After making a report, the Network Operations Centre (NOC) will contact you to go through a few troubleshooting steps and update your ticket number with all collected information. The NOC will then provide your ticket number, and you can use it to receive updates on your ticket status by contacting the NOC.
For NDMA to provide you with the optimum level of service, where applicable and when available, kindly provide the following information in the ticket:
There are multiple ways to make such a request.
Yes! The NDMA has multiple capable technicians working around the clock to provide support, even on the weekends and holidays. NDMA also has engineers on-call to provide support if escalation is required.
The NDMA does not extend its services beyond Government entities.
NDMA provides WiFiGY services to Government buildings and other public spaces. This wireless network is intended to be open for all to use. If NDMA provides a wireless service that is password protected, you will be unable to change that password since the device is managed by NDMA. Instead, create a ticket on the Help Desk platform by changing the issue type to Service Request.
The devices do not come with a backup battery or surge protector, however, the NDMA encourages you to install such devices.
The NDMA will provide and install the CPE and POE for each customer. If WiFiGY service is delivered, NDMA will provide a wireless access point. However, for paid internet service, you must provide your own wireless access point.
The first step is to verify that the devices are receiving power by looking for any lights on the wireless access point and the POE.
The second step is to ensure cables are connected correctly and securely.
The third step is to perform a power cycle by unplugging the power cable from the POE, waiting for a few seconds and plugging it back in.
If you are still without service after the power cycle, you should then create a ticket on our Help Desk platform and one of our technicians will contact you to provide support.
If you would like to relocate the service, a request would have to be made on the Help Desk platform.
NDMA’s LTE connected customers are provided with three devices for service delivery. These are the modem/antenna (also referred to as a CPE) usually mounted on the roof of the location which will connect to one of our LTE Towers and receive the signal, a power over ethernet adapter (POE) which provides power to the CPE and provides a port for the connection of a wireless access point (also referred to as WiFi router) that will distribute the service wirelessly to your devices.
You can check your public IP by typing ipjaguar.com in google or “Whats My IP”. If the result (which is your public IP) starts with 168.232.144 or 168.232.145 or 168.232.146 or 168.232.147 then you are using NDMA’s internet service.
Ensure that the speed test is done by connecting a cable directly to the router from a computer/laptop.
Perform a speed test using a reliable online tool (https://www.speedtest.net/ or speed.govnet.gy) to determine your current internet speed.
If the speed is significantly lower than expected contact NDMA technical support.
The first step is to verify that the devices are receiving power by looking for any status lights on the router.
The second step is to ensure cables are connected correctly and securely. Check for any lights on the WAN port or fibre port of the router. The fibre optic patch cord is yellow.
The third step is to perform a power cycle by unplugging the power cable from the device or turning off the switch, waiting for a few seconds and plugging it back in.
If you are still without service after the power cycle, you should then create a ticket on our Help Desk platform and one of our technicians will contact you to provide support.
Restart FortiClient VPN
Uninstall FortiClient VPN
Reinstall FortiClient VPN:
Yes, FortiClient VPN is available for Windows, macOS, iOS, and Android, allowing you to secure your connection on multiple devices and platforms. For Linux operating systems use an alternative VPN client e.g. Cisco AnyConnect.
If you encounter connection issues with FortiClient VPN, try the following steps:
To configure an IPsec VPN connection in FortiClient:
To install FortiClient VPN on Windows:
NDMA currently uses an IPSec remote access VPN. Customers can use a FortiClient application to connect to the VPN. FortiClient is a VPN client developed by Fortinet that provides secure remote access to your organization's network.
A Virtual Private Network (VPN) is a service that creates a secure, encrypted connection between your device and the servers hosted in NDMA’s data centers. This helps protect your online activity from eavesdropping, and other forms of interference, providing privacy and security while you browse the internet.
Yes. You can use the same public IP address for multiple servers/services.
As the customer, you only need to ensure your device has the IP and port configured that is being forwarded from the public IP address. Access through the public IP can be done anywhere with an internet connection.
Our public IP service assigns a public IP address to your network or your servers that we host. Traffic sent to this public IP is forwarded through our internal firewall to your designated private IP address within your network. For example, if your public IP is 168.232.146.31, we can forward traffic to your private IP address, such as 172.16.22.12 (this address will be given by your NDMA service router), on specific ports like 443. In the case of hosted servers, the public IP is forwarded to the servers to allow access to services.
A public IP address is an address that can be accessed over the internet. It is used to identify your network uniquely on the global internet, allowing external users and services to connect to your network. NDMA also offers a cloud hosting solution. The services on the hosted servers can be accessed via the Public IP address from anywhere or can be restricted to access from Guyana.
To troubleshoot connectivity issues, perform a ping test from one location to the other, targeting the network gateway of the other location. For example, you can ping from your computer (IP: 172.16.7.28) to the other location’s network gateway (IP: 172.16.8.1). This will help determine if the connection is stable and if packets are being transmitted correctly between the two locations. If the ping fails or shows high latency, further investigation into the PLC or network configuration may be required.
To get started with NDMA’s PLC service, you can contact our Customer Relations department for consultation. They will guide you along with the Infrastructure Division through the process of assessing your connectivity needs, planning the network layout, and setting up the dedicated connections between your desired locations.
NDMA ensures the security of the PLC service by providing dedicated connections, with Virtual Routing and Forwarding (VRFs) created in its network (or MPL3 L3VPNs) to ensure that customer’s routing table are separated from those of other customers or the internet.
NDMA’s PLC service offers high-speed data transfer, enhanced security due to the dedicated nature of the connection, and reliable communication between multiple office locations. This is ideal for agencies requiring stable and secure data links.
NDMA’s PLC service is also very flexible. We can design hub/spoke networks in which traffic from branch offices is routed only through the head office or we can enable a full mesh topology in which all offices can communicate with each other.
To exchange routes, we can use dynamic or static routing protocols. We will assist your engineers in setting up these routing protocols efficiently.
A Private Leased Circuit (PLC) service is a dedicated, high-speed fibre optic connection between two or more office locations, ensuring secure and reliable communication within a Wide Area Network (WAN).