maxis fibre internet quick start guide

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1 maxis fibre internet quick start guide

2 Welcome

3 a warm welcome from all of us at maxis Congratulations for taking the first step in turning your house into a Maxis Home! With Maxis Home Fibre Internet, you can expect a richer internet experience with faster downloads, enhanced online shopping experience, smoother video streams and more. Now you can do more in less time! top of free allocated minutes, you will also enjoy Internet Security to protect your devices and manage your children s online experience. Enclosed in this welcome kit is the quick start guide to assist you. For call charges after allocated free allocated minutes, Frequently Asked Questions and Terms and Conditions, log on to maxis.com.my/home or call Welcome to Maxis Home! Yours sincerely, Maxis Need to stay close to your family and friends? Then you ll love the free allocated minutes to Maxis mobile numbers and IDD destinations like Singapore, Indonesia, China, Thailand, India, Australia, UK, Taiwan, Vietnam and Japan! To find out more about your package details, visit maxis.com.my/home. Below are the benefits that you will 10 enjoy Mbps for subscribing to our service. Fibre Internet INTERNET Monthly fee of RM 138/mth for Maxis postpaid customers RM 148/mth (For all others) Free allocated minutes from your DECT phone Unlimited download quota* - to Maxis mobile numbers Free installation* - to 10 IDD destinations Additional charges will be incurred should you request for non-standard installation - to Maxis fixed lines FROM YOUR DECT PHONE 100 mins to Maxis mobile numbers (worth up to RM 9/ mth) RM 0.09/min on subsequent charges FREE CALLS 100 mins to 10 IDD destinations (fixed & mobile numbers) (worth approximately RM 30/mth) Singapore, Indonesia, China, Thailand, India, Australia, UK, Taiwan, Vietnam and Japan. Subsequent charges and calls to other IDD destinations to follow Maxis IDD call rates. Unlimited calls to Maxis fixed lines ON YOUR MAXIS MOBILE 100 mins to Maxis & Hotlink numbers (worth up to RM 12/mth)

4 safety tips for your reference MyAccount Portal how to create your personal MyAccount Portal ID and password internet security how to activate the service how to download the software speedtest how to get an accurate result using speedtest description of LED lights on equipment Optical Network Terminal (ONT) / Broadband Termination Unit (BTU) simple troubleshooting guide instructions for use Use the accessories delivered with the device or use those recommended by the vendor, such as the power adapter and battery. The power supply voltage of the device must meet the requirements on the input voltage of the device. Keep the power plug clean and dry to avoid electric shocks or any other hazard. Dry your hands before removing or inserting cables. Stop the device and switch off the power before removing or inserting cables. Switch off the power and remove the power plug if the device is shut down for a long time. Keep the device free of contact with water or other liquids. If such an accident occurs, switch off the power immediately and remove all cables, including the power cable, optical fibres and network cables from the device. Contact the Maxis customer service centre in case of a device failure. Do not stamp, pull, drag or excessively bend the cables because they may get damaged, thus leading to a device failure. Do not use cables that are damaged or aged. Do not look directly into the optical port on the device without eye protection as the infrared may injure your eyes. In case of any abnormalities such as smoke, abnormal sound or odour, immediately stop the device, switch off the power and remove all cables, including the power cable and network cable from the device. Contact the Maxis customer service centre in case of a device failure. Prevent foreign objects such as metal objects from dropping into the device through the heat dissipation vents. Prevent the outer case of the device from being scratched as the paint that falls into the device may cause a short circuit. In addition, it may cause an allergic reaction to human body. Keep the device out of the reach of children. Ensure that the devices are not dismantled so that the components are not exposed. Use of lightning protection is recommended to avoid device damage during storms. 1

5 for your reference VoIP no. : VoIP password : Wi-Fi user ID : Wi-Fi password : MyAccount ID : MyAccount password : Remarks : how to create your personal MyAccount ID and password Log on to MyAccount Portal at mylaunchpad.com.my Click on Create an account 2 3

6 and password recovery security question. how to activate the service Log on to MyAccount Portal at mylaunchpad.com.my (Please refer to page 3-4 for step-by-step instructions on how to create your personal account) Click on the MIS tab on the account page. 4 5

7 how to download the software Under the MIS tab, there are two sub tabs. Click on Download your Maxis Internet Security now to download the MIS files. Click Run > Next Please read the License agreement and click Accept 6 7

8 Perform speed test using wired connection to Residential Gateway modem (RGW). disable residential gateway modem (RGW) wireless connection 1) Open your web browser. 2) Log on to or to the IP address of your RGW (by default : ). 3) When the RGW GUI appears, click on Wireless under the Home Network category. Disclaimer The speed measured here is the speed between your device (PC, notebook or handphone) and Maxis network. These speeds may exceed the capabilities of many content servers and individual PCs. The actual Internet connection speeds may vary due to a number of factors including customer hardware, equipment and software, server limitations, type of content being accessed and the number of users online. how to get an accurate result using speedtest 8 9

9 4) In Wireless Access Point, click on Configure. clear your browser cache To clear your cache: 1) the Internet Explorer Tools menu, click Internet Options. The Internet Options box should open to the General tab. 2) Under the Browsing History section, click the Delete button. A Delete Browsing History box should open. Click the box next to the Temporary Internet files Delete button. This will delete all the files that are currently stored in your cache. 5) Uncheck Interface Enable option. 3) Click OK, and then click OK again

10 description of LED lights on equipment Optical Network Terminal (ONT) / Broadband Termination Unit (BTU) Figure 1: Top view of the ONT / BTU Actual unit may differ from visual above TEL2 TEL1 LAN4 LAN3 LAN2 LAN 1 LOS PON Power Ethernet Ethernet connection, no activity Ethernet activity Residential Gateway modem (RGW) Power off No wireless activity, WPA(2) encryption Wireless activity, WPA(2) encryption Wireless Orange No wireless activity, WEP encryption Wireless activity, WEP encryption Red No wireless activity, no security Wireless activity, no security Red/ Toggling Wireless client registration phase WLAN disabled Phone VoIP service up VoIP activity VoIP service down Broadband DSL Synchronized Pending DSL Synchronization Internet Internet connectivity, no activity Internet activity Red Internet connection setup fail Figure 2: Top view of the Residential Gateway No internet modem connection (RGW) Actual unit may differ from visual above Power Ethernet Wireless Phone1 Phone2 Broadband Internet Power Red Orange Power on, normal operation Power on, self-test failed, indicating device malfunction Device is upgrading Power off 12 13

11 Ethernet Ethernet connection, no activity Ethernet activity Power off Wireless Phone Broadband Orange Red Red/ Toggling No wireless activity, WPA(2) encryption Wireless activity, WPA(2) encryption No wireless activity, WEP encryption Wireless activity, WEP encryption No wireless activity, no security Wireless activity, no security Wireless client registration phase WLAN disabled VoIP service up VoIP activity VoIP service down DSL Synchronized Pending DSL Synchronization 1. Unable to connect to the internet. Is the ONT / BTU powered, POWER LED light lit? No: ONT / BTU is not powered. Please ensure the power plug is functional and switched on. Yes: Power and the ONT / BTU and RGW. If problem persists, proceed to next question. Internet Red Internet connectivity, no activity Internet activity Internet connection setup fail No internet connection Is the cable from PC plugged into Ethernet port at the RGW? No: The cable might be unplugged or plugged incorrectly. Plug the cable into the correct port. Power Red Orange Power on, normal operation Power on, self-test failed, indicating device malfunction Device is upgrading Power off 2. Inactive fibre connection. Is the LOS LED light blinking in red? Yes: The patch cord might not be connected to ONT / BTU. Plug in the patch cord to its place. 3. Experiencing slow internet connection. Is there a router, switch or another device connected between the RGW and PC? No: Power and the RGW. Yes: Connect the cable from PC directly to the RGW and verify. Disclaimer Product information, packages and diagrams used are correct at time of printing. Maxis reserves the right to make any changes deemed necessary and/or required to its services and equipment. For latest information, kindly visit maxis.com.my/home

12 4. Unable to find the Wi-Fi network. 1) Open a browser and log on to In the RGW GUI click on Wireless under the Home Network category. 2) In Wireless Access Point click on Configure at the top right hand corner of the screen. 3) Make sure the Interface Enabled option is checked. 4) Scroll down and look for the Channel Selection. 5) Change the channel from Automatic to Manual. 6) Go to Channel and change to other available selection, ie. 11 or 12. 7) Click apply and try again to connect with the Wi-Fi network. 5. Unable to make and receive calls to and from all numbers. Is the DECT phone powered? No: DECT phone is not powered. Please ensure the power plug is functioning and switched on Yes: Power and the DECT phone and verify. Is the cable from DECT phone plugged into RGW Phone 1 port? No: The cable might be unplugged or plugged incorrectly. Plug the cable into the correct port. 16

13 maxis.com.my/home

Thank you for your support and welcome to Maxis! Yours sincerely, Maxis

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