available Static IPs, if not you would enter the Static IP manually).

Yes, assuming the location was provisioned for public IP routing.

The configuration on the tenant account settings within the IMS web portal is simply a checkbox to assign a Static IP, and the system will default to the next available and unassigned Static IP (assuming you programed the IP range of available Static IPs, if not you would enter the Static IP manually).

We use the MAC address of the tenant router to determine it’s brand using a dataset derived from the IEEE MAC Address Block Large (MA-L) registry, formerly known as the OUI registry. The brand reported (for example “NETGEAR INC.,” vs “NETGEAR”) is always shown exactly as was filed with the IEEE, so the difference comes from the manufacturer themselves.

If a device is using a cloned or fake MAC address, or for any other reason fails to get matched to a manufacturer, it will display as an “Unknown” manufacturer.

A tenants usage is tracked for the duration of their session, and then all sessions that have been active in the last 30 days are totaled together to give the total upload and download value in the IMS portal. Therefore if a tenant’s session lasts longer than that 30 day window (for example if they maintain the same session for 90 days) then that session will continue to track their total usage since the start of their session, which is shown as the Last Login field.

Though you can contact us to setup a custom rule for you to block inbound ports 25 or 80 for example, we do not normally block anything, we allow all traffic to flow in and out of the tenant circuit, just as any other ISP.  The two exceptions being 1) when a location is provisioned with private IPs.  In that configuration all traffic is NAT’d behind a single public IP, and no inbound connections are allowed to the tenant connections. and 2) when the tenant is configured with My Digital Shield security enabled on their connection, then all traffic for the tenant is routed through the My Digital Shield service and they firewall and filter traffic based upon the tenants specific requirements.