gigafy Resident Resources App User Guide
- June 17, 2024
- gigafy
Table of Contents
User Guide
Internet Technical Support
Resident Resources App
We are pleased to provide our Residents with an exceptional building-wide
wireless internet experience via Gigafy.
Your satisfaction is our priority, and we are committed to ensuring that you
have a seamless and reliable wireless internet experience.
We encourage you to reach out to Gigafy’s support team whenever you encounter
issues with your wireless internet service.
By doing so, you not only help us identify and address any potential problems
but also contribute to enhancing the overall internet experience for everyone
in the building.
Benefits of Calling Gigafy for Assistance
Quick Response Time: When you call Gigafy’s support line for assistance, you
can expect an average wait time of just 2 minutes. Their team is ready to
assist you promptly.
Remote Issue Resolution: Around 70% of the issues can be resolved remotely
over the phone.
This means that many concerns can be addressed without the need for an on-site
visit, saving you time and inconvenience.
On-Site Technician: If your issue cannot be resolved remotely, Gigafy is
committed to providing timely support. A technician can be scheduled to attend
to your concern during weekdays within 24-48 hours of placing the call.
Local Call Centre: Gigafy’s call centre is based in Brisbane, ensuring that
you receive assistance from a team that understands your needs and the local
context.
Contact Gigafy
Phone: 1300 444 239
Hours: Monday to Friday 8:00am
to 10:00pm, weekends 8:00am to 8:00pm
Email: support@gigafy.com.au
Website: gigafy.com.au
Connection Tips & FAQ
Wireless vs Wired Connection
The fastest and most reliable way to connect your devices is with an Ethernet
cable. Whilst we enable the use of the wireless on our installed routers, some
devices tend to perform better when connected with a cable, such as Smart TVs,
Game Consoles and Desktop Computers. This is generally because of the hearing
ability of these devices compared to others, such as Laptops or Phones, which
typically have a better hearing ability over wireless. Wireless can be subject
to the interference of other nearby wireless routers using the same WiFi
channel and speeds vary over wireless depending on the strength of the signal
in correlation with the above. This is something more common in apartment
blocks where there are many devices in close proximity overlapping one
another. For online gaming or applications that require low latency or high
stability, a cabled connection is recommended.
Ethernet Patch Ports
Many apartments will have internal cabling in the walls that allow you to
send a cabled connection to different wall ports throughout the apartment (So
you don’t have cables running along the open floor space). Typically, you
might see an Ethernet port (a bit like a telephone port but a bit bigger) in
the wall in various rooms in the apartment. Each of these will usually
correlate with a port in the wall next to the Gigafy modem. Often there is a
plate in the wall with a group of Ethernet ports next to the Gigafy modem. To
connect a television for example, one would need to connect a TV from the back
of the TV to the wall, and then connect another cable from a spare port on the
Gigafy modem, to the correct port in the wall next to it. 2G vs 5G Wireless
& Wireless Interference
You may notice that there is a -2G (2.4Ghz) version of your WiFi. In such
instances, the WiFi network without the -2G is a 5G (5Ghz) network.
Some devices only have 2G wireless cards inside of them and will only be able
to connect to the 2G network. 2G wireless travels further and penetrates walls
more effectively but has a lower top speed- about 40Mbps or so. Netflix in 4K
uses about 25Mbps to put this in perspective. 5G WiFi has a higher top speed,
up to about 100Mbps typically, but it doesn’t travel as far as the 2G WiFi or
penetrate walls as effectively. The 2G wireless can suffer from interference
more easily, as it only has about 3 channels it can select from. This makes it
easier for other nearby 2G networks to land on the same channel as yours and
this interference can cause slow speeds or dropouts for devices connected to
the 2G while this
is happening. The 5G wireless has about 15
channels it can select from, making it easier for it to choose a clean channel
and less likely to have issues with interference.
Most of the time the router’s channel selection is set to automatic. Turning
the router off and on again by unplugging it from the wall and plugging it
back in will cause the WiFi to scan and select the cleanest channels available
at that time.
You can manually adjust the router’s channel settings in your account portal.
Logging in to your Account Portal
You can access your account portal at https://account.gigafy.com.au
Normally, your registered E-mail address will be your username.
Reactivating Account / Checking Data Usage
If you have missed a payment or a payment didn’t go through for some
reason, you can reactivate/pay when you are ready by clicking “Restart” under
the “Actions” section of “My Service” in your account portal.
Upgrading and Downgrading Plan
When upgrading a plan, this charges the difference between the current plan
and the next plan up and comes into effect immediately, changing a 100GB month
into an Unlimited month, for example.
When downgrading your plan, this doesn’t occur until your next rollover takes
place, charging for the lower plan for the following month to come.
Port Forwarding
Port forwarding is possible from within your account portal also.
It is possible to specify the internal port your devices receive the data on,
but you are not able to specify the external port number.
For example; Your public IP address is 103.100.101.2 and you wish to open port
25565 for your Minecraft server which is running on your computer which has IP
172.16.11.245.
You create a port forward rule for 25565, pointed to 172.16.11.245. This then
opens an external port for you, like 10001.
Your Minecraft server will now be accessible from outside of the building on;
103.100.101.2:10001(which forwards to your computer on 172.16.11.245:25565).
Can I use my own router?
Yes, using your own router is no issue but ours will need to remain plugged
into the wall in front in order to bring in the internet connection.
Connecting your router to any of the spare ports on ours will work, provided
your router is configured to accept a DHCP lease / automatic IP. In your
account portal, you can disable the WiFi on our router so that it functions
only as a hand off point.
References
Read User Manual Online (PDF format)
Read User Manual Online (PDF format) >>