FAQ

Why has the waiting time on the line increased, and there is a certain delay in answering in chats or via e-mail?

In the current situation, the number of calls to the support service has increased 4 times. This is due to unstable blackout schedules, discrepancies between the availability of light and the Internet, etc. Many people want to get answers to questions, offer something or find solutions to problems. We appreciate your feedback. Therefore, in order to be able to process more requests and reduce the waiting time for an answer, we have increased the number of specialists answering calls, chats and mail requests and optimized processes. Unfortunately, even this number of specialists is still not enough.

In order to save time, in addition to calls, please use alternative communication channels:

- Chat on the site. To start a conversation, click on the chat window with the operator that pops up at the bottom right.
- Viber-bot https://viber.com/kolotv In the bot, choose the "Chat with an operator" option.
- Telegram bot https://t.me/kolotv_bot To start a conversation, press Start and just write your question in the chat with the bot.

Why has the response time increased after the application for connection has been made?

Application processing time has increased significantly due to a sharp increase in applications. There are many facilities in our network where the network has power backup and the Internet works without electricity. Due to this, a certain queue was formed both from applications for connection and from the very orders for connection. You will receive an answer to your application in any case. We fix them and necessarily process them one by one.

Are you connecting PON or optical?

Optical connection using PON technology
We connect using PON technology in the following housing complexes: Petrivskyi Kvartal, Navigator, Taryan Towers, 52 Perlyna, Sky Avenue, Woodstory, Crystal Springs (line 1, 4, 5, 6), Republic, Fine Town, Podil Prestige , Lebediny, Brest-Litovsk, Dynasty.
At other facilities, we do not connect using PON technology and do not plan to change the technology in the near future, because, given our current reservation scheme, it is not advisable.
In order to achieve stable Internet operation without light at every facility where there is no PON technology, we equip the equipment with batteries and base nodes with uninterruptible power supply units every day.

We would like to dispel the myth and note that the PON technology is not a panacea, because using it, the equipment must also be powered by batteries. Its only advantage is that the equipment (OLT) from which the subscribers are connected is located in one place, for example, one for the entire house/apartment/district, and not in each entrance of the house, in the case of a classic network construction (FTTB) . Accordingly, it is enough to heal only it, and the passive optical network will deliver the signal to each apartment. However, if the light goes out for a long time, for example, 6-8-10 hours, the batteries on the OLT can also be discharged, and in addition, an additional subscriber terminal is installed in each connected apartment, which converts the optical signal into a regular Internet cable, which is inserted into the router, and it also needs to be powered up, which creates certain inconveniences.

Classic optical connection in conventional networks.
Even if you don't have a PON network in your house, you can connect optical Internet in your apartment. That is, an optical cable is stretched from the provider's equipment to the apartment, and a converter (media converter) is installed in the apartment. However, it will not give the desired result, namely an increase in the service time when the power supply is turned off, since the optical cable on the provider's side will be included in the same equipment as in the case of a conventional, classic cable connection "twisted pair" (Ethernet). But it will also add additional complications, since there will be another active equipment in the apartment that needs to be powered additionally.

How long will the internet be unavailable?

According to the outage schedules provided by DTEK, the average outage duration today is about 4 hours. However, in some areas we observe 5-8 hours of power outages. But this does not mean that there will be no service all this time, since our equipment will continue to run on batteries and UPS for some time after the shutdown.

Does the schedule of disconnections exactly coincide with the absence of the Internet?

If the Internet has disappeared in your apartment/house, it means that our equipment in your house, or one of the nodes in the residential complex or district, has no power supply and its batteries are already exhausted.
Only in this case.
Situations are also possible when there is no power supply according to the schedule, but the Internet continues to work, both for a certain time and for the entire period of the shutdown according to the schedule. This is related to the capacity of the batteries installed on the equipment - how much they managed to charge since the last shutdown and their total capacity.
If your house has a scheduled power outage and the internet goes out with it, it will most likely come back on when the power comes back on, provided that all the nodes to your house also have power or the equipment is still running on batteries.

Why does my house have power, but your internet does not work?

It is possible that several phases in your house and apartments are connected to one phase, which is currently working, and providers or part of consumers are connected to another phase, which is currently de-energized. Or our equipment in your home is active and working at this moment, but it is not receiving a signal from the base node (located outside your home), which is currently out of power due to planned outages and the battery is dead.

How long will the Internet work when the power goes out in the house?

How long the Internet will last in your driveway depends on several factors:
1) How long ago the batteries were installed. The longer the term, the shorter the working time;
2) Charge level before emergency shutdown. The longer the light was on before turning off, the longer the working time will be;
3) To what extent the switchboard is filled with subscribers. The more subscribers, the shorter the working time;
4) Atmospheric conditions. The colder the house, the shorter the working time.
Here it is worth noting that in order for the signal to reach your house, all the nodes it passes on the way must also have power, or it must work from batteries.
Average approximate time in current conditions - from 2 to 5 hours. Such a working time can be expected under favorable conditions. But in different cases and under different conditions, the working time can be 20 minutes or 6 hours.

Do you install uninterruptible power supply and batteries on your equipment?

We have batteries and uninterruptible power supplies on most equipment and on all base units.
However, they have different unpowered times depending on the factors described in the question above.

Why do my neighbors have internet and not mine?

If your neighbors also have Kolo.TV
within the same entrance/apartment, subscribers can be connected to different switches of the provider, for example, upper and lower, or the apartments belong to different risers, which also have separate equipment.
Accordingly, there may be situations when the services do not work at neighbors across the entrance or even on the floor, but they work at yours. The duration of work depends on the factors described in the questions above.

If your neighbors have a different provider
In the same house, providers can be connected to different phases, and the equipment itself can be placed in different places of the house.
The base sites of the providers are located in different places around the city, so it is quite possible that Kolo.TV works in your house, and another provider does not, because the signal is lost at one of the nodes.

Will the Internet work for me if I put a battery in my apartment?

Theoretically, as long as our equipment in the house is powered by a battery or uninterruptible power supply, you will have Internet. In practice, it is important that there is also Internet at the base site, or even in the chain through which the signal passes to your house, because it is possible that you have a battery in your apartment, our equipment also works on a battery, but there is no Internet, because the signal does not come to the house, due to the lack of power in a completely different house or area, because there is a base node that has been without power for a long time and the batteries are already discharged.

What kind of battery should I buy so that the Internet can work with it for 4-6 or more hours?

The ability to install batteries provided by subscribers must be checked individually. In this case, please contact a representative of the initiative group to us via chat on the website, viber or telegram bot, or email.
Why the representative? so that each individual request does not create a load on our communication channels and everything is consolidated and resolved as quickly as possible.

When will the Internet appear after the light?

If all the basic sites in the chain to the subscriber's entrance also worked at the time of turning on the light, then the Internet will appear within 5-10 minutes.

Why does the Internet not work when I move the Internet cable from the router to the computer?

Our server gives the settings to a new device on the network within 15 minutes. In order to connect successfully, your PC must have automatic acquisition of settings enabled.

Why has the light already appeared, but there is no Internet yet?

The reason may be the lack of a signal to the house in general, due to the fact that one of the nodes to your house is still without power and its batteries are discharged, for example, a base node located in another house. In this case, all that remains is to wait for the restoration of power on the entire chain.

Is there a modernization plan for specific addresses (when the battery will be replaced/installed exactly in my house)

We have a certain sequence, taking into account the topology of the network, as well as the appeal of initiative groups of residents of buildings.

If you plan to apply, please form a consolidated application from the residents of your house or main house, because this allows us to process applications faster and more successfully plan the queue for modernization.

What is my house's queue for a battery replacement?

The number in the queue for modernization probably will not provide you with any useful information. But we are now trying to predict the estimated completion date, based on the derived standards.

Also, there are houses where the situation with the lack of Internet is not critical, which allows us to focus on problem areas.

We have a phase in our house that is never turned off. Is it possible to switch equipment to it?

So. We also process such applications. But there is no 100% guarantee that there will always be power during this phase, from the practice of other houses, outages occur alternately. It is also worth noting that on the way to the house, the signal passes through many nodes, which must also have power.

Therefore, this is a complex issue that needs research, so please form a consolidated appeal from the residents of your house or main house, because it allows us to process applications faster and plan the connection queue more successfully.

Can we move your equipment to our house because we have less outages?

Theoretically, yes. But this is also a complex issue that needs research, so please form a consolidated appeal from the residents of your house or front, because it allows us to process applications faster and plan the connection queue more successfully. Please write via chat on the site, Viber or Telegram bot, or email.
.

Where exactly is the node equipment?

Node equipment can be located both in your house, and in a neighboring one, or somewhere in another area. There are more than 100 such sites and, usually, they were placed in places with a stable power supply connection.

Unfortunately, given the current situation, these sites also do not provide a 100% guarantee of connection, however, they are prioritized and usually supported by generators and equipped with more powerful batteries and UPS.

Is it possible to connect without queuing, for an additional fee?

Currently, there is no such possibility. Because all our specialist teams are scheduled for several weeks ahead.
We do everything possible to speed up this process, namely: we group applications from the same house or neighboring ones, we divide the connection process into 2 stages (drafting and connection), which speeds up the procedure, we constantly recruit new specialists.

Is it possible to connect earlier if many people are ready to connect from our house at once?

Such requests are considered individually. If you have a group connection request. Please form this in the form of a table, which should contain information about the apartment number, entrance, floor, full name, phone number, tariff.
If you have such a list, please contact the representative of the initiative group.

Is it possible to ensure continuity if we are ready to buy batteries/candles as a whole?

There is such a possibility.

We need a request from the initiative group, citing your address and readiness to purchase the necessary equipment.

After that, we conduct an analysis and decide whether it will give the desired result. If so, we will let you know how you can help us.

We have a generator in our house. Can you connect your equipment to it?

Yes, it is possible, with the help of a certain AVR device, to configure the circuit so that the power of our equipment automatically switches to it during the disconnection of the main power line. To implement this plan, please contact a representative of the initiative group of the house through chat on the website, Viber or Telegram bot, or email.

Why don't you provide all houses with generators?

First of all, we provide generators to hub sites, which depend on the operation of entire districts or large groups of buildings.

The number of separate entrances is counted in thousands, therefore it is currently impossible to rationally provide individual entrances with generators.

Instead, we do daily network upgrades in homes/ports to reserve equipment and keep it running during power outages. This process happens gradually, according to the plan.

How to connect a router/switch/subscriber terminal (ONU) to a power bank?

You need to have, in fact , the power bank itself and USB-DC adapters . As for the power bank here, of course, the larger the capacity, the longer it will power your router, the main thing is that its characteristics indicate that the output voltage from the USB ports was 5, 9, 12V. And about the adapter, or it is also called a step-up adapter, you need to choose the right one that is suitable for your model of router/switch/subscriber terminal (ONU). To do this, you need to look at the power supply unit itself or on the back of the device, how many volts of input voltage it needs to work: 5V, 9V or 12V. Accordingly, such an adapter should be purchased. There is one more feature of the adapters - this is the connector, which is different for different manufacturers, but most of them have the standard 5.5x2.1mm or 5.5x2.5mm - these numbers indicate the outer and inner diameter of the connector. Note that it is difficult to determine visually, and you are unlikely to find it in the characteristics of your device. Therefore, we tested and found that 5.5x2.1mm and 5.5x2.5mm are interchangeable.
Now to practice!
If you need to power up the router, then you need 1 adapter of the appropriate voltage and a power bank with one USBway out If there is a router and a subscriber terminal, then, respectively, 2 adapters and 2 power banks (since one power bank with two USB ports may not be able to power two devices at the same time, this mode of operation must be tested, since different power banks have different capacities) .
For example, a 10,000 mAh power bank can power a 12 V router for about 5-7 hours.

The image of the adapter is here.
We have these adapters for sale.

How to connect the cable directly to the PC?

To do this, you need to remove the input cable from the router (usually it is inserted into a port of a different color and is labeled as WAN), and insert it into the connector in the laptop. At the same time, in the cable connection settings of your computer, the parameters should be: "Receive settings automatically". Most often, the input cable is located near the front door or the panel in the apartment, however, it can also be connected to one of the Internet sockets in the apartment. In this case, you will need an extension cord, a so-called patch cord , to insert it into the Internet socket. It can be made by our craftsmen, or you can purchase it yourself. Also, sometimes it happens that the input cable is short, then it can be extended with the help of such an adapter + patch cord.

If you have a power outage, but our equipment in the house is battery-backed and working, then by directly connecting the cable to the computer, you will be able to receive the Internet as long as our equipment is working

FAQ

FAQ