12 Jul 2012Blog

Un-muddle your Lime internet connection

by Monique

Muddled LimeOperating a website business on a small island with only 1 ISP to choose from can be a little stressful. Whilst Lime do seem to be making some improvements to the speed and reliability of their ADSL service, problems frequently arise. And, usually when I’m trying to upload listings for a client. The most frustrating thing is dealing with the overseas customer support who often fail to appreciate the situation. So, to help you out, we have some tests you can run on your computer to help troubleshoot your issue. Arming yourself with information and screenshots about your connection problems will help Lime deal with your problem more swiftly.

Test with a hard-wired connection

First of all, disconnect from your WiFi and perform these tests hard-wired into your Lime ADSL router. If you perform these tests on WiFi, the Vincie support gals will blame it on your WiFi and refuse to take your issues seriously.

Test the speed of your connection

The best speed check these days is Speakesy, click the following link and then click on New York to run your test. If you don’t hit your expected download speed you may have a problem. http://www.speakeasy.net/speedtest/

Do not use Lime’s speedtest ( http://www.time4lime.com/bb/personal/internet/broadband_speedtest.jsp ), it’s probably biased and does not reflect that the fact that most of the sites you’re aiming to hit (Google, Facebook and Amazon) are served from the US.

Listen on your voice line for static

I learn’t this from a Lime technician. If you dial 4291191 on your home phone you will hear a long tone and then silence. Continue to listen for a further 5 minutes. If you hear static noise on the line this might indicate a problem with the cabling to your house. This can also greatly effect your connection and download speeds.

Know your router username and password!

Occasionally, if you get lucky on your call to St. Vincent, you may be asked to reset your username and password on your router. If you do this, make damn sure you know the original username and password. We have recently had a situation where St. Vincent gave us the wrong username — it was days before we figured it out!

Ping to check for intermittent connectivity

Pinging a website from the command line is a great way to check and track your connection to see if there any intermittent connection issues. If you see frequent timeouts this means your connection is failing. It could indicate problems with the cabling, the router and even the power supply to the router.

On a Mac open the Terminal.app and type the following:

ping google.com

Leave this running and look for timeouts. Here is an example of our currently spotty connection (timeouts in red):

bpl-macbook-pro:~ monz$ ping google.com
PING google.com (74.125.228.39): 56 data bytes
64 bytes from 74.125.228.39: icmp_seq=0 ttl=56 time=213.156 ms
64 bytes from 74.125.228.39: icmp_seq=1 ttl=56 time=196.811 ms
Request timeout for icmp_seq 11328
64 bytes from 74.125.228.39: icmp_seq=2 ttl=57 time=79.572 ms
64 bytes from 74.125.228.39: icmp_seq=3 ttl=56 time=114.625 ms
Request timeout for icmp_seq 11192

This will work on Windows to…

If all else fails, pay for an expert opinion

Given the level of support offered by Lime, it often makes sense to pay an independent contractor to check your rig. It’s worth noting that there are 2 flavours of ISP technician. Those that do cabling lines (everything outside of your house) and those that do routers (everything inside the house). If power is your problem, you may also need a qualified electrician. Of course, we have some recommendations for you:

  • Cabling and comms connections into your  property — Philip Cumberbatch – 233-2474
  • To check your router, intranet and devices — Promotech – 421-3300
  • Electrician — David Kelman – 262-9668

Share your own troubleshooting tips

If you have your own tips and tricks for dealing with Lime in Barbados, add them to the comments below…