Frequently Asked Questions

Is it a problem when I only see 2 green bars out of 5 on my Netgear Modem?


Not at all. As long as the LED lights are solid and green, you are perfectly fine. In fact, 2 green bars is normal and shows a strong digital signal.




Is there a Router firmware update I should initiate?


Yes: You should do this imedieately after setup, so your router will perform better (faster, stronger more consistent signal). Here's how: New firmware will come from time to time. We recommend that you periodically check whether you are using the latest firmware to experience the full set of product features. ▪️ UPDATE FROM THE MERCKU APP-- Step 1: Open the Mercku APP, click “Settings” to enter the list page, click “Upgrade firmware” and wait for the page to refresh. Step 2: If a new firmware is available, click “Upgrade” to automatically update. ▪️ UPDATE FROM THE ROUTER'S WEB PAGE-- Step 1: Connect your computer to the Mercku Wi-Fi, and access http://mywifi.mercku.com Step 2: Click “firmware update” and “Online Upgrade”. New firmware will show up and click “Upgrade” to upgrade automatically. If the internet connect is not available now, “Offline Upgrade” can be used to upload firmware images from local disk. Attention: The indicator light blinks red when it starts upgrading.Wi-Fi will not be available during the update so please do not power off or reset the device during the update, otherwise the device maybe damaged.




How do I use my VOIP phone (Voice Over Internet Protocol) with this wireless router?


OK: here's what you need to do... (???)




When I push the Reset botton on the bottom of my Router will I lose my personal Network Name and PW?


No: just a short tap until the lights flash (more like a PC restart) is all you need on that button. Do NOT hold it in for more than a fraction of a second. Then your wireless router will keep your personal Network Name and PW. (If you do lose them, see "Change Router Name and PW" and follow instructions.)




Should I change my Wireless Router Network Name and PW? How?


Yes, you should immediately change your Wireless Network Name and PW for security purposes. Here's how: 1. Log onto Mercku website: mywifi.Mercku.tech 2. Click on “Setup Wi-Fi” 3. Enter Admin PW from bottom of Wireless Router 4. Give your Router a name & PW 5. Save




What happens if I lose my Internet connection (light on the front of Wireless Router turns from green to red) but Modem is still showing 2 green signal bars?


Reset BOTH units simultaneously: 1) Interrupt power to the Netgear Modem by removing the power cord in the back, then reinserting it after 5 seconds. Modem should show 2 solid green signal bars. 2) Look on the bottom of your Wireless Router and press the Reset button (just a quick push-- do not hold it in for long or you may lose your Network Name and PW and then have to re-enter them). Red light on front of Wireless Router should blink several times, then go solid green to restore your Internet connection.




How do I know when to increase my Wi-Fi coverage footprint? What should I do if that is what I need?


Go to your cell phone App Store and download the “WiFi Analyzer” app to see where coverage is needed based on signal strength. Walk around your coverage area, espcially if more than a one storey building, or if more than 1200 square feet. See where Wi-Fi signal is strongest, and where it needs to be stronger. Consider repositioning your Wireless Router to get better results. Also know that you can move your router around at your location, depending on where it is needed at that moment. If repositioning your Wireless Router does not get you satisfactory results, consider adding one or more Network Expander Nodes. You can purchase Queen(s) and/or Bees from our Deep Orange website for upstairs, downstairs, basement, down the hall, etc. to expand your mesh network.




How can I get live local TV stations?


OUR Wi-Fi SOLUTION DOES NOT SUPPORT LIVE LOCAL TV. HOWEVER... Purchase a flat multi-directional digital TV antenna (normally these cost under $36) and hook it up to your TV. Mount the antenna as high as you can get it, even if you need to consider an extender cable. (Each TV will need a separate one of these antennas.) Now go to your TV menu and select Setup, then search for and add all available local TV stations (i.e., CBS, NBC, ABC, Fox, ESPN, PBS). When you want to watch live local TV just hit the Source button on your remote and select that option. (Why pay your cable or satellite company for what is already avalilable for free?)




Should I cancel cable/satellite when I get my new Wi-Fi Solution?


Probably not a good idea to cancel right away. You should wait until you have: 1) Properly positioned your new Wi-Fi Solution where it best serves your desired coverage area, and also added any signal extenders if you have a very loarge coverage area, or multiple storeys. (See FAQ on that topic.) 2) Updated your firmware. (See FAQ on that topic.) 3) Renamed your Router, and assign a PW first. (See FAQ on that topic.) 4) Made sure you will not lose your local TV stations: you will probably need to purchase one or more digital TV antennas. (See FAQ on that topic.)




What about my phone service? How does that work with this Wi-Fi Solution?


If you are still paying for a traditional "land line" you may not need it anymore. To save $$ consider purchasing a VOIP (Voice-Over-Internet-Protocol) phone that uses this Wi-Fi network instead. And of course, use your cell phone in Wi-Fi mode with this Wi-Fi Solution!




Is this Wi-Fi Solution portable?


YES: you can take it anywhere there is T-Mobile phone coverage and simply plug the two units (Modem and Wireless Router) into an electrical outlet to create a portable mobile Wi-Fi hotspot.




What if there is no T-Mobile cell signal coverage near me?


If you live in one of the few extremely rural areas in the country where there is no T-Mobile cellular signal coverage, you will need to ask us about possibly replacing your T-Mobile SIM chip with one from a provider that services your address. However, this is very rare. Go to this website to find out if your address is covered: https://www.t-mobile.com/coverage/coverage-map




Do I have to buy your equipment to use your service?


No, but you may have a harder time troubleshooting and supporting your hardware. If you prefer, you may purchase any combination of T-Mobile compatible 4G LTE modem and wireless router that you like, and still subscribe to our monthly Internet Unlimited Data Plan.




If I pre-purchase multiple months of your data plan will I save money?


YES! Please go to our "Shop" page and see your Data Plan options.




What are the average upload and download speeds, after firmware updates and proper setup?


(Answer needed.)




What is the typical Wi-Fi coverage footprint for just one of your Wireless Routers?


A typical coverage footprint is approximately 120 feet horizontally and 12 feet vertically, if no metal construction, and only 1-2 walls or 1 floor between rooms. You may find you need to add wireless router extender(s) to increast this coverage footprint.




If I refer friends and relatives will I get a referral credit?


YES! You will get a free month of service for every person or business you refer to Deep Orange thta signs up and uses us for over 32 days and pays for their second month of service on time. Make sure they enter your full name on the "SHOP" page, where it asks "How did you hear about us?" If you do not see a credit within 60 days, feel free to contact Customer Service and ask for it.




Is this a PREPAID service? What does that mean?


Our Data Plans are all a "Prepaid" service. This means that you pay for each month of Internet Service BEFORE you start to use it. Your credit card will be charged in advance for each billing period you authorize.




Do you require me to sign a long-term contract?


NO! You should be so happy with our service that you do not feel trapped or forced to stay with us. We are NOT like other Internet Providers in that respect! When you shop for our service you simply scroll through our pop-up agreement, click on "I agree", and then use us on a prepaid month-to-month basis for as long as you like.




Didn't find your FAQ here? Check Mercku website FAQs... Go to https://www.mercku.com/support/faqs/devices/


https://www.mercku.com/support/faqs/devices/




How easy is it to get started with my new Wi-Fi Solution?


(Refer to the Setup Guide instructions that come with your equipment.)

M2: Queen Wireless Router:

1. Connect to the power and WAN cables. The system should automatically connect to the internet, but in rare cases, it may take up to 60 seconds. Wait for the light to turn green. (Note: M2 uses DHCP for Internet settings by default. If your ISP needs PPPoE or static IP, the light will be red. Please proceed and configure properly in step 3).

2. Connect to Wi-Fi. Use your mobile device or computer to search for and connect to the MERCKU-XXXX Wi-Fi network (no password required).

3. Open the Mercku app or access http://mywifi.mercku.tech in a browser to complete setup.

Hive: Queen Wireless Router + 4 Bees:

1. Follow steps 1-3 for the M2.

2. Plug in the Bees. Wait for the M2 light to turn green before plugging in the Bees, which are pre-programmed. Place the four bees within only 1 floor or 1-2 walls from the M2, optimally up to 10 meters or 33 feet away.

3. Wait for the network to become active. This will happen automatically and typically takes about a minute.

4. Check the Bee lights. If the Bee light is green, it has established a strong connection. If the light is blinking green, the signal is weak -- adjust the Bee’s distance. If the light is red, the Bee is too far away to join the mesh -- adjust the Bee’s distance.

Please let us know if you’re having any issues with setup or have any other questions about the system as you use it!




Troubleshooting tips...


Now that we’re all spending a lot more time working and studying from home, the problems caused by poor Wi-Fi are more apparent than ever. Emails not going through, video calls that keep dropping, and Alexa not playing song requests are among the simple daily activities that come to a halt every time your Wi-Fi cuts out.

Here are some common Wi-Fi problems you may be facing and how you can fix them:

Low Speeds in Certain Areas

Your router transmits signals via radio waves, just like cell phones and radios. Depending on the antenna built into your router, the waves may be transmitted in all directions. So, if you’ve placed your router in a far corner of your home or in the dark depths of your basement, it’s possible that the signal won’t transmit far enough to reach everywhere you need it to.

Your router should be placed in a central location in your home to optimize signal strength. If you’ve moved your router and still have dead spots, you may want to consider upgrading to a Mesh Wi-Fi system to increase coverage.

Mesh Wi-Fi includes a main router and many small node units that can be spread out and installed to cover a larger space. These nodes differ from traditional signal extenders. Extenders take the signal that reaches them and send it out again. Any loss between the router and extender cannot be recovered. In contrast, the nodes from a mesh system work together with the router to form one seamless and unified signal. This extends both range and signal strength.

In a leading solution like Mercku’s M2 Hive Mesh Wi-Fi System, nodes automatically connect with each other to create a mesh network. The network can then be scaled to suit larger spaces with multiple floors by increasing the number of nodes. Each device connects to the best possible access point to ensure a strong signal at all times. The system has an easy-to-use app interface so you have full control over usage, troubleshooting, and Wi-Fi management.

Interference Causing Drop-Offs

If you’re experiencing drop-offs and are still confused as to why your Wi-Fi signal is strong one minute and non-existent the next, it may be due to factors in the environment causing interference. If your router is too close to household appliances that emit radio waves, your Wi-Fi connectivity will suffer. Such appliances include microwaves, radios, 2.4G wireless mouses and headphones.

You may also experience interference-caused drop-offs if you live in close proximity to neighbors who have a router which uses overlapping channels to emit a Wi-Fi signal.

If you’ve ever used an FM radio transmitter in your car for a portable music player, you know that when you enter a new town you can experience an interruption in signal if there’s an FM radio station broadcasting to the channel you’re transmitting to. The interruption is caused by co-channel interference. To resolve the issue, you’ll need to scan for FM channels not being used for broadcast.

Similarly, routers have a set of channels through which they send Wi-Fi signals. However, switching channels occurs automatically every few microseconds to ensure the best connection is being used.

A 2.4GHz signal has 11 channels, but only 3 are non-overlapping. Therefore, if you live in an apartment complex with 4 neighbors nearby and you’re all using 2.4GHz Wi-Fi, the likelihood of at least two of you using overlapping channels is very high.

A 5GHz signal supports 45 channels, 23 of which are non-overlapping. With 5GHz, Wi-Fi, the probability of interfering with a neighbor's Wi-Fi goes down dramatically due to three factors:

  1. An increase in the number of non-overlapping channels
  2. Your router automatically choosing the channel with the least interference
  3. Unlike the 2.4GHz frequency, 5GHz frequency signals trail off significantly over long distances

Resolving interference issues is simple; Place your router away from devices that may cause interference and ensure you have a dual-band router than can operate on both the 2.4GHz and 5GHz frequencies.

Mercku’s Mesh Wi-Fi system is dual-band and offers band steering to further increase performance. Band steering steers dual-band compatible devices to the 5GHz band, which decreases co-channel interference.

Devices not Connecting

Have you ever had that one device that just won’t connect to your Wi-Fi?

Try unplugging your modem and router for 30 seconds. Then, plug them back in and try connecting again. Seems too simple, but sometimes it’s all that’s needed. If you’re trying to get your laptop to connect and it’s still being stubborn, try turning off the firewall on your device temporarily. Occasionally, Windows firewalls can prevent Wi-Fi connections. Don’t forget to turn the firewall back on once you’re done testing!

Sometimes, outdated firmware can be the root of the problem. Ensure that the firmware on both your router and device are up to date. You can do this by checking for updates from your router’s manufacturer and in your device’s settings.

Mercku’s App and Web Portal allows you to reboot your router or update it’s firmware remotely. With an easy-to-use app interface, you have full control over usage, troubleshooting, and Wi-Fi management.

These tips will help you troubleshoot some of the most common Wi-Fi problems but in some cases the router you’re using simply may not be able to provide the speed and coverage you need. As you’re considering how to equip your home office for the increased demands of social distancing, a modern mesh Wi-Fi system could be one of the best investments you can make.




Why am I experiencing low speeds in certain areas?


Low Speeds in Certain Areas

Your router transmits signals via radio waves, just like cell phones and radios. Depending on the antenna built into your router, the waves may be transmitted in all directions. So, if you’ve placed your router in a far corner of your home or in the dark depths of your basement, it’s possible that the signal won’t transmit far enough to reach everywhere you need it to.

Your router should be placed in a central location in your home to optimize signal strength. If you’ve moved your router and still have dead spots, you may want to consider upgrading to a Mesh Wi-Fi system to increase coverage.

Mesh Wi-Fi includes a main router and many small node units that can be spread out and installed to cover a larger space. These nodes differ from traditional signal extenders. Extenders take the signal that reaches them and send it out again. Any loss between the router and extender cannot be recovered. In contrast, the nodes from a mesh system work together with the router to form one seamless and unified signal. This extends both range and signal strength.

In a leading solution like Mercku’s M2 Hive Mesh Wi-Fi System, nodes automatically connect with each other to create a mesh network. The network can then be scaled to suit larger spaces with multiple floors by increasing the number of nodes. Each device connects to the best possible access point to ensure a strong signal at all times. The system has an easy-to-use app interface so you have full control over usage, troubleshooting, and Wi-Fi management.




Can interference from other devices cause Wi-Fi signal drop-offs, or affect signal strength?


Interference Causing Drop-Offs

If you’re experiencing drop-offs and are still confused as to why your Wi-Fi signal is strong one minute and non-existent the next, it may be due to factors in the environment causing interference. If your router is too close to household appliances that emit radio waves, your Wi-Fi connectivity will suffer. Such appliances include microwaves, radios, 2.4G wireless mouses and headphones.You may also experience interference-caused drop-offs if you live in close proximity to neighbors who have a router which uses overlapping channels to emit a Wi-Fi signal.

If you’ve ever used an FM radio transmitter in your car for a portable music player, you know that when you enter a new town you can experience an interruption in signal if there’s an FM radio station broadcasting to the channel you’re transmitting to. The interruption is caused by co-channel interference. To resolve the issue, you’ll need to scan for FM channels not being used for broadcast.Similarly, routers have a set of channels through which they send Wi-Fi signals. However, switching channels occurs automatically every few microseconds to ensure the best connection is being used.A 2.4GHz signal has 11 channels, but only 3 are non-overlapping.

Therefore, if you live in an apartment complex with 4 neighbors nearby and you’re all using 2.4GHz Wi-Fi, the likelihood of at least two of you using overlapping channels is very high. A 5GHz signal supports 45 channels, 23 of which are non-overlapping.

With 5GHz, Wi-Fi, the probability of interfering with a neighbor's Wi-Fi goes down dramatically due to three factors: 1) An increase in the number of non-overlapping channels, 2) Your router automatically choosing the channel with the least interference, and 3) Unlike the 2.4GHz frequency, 5GHz frequency signals trail off significantly over long distances

Resolving interference issues is simple: Place your router away from devices that may cause interference and ensure you have a dual-band router than can operate on both the 2.4GHz and 5GHz frequencies.

Mercku’s Mesh Wi-Fi system is dual-band and offers band steering to further increase performance. Band steering steers dual-band compatible devices to the 5GHz band, which decreases co-channel interference.




Why are some devices not connecting to my Wi-Fi Solution?


Devices not Connecting

Have you ever had that one device that just won’t connect to your Wi-Fi?

Try unplugging your modem and router for 30 seconds. Then plug them back in and try connecting again. Seems too simple, but sometimes it’s all that’s needed. If you’re trying to get your laptop to connect and it’s still being stubborn, try turning off the firewall on your device temporarily. Occasionally, Windows firewalls can prevent Wi-Fi connections. Don’t forget to turn the firewall back on once you’re done testing!

Sometimes, outdated firmware can be the root of the problem. Ensure that the firmware on both your router and device are up to date. You can do this by checking for updates from your router’s manufacturer and in your device’s settings.

Mercku’s App and Web Portal allows you to reboot your router or update it’s firmware remotely. With an easy-to-use app interface, you have full control over usage, troubleshooting, and Wi-Fi management.





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