What is Wireless Broadband Internet? 
How does wireless compare to a Dial-Up Connection?
How does wireless compare to cable?
How does wireless compare to DSL service?
What do I need to get wireless broadband internet access?
How do I get a Scarlet modem?
What kind of software do I need for Wireless Internet?
Do I need an antenna to receive signal?
Do I need a clear line of sight to a Scarlet Wireless network antenna base station to receive service?
How can I be sure that Wireless Internet will be available on my location?
What is new about Scarlet Wireless Internet?
Do I own the equipment?
Who is responsible for the Scarlet modem?
How do I connect multiple PC’s to the Scarlet modem?
How Secure is a wireless connection?
Can other equipment disturb my Wireless Internet connection?
Does the weather influence the signal strength?
I have submitted my sign-up form. When will I get my Scarlet modem?
Are there any limitations applicable?
Can I use my telephone line at the same time while using the internet?
Do I also get an e-mail address?
Do I get fixed IP address?
How to configure my e-mail account in Microsoft Outlook?
TROUBLESHOOTING
My modem has a flashing red light, and is not passing data, what should I do?
The modem won’t function when hooked up to another computer or a router
My modem seems slow, and/or is dropping the connection occasionally, what is going on?
My Computer hesitates on initial download request, and then runs great.
The modem keeps loosing power even while connected to the wall power pack
Are there external antennas available for the wireless service, and how do I get one?
What is Wireless Broadband Internet? 
The fast speeds and “always on” (24/7) features are the same as those offered by cable or ADSL broadband technologies. However, the similarities stop there. Our customers connect to the internet wirelessly over the air, rather than through a phone line or cable. This means that you get all the benefits of traditional internet, plus the portability and freedom that only wireless internet can offer.
How does wireless compare to a Dial-Up Connection?
Although sold as a 56k connection, a 56k dial-up connection operates at a maximum speed of 53k; and this speed is only achieved under the best of conditions. The average dial-up connection has an effective speed of less than 40k. Also your phone line will be busy when you are using dial-up for internet. Scarlet offers different kind of speeds starting from 128k. See for our packages.
How does wireless compare to cable?
In a cable environment, each customer is statically allocated a percentage of the cable's potential. Because of this necessary allocation, subscribers are unable to share the full potential of available bandwidth even when it's available. In a wireless environment, this allocation is dynamic, thus allowing the customer to use all available bandwidth, right up to their selected level of connection.
How does wireless compare to DSL service?
Although comparable in its ability for high speed connections, DSL service is distance sensitive. It is often referred to as "last mile technology" because it generally does not work beyond 18,000 feet. The further you are from the switching station of the telephone company, the slower the data rate. DSL is only available in locations where the proper wire and transfer station infrastructure has been installed. DSL can take 4-6 weeks to provision.
What do I need to get wireless broadband internet access?
The only thing you need will be the portable Scarlet modem and a computer/laptop/PDA.
How do I get a Scarlet modem?
You can call us daily at 0800-0900 (free number) and our Customer Service Department will be of further assistance.
What kind of software do I need for Wireless Internet?
You do not have to buy any software at all. You only need a browser (e.g. Internet Explorer) to get internet access.
Do I need an antenna to receive signal ?
The Scarlet modem that will be provided has its own built in antenna. But if the reception might be too weak you can move the modem to another location (closer to a window or on a higher spot) or we can provide you with an external antenna for better reception. Our employees will kindly assist you with this.
Do I need a clear line of sight to a Scarlet Wireless network antenna (base station) to receive service?
No. Our signal can pass through various types of buildings and obstructions (depending on your distance from our Access Network antenna), so you are also able to get service even if you can't see our antenna.
How can I be sure that Wireless Internet will be available on my location?
At this time 80% of Willemstad is covered. On some locations you will need an external antenna to receive a better signal. Unfortunately there are always locations where there will be no signal at all. Very soon our coverage map will be available. Our technical department will always visit the customer to test the signal on location.
What is new about Scarlet Wireless Internet?
It’s fast and easy to install. Simply plug and play. It’s a small unit and it is portable so you can take it to other locations, however Scarlet only guarantees coverage on the spot of installation.
Do I own the equipment?
No. The equipment is part of the Scarlet Wireless Network and will remain property of Scarlet Curacao.
Who is responsible for the Scarlet modem?
Customer is responsible for safe-guarding the equipment against damage or loss. Scarlet shall charge customer NAf 500 for lost, damaged, or non returned equipment (see also our terms and conditions)
How do I connect multiple PC’s to the Scarlet modem?
The Scarlet modem acts as a bridge, it only connects to one computer. To connect multiple PC’s you will need a router or a hub with routing capability in each .
How Secure is a wireless connection?
All data that is transmitted over our wireless network is encrypted and virtually impossible to intercept. However, because your computer will always be connected to the Internet we suggest that you install a firewall to prevent uninvited, unwanted, and unwelcome visitors to your computer. The firewall can be software running on the computer or hardware running on the LAN. A virus scanner is also recommended.
Can other equipment disturb my Wireless Internet connection?
Scarlet Wireless Internet uses the 2.3 GHz range. No other providers on the island are using this frequency. Devices such as cordless telephones, wireless routers/firewalls and microwave ovens which are using the same frequency can all interfere with your wireless connection and speed.
Does the weather influence the signal strength?
No. The weather does not influence the quality of the wireless connection at all.
I have submitted my sign-up form. When will I get my Scarlet modem?
As soon as we have received your application we will put you into the planning for installation after which we will contact you.
Are there any limitations applicable?
No there is not. All accounts are based on a fair use policy. Nevertheless we do monitor all activity and keep the right to disconnect extremely heavy users.
Can I use my telephone line at the same time while using the internet?
Yes because you are not using a telephone - or television cable it can be used anytime.
Do I also get an e-mail address?
Yes, you get one free email address: yourname@scarlet.an. It is possible to order more email addresses. For more information visit our website.
Do I get fixed IP address?
For the Home user subscriptions IP addresses are dynamically assigned. You get one free fixed IP as a business user (Scarlet One SOHO Premium and Scarlet One Business)
Troubleshooting
My modem has a flashing red light, and is not passing data, what should I do?
Your modem needs to be placed in a better spot in order to receive signal from the broadcast tower.
The modem won’t function when hooked up to another computer or a router?
If the modem is moved directly from one computer to another, or connected to a router before the DHCP table clears (once a day) the MAC address won’t match, and the tower will reject requests from the new computer. Hook the modem back up to the original computer or router, and perform an IP Release, then hook the modem into the new computer or router.
My modem seems slow, and/or is dropping the connection occasionally, what is going on?
Your modem may not be placed in the most efficient location. Even small adjustments to position or location can have a dramatic effect on modem speeds. Several factors will slow a modem down from the best effort speed. They are:
1. Poor modem placement within a house or building- Good placement of the modem is critical for achieving the highest speeds. This is the primary factor which may slow a modem down. Generally, placing the modem as high up as possible on the side of a building facing the tower will achieve the highest speeds.
2. Difficult terrain- foliage, structures, and bouncing the signal around buildings will slow down the service. This is the second most important factor. A modem that has to shoot through three houses and acres of trees to get at the tower may run slower than a modem with a clear view out of a window of the tower.
3. Extreme distance from the BTS- The farther the modem is from the BTS, the slower it will operate. This is the least factor in slowing a modem’s performance.
My Computer hesitates on initial download request, and then runs great?
The RF session between the modem and the tower has to be established before data can pass, this causes the initial request to take longer than subsequent requests. Some computers will have longer initial request drag than others. Users at the far edge of the service area will have longer waits than users nearest to the tower.
The modem keeps loosing power even while connected to the wall power pack?
Check the modem power cable and make sure it’s connected tightly. The customer should hear or feel a small *snap* when the power plug is put in correctly.
Are there external antennas available for the wireless service, and how do I get one?
Some customers may not receive adequate signal quality using the internal antennas alone. If not, an external antenna may be substituted for the flip-up antenna. An external antenna can be delivered by Scarlet.
The Scarlet wireless Internet modem has three built-in antennas to receive signal from the base stations. Two patch antennas built in to the left and right side of the modems, and the flip-up antenna on the front of the modem.
The modem will automatically choose the best antenna for receiving signal from the tower.
Please Note:
If the modem is moved to improve reception, it should be power cycled (turned on and off) so that the modem can re-select the best internal antenna to use. The modem must remain upright for the antennas to function, as the signal from the tower is polarized.
The flip-up antenna on the front may be removed by lining up the raised tabs on the flip-up antenna and the modem body, and then gently pulling the flip-up antenna straight away from the modem body.
Scarlet recommends only an antenna for external use. You will need an antenna which is usable as an indoor antenna where no lightning grounding is necessary, and it has a short enough cable length, so that the signal gain of the antenna is not lost in the path down to the modem.
Larger outdoor antennas are of dubious value for the following reasons: Outside mounted antennas (such as roof mounted antennas) must be professionally installed and grounded. Scarlet does not offer antenna installation service, and a customer who chooses to use an external antenna does so at their own risk and expense. The longer length of the antenna lead down to the modem reduced greatly the signal gain offered by the antenna. Typically, the modem (which must remain indoors) will see no gain from an external antenna with a cable longer than 10 feet.
The internal patch antennas on the Scarlet modem are wired directly into the modem, and provide equivalent gain when the modem is properly placed inside a building. *Please Note* : An external antenna will not help customers with no signal what-so-ever at their location. It will only help those customers who get RF signal lock, but are unable to pass data.
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If for any reason you have any technical question, do not hesitate to contact our Technical Support Desk at 461-6063 or by e-mail support@scarlet.an
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