How can we help you?

Note! If you think the below seems too complicated, or if you have better things to do, then let our broadband expert help you! We come to your place and help you with everything related to computers and broadband. The broadband expert charges 550 baht per hour.

Connection

You have received a router to which you can connect your computers, game consoles, mobile phones, etc. via either an ethernet-cable or wireless with a reach of approximately 15 meters indoors. You connect to its wireless connection by searching for wireless (WiFi) networks on your device, and then choose the one named after your house or condo. When connecting to the wireless network, you will be asked for a password (WPA-PSK). This password is unique for your router, and is normally written at the bottom of the router.

If you want to change your password or the name of the wireless network, you can log on to the router to do this. The IP-address of the router is normally 192.168.1.1. The username/password is normally printed at the bottom, and is often admin/admin.

Your router is providing private IP-addresses for your connected devices, and normally in the range 192.168.1.100-192.168.1.250.

What do I do if my connection to Internet stops working?

First of all, verify that your house is connected to the network; Is the lamp ‘Link’, ‘ADSL’, and/or ‘Internet’ on your modem or router on?
If not, disconnect the power, wait 10 seconds and reconnect it again.
Can you access other websites..? Maybe it’s the system you are trying to access that has a problem?

If nothing works, try this:
* Restart your modem/router and computer.
* Is your computer connected wireless or with a cable to your modem/router? You can test this connection by browsing to your modem/accesspoint on the address http://192.168.1.1. If a wireless connection from your computer doesn’t work, have you tried using a cable instead?
* If you are using Windows on your computer, try to ‘repair’ the connection (Control Panel, Network Connections, right click on the Internet connection och choose ‘Repair’).

If it still doesn’t work, please contact your local network administrator or the Sanuk Systems office and describe the results of the above tests. This enables us to faster helping you finding the source of your problem. 

Is it slow?

First of all – do a complete restart of your device, reconnect and try again. Many issues, particularly with wireless devices, are simply solved this way.
If you are using a mobile device, you should be aware that mobile phones often can not make use of the full bandwidth via WiFi, as they have less powerful transmitters, small antennas, and are designed to slow down the speed to conserve battery.

To test your local connection, go to speedtest.sanuksystems.com

You can likely increase the speed by moving closer to the router so that it ‘hears’ the weaker mobile device properly, and in some cases it may be useful to install multiple routers or replacing your router with one with bigger antennas, helping it to pick up weak signals from far away mobile devices.
The WiFi radio channels in the traditional 2.4GHz radio spectrum is often very busy, and newer devices can now instead use the less utilized 5GHz band. If your devices support 5GHz, an upgrade to a 5GHz router may significantly improve your connection.  

Problems with WiFi on Apple iPhone etc
If you are using an Apple iOS device, note that there have been many reports on poor WiFi performance after upgrades of iPhone and iPad. There are several webpages with tips and tricks such as for example http://www.igeeksblog.com/wifi-not-working-in-ios-9-on-iphone-and-ipad/
There is also a known manufacturing error in e.g. iPhone X that allows the built-in Bluetooth radio to interfere with its own 2.4GHz WiFi radio. If you experience poor speed over WiFi, turn off Bluetooth on your phone. If you have to use Bluetooth (if you have an Apple Watch or wireless headphones), you need to change your router to a dual band and turn off 2.4GHz so that it only uses 5GHz. Then the problem will disappear, but your WiFi coverage will be a bit less because 5GHz does not go through walls etc. as good as 2.4GHz.

International Internet
If you access international websites, keep in mind that the signals must travel with the speed of light from Thailand to the destination and back again for each page. This causes a delay called “latency”, which to Europe and America is between 0.25-0.35 seconds depending on destination and route. As a normal server sends 64 KB data before waiting for an acknowledgement from the client, you can therefore receive a maximum of 64/0.25 = 256 KB per second. This easily adds up to several seconds when you for instance open a newspaper with many pictures on the front page.  So it is the distance, not your link speed, that is the reason behind that it is sometimes impossible to transfer data from other continents faster than 256 x 8 / 1024 = 2 Mbps.

To make use of the full speed of your connection, you need to fetch multiple objects, such as pictures, in parallel. Older web-browsers such as Internet Explorer 6, Internet Explorer 7 and Firefox 2, are limited to 2 parallel objects, so if you are using one of those you can never expect an international download speed above 4 Mbps. 

During peak seasons it happens that the international capacity in to Thailand gets exhausted, and users have to equally share the available bandwidth. Internet is a shared network, and just as when many people are out driving on the roads with their cars, the road network sometimes get congested limiting your speed to something lower than what it reads on the signs. At these times the available bandwidth may not be sufficient to stream TV or movies from foreign countries, and you just have to wait and try again later. There are only a handful physical connections in to Thailand from abroad, and even though the capacity is continuously built out, the demand is almost doubled for each year and is simply not enough on some routes at some times. Sanuk Systems have the possibility to redirect our customer traffic via different international gateways (IIG), and also priority on some routes, in order to always provide our customers with the best possible international access. It is though the sending party who decides what way to route the data to you in Thailand, so sometimes a low throughput from a certain site may be due to contracts or costs managed by the operator in that country. Click on the maps for more information about the international submarine cables.

Radio and TV

Radio programs can be streamed from foreign radio stations as long as the transmitting server does not require a large bandwidth or low latency. If it is possible to configure the stream, try to select as low bandwidth as possible in order to avoid transfer errors and interrupts.

Streaming TV-programs via Internet requires a pretty high bandwidth, and is often meant to be available only within a country. Many websites also block TV-programs from being watched from another country. To circumvent the blocking you may use a VPN-service, but then all your data is sent in a single stream all the way via the VPN-provider and back to you, even if you only access local sites, and the speed will be limited by the distance to the VPN-service and its bandwidth to Internet. As many foreign video- and newspaper services are replicating their data to nearby servers in Asia, it is normally much faster to use those without a VPN-service.

If the video is frequently interrupted, it is often because the service requires a higher bandwidth or lower latency than what is currently available. Remember that it is a relatively long distance to Europe and America, and that it takes around half a second just for the data signals to travel back and forth. This can sometimes be too long for some clients, which will then stop and buffer the program. A trick is to press pause and wait a few minutes before you continue watching, since many mediaplayers will continue to receive and store the program locally even when the player is paused.

Well developed services such as Netflix and YouTube, who are well aware of these issues, allow you to overcome this by first downloading the content to your device, after which you can watch the movie with perfect quality without having to rely on the Internet.

In many areas you can also use Sanuk Systems’ own service for TV via fiber with lots of channels that are included in your subscription at no extra charge. All you need to watch is a Sanuk IPTV-box connected to your TV. And if you don’t have a TV, we can of course help you with that as well!
The box is simple to use, but for detailed instructions also see the IPTV Box Remote Control Guide.
Many international TV-programs often include the original soundtrack and subtitles, which you can select using the APP-button on your remote control.

Filestorage and backup

In some areas there is a common fileserver included in your subscription.
You connect your computer to the fileserver via Windows network sharing or Samba. There is a shared area on the fileserver where everyone can upload files; If you just want to download files, you can connect via Windows/Samba on the address \\files1.mp.sanuksystems.com\public using the username ‘public’ and password ‘public’.

If you have a Mac or Linux-computer, enter the address in the format smb://files1.mp.sanuksystems.com/public
More information for Mac is available on How to connect with File Sharing on your Mac

If you use an Android tablet or mobile phone, we recommend the app BSPlayer Free

To upload files you need your own useraccount and password. Contact maephim@sanuksystems.com to get this.

Terms & Conditions

You find the Terms & Conditions for use of the broadband service here: (sanuk_systems_thailand_terms_and_conditions).

Contact Support 

E-mail: maephim@sanuksystems.com

Phone: 033-010805 (International: +6633010805, broadband phone: 1000)
Out of hours emergency support: 080-1025480