ADSL2+ BROABDAND INTERNET Your modem comes pre-configured, so simply plug it in as per the instructions received with the modem and it should be working. A diagram of what a typical set up might look like is below: MySaver does not support modems we do not supply, and we do not guarantee they will work with our service. However, generally speaking, most modems bought in the last few years will work with our service. Follow the instructions in your modem s manual to configure, and use the ADSL user name and password supplied in your MySaver modem s cover letter. Yes it does. ALL phones/faxes/devices need to be plugged into a line filter to avoid interference and drop outs to your internet service. If you are plugging the modem and a phone line into one socket, plug the modem into the ADSL port and the phone into the phone port on the line filter, then plug the line filter into the wall socket. If you are plugging the modem and the phone into separate sockets, plug the modem directly into one wall socket. Then plug the phone into the line filter phone port and plug the line filter into the other wall socket. PAGE 1 OF 7
Write down your unique wireless network name (WPA) and password (SSID) on the sticker on the back of Modem. You will need these details for your devices: 1. Open the Settings menu and select Wireless and network from the list, then select Wi-Fi Settings. 2. Ensure that Wi-Fi is turned on, then select the name (SSID) of your wireless network from the list. 3. Enter your wireless password (WPA) then tap Connect. Your Android device should remember this password from now on. 1. Tap the Settings icon on your menu screen and select Wi-Fi from the list. 2. Ensure the Wi-Fi slider is set to ON, then select the name (SSID) of your wireless network from the list. 3. Enter your wireless password (WPA) then tap Join. Your Apple device should remember this password from now on. 1. Open the Start Menu and select the Connect To option from the right-hand column. Click on Wireless Network Connection 2. Select the name (SSID) of your wireless network from the list and click the Connect button. 3. Enter the Network key, which is your wireless password (WPA) then click OK. Your computer should remember this password from now on 1. Click the Network icon on the bottom right-hand corner of your screen. 2. Select the name (SSID) of your wireless network from the list. Ensure Connect Automatically is ticked and then click the Connect button 3. Enter the Network security key, which is your wireless password (WPA) then click OK. Your computer should remember this password from now on. 1. Click the Network icon on the bottom right-hand corner of your screen. 2. Select the name (SSID) of your wireless network from the list. Ensure Connect Automatically is ticked and then click the Connect button 3. Enter the Network security key, which is your wireless password (WPA) then click OK. Your computer should remember this password from now on. 1. Click the AirPort icon on the upper right-hand corner of your screen and select Turn AirPort On 2. Click the AirPort icon again and select the name (SSID) of your wireless network from the list. 3. Enter your wireless password (WPA) then click OK. Your computer should remember this password from now on. PAGE 2 OF 7
ADSL2+ BROABDAND INTERNET It is very important to do as much trouble shooting as you can before logging a fault with the line. If MySaver lodges a fault for a copper phone line when there is no damage on that line, then you may be charged an incorrect call-out fee by our wholesaler s fault technician. To reduce the risk of this, we need to rule out as many other possible causes for your issues as we can. Always begin troubleshooting computer problems by rebooting the computer! This is particularly important if the computer has only recently begun to exhibit problems. For one reason or another, ADSL connections can drop out and fail to reconnect. Often the most effective troubleshooting step is to perform a power cycle. This will often restore the connection. To correctly power cycle, turn everything off at the wall- modem/router and computer. Leave off for a minute and then turn everything back on. Power-cycling the modem re-synchronizes the ADSL signal and the network connection to the computer. Loose or damaged cables are a common cause for problems with ADSL, and can be easy to miss. Check that all cables connecting the modem to the computer and phone line are in good condition and plugged in properly. The below diagram is a general example of what an ADSL connection looks like. The actual set up you have may be slightly different, but this is a general idea. All of these connections should be tested to ensure they are plugged in correctly and the cable is not damaged. Cables should click when they are in place properly. PAGE 3 OF 7
Power LED Status (PWR) 1. Check the status of the LED lights located on the front panel of the modem. POWER should always be lit solid. If the power light is unlit, has a Red LED, or is flashing, try the following: 2. Check that the power supply is plugged in securely, both at the wall socket and at the back of the ADSL modem 3. You may need to try a different power wall outlet ADSL LED light should always be lit solid. The ADSL light will flash when the modem is trying to connect to your ADSL service. It should take less than 30 seconds for your ADSL modem to connect and display a solid light. If the ADSL light continues to flash, try the following: 1. With the exception of the ADSL modem, ensure that all devices plugged into the phone line, including fax machines, cable television, and alarm systems, have an ADSL line filter on them. These filters prevent interference with the ADSL signal. The ADSL modem should be the only unfiltered device on the phone line. 2. The phone cable coming from the ADSL modem should plug directly into the wall outlet. Try bypassing any splitters or other devices as they can sometimes cause interference with the ADSL signal. 3. Try moving the ADSL modem along with its power supply and phone cable to a different telephone wall jack. There may be internal wiring issues causing problems with a specific wall jack or group of wall jacks at the location. 4. With the ADSL modem turned off, check the phone line for line noise. Audible phone line noise might be interfering with your ADSL signal. If you hear snaps or static when making a phone call, it is likely that a land-line/fixed service fault will need to be submitted. Some modems also have a PPP LED. This light indicates that the modem has authenticated with the username and password. It should also be on solidly. If this light is off or flashing, it may indicate an incorrect username or password has been entered. The Ethernet/LAN light should be lit solid or blinking rapidly. The Ethernet/LAN light will blink when the computer is sending or receiving data. It will remain solid while no data is being passed. If the Ethernet/LAN light is not lit, try the following: 1. Make sure the Ethernet cable connecting the ADSL modem to the computer is plugged into the LAN port on the back of the ADSL modem. 2. If there are any network devices between the computer and ADSL modem, such as a hub or a router, try bypassing them and run your computer directly into the ADSL modem. This will help you eliminate the possibility that one of these devices may be causing your problem. 3. The cable that connects your ADSL modem to your computer may be faulty. Try a different Ethernet cable if possible. If you have tried all of the above and the Ethernet/LAN light is still not lit, please contact Technical Support. PAGE 4 OF 7
A line filter is a device that sits between your modem, phone line and the wall socket. The filter makes sure your internet connection does not get interrupted when you make or receive phone calls. All phone line devices other than your modem, including fax machines and alarm systems should be plugged in to a filter to avoid interference and drop outs of your service. You need to make sure there is a line filter on every phone socket in the house and that each phone is plugged into the correct port. If you have checked this and you are still experiencing the problem, you may have a faulty line filter. Try replacing the line filter(s). Your speed should be at least 1.5Mbps (1500kbps). If your speed is less than that, or it s much less than it usually is, you'll need to troubleshoot using steps below. If your speeds are fine when you re connected to Modem with a cable but not when you re connected wirelessly, you may be having problems with your wireless signal strength. Please see the question Why is my wireless signal weak? below. Slow internet speeds are often caused by the same problem that makes any noise or crackling on your phone line. Unplug all devices from every phone socket, including Modem, telephones, fax machines, other modems, pay TV boxes and EFTPOS terminals. Plug a standard telephone handset (without a filter) into the phone socket. Listen for a dial tone and make sure you can make a call without hearing noise interference. If you have no dial tone or you hear noise interference test with a different handset if possible and then call our Support Team on 1300 800 898 if the problem remains. Run a full virus scan on your computer(s) using your antivirus software. If you are unsure how to do this, please consult a computer technician. Temporarily disable any firewalls or antivirus software you have on your computer and then run another speed test. Contact your antivirus provider for support if it appears to be affecting your speed. If you have a dial tone and no line noise, perform an isolation test. See the below question What is an isolation test and how do I perform one? for instructions. If your speed returns to normal with an isolation test, run a one by one test. See question below What is a one by one test and how do I perform one? An isolation test is a great way to trouble shoot if you are experiencing slow speeds, dropping out or having general internet issues. To perform an isolation test, unplug all devices including phones, faxes, pay TV boxes, alarm systems, other modems and EFTPOS machines. Remove all line filters, and plug the modem directly in to PAGE 5 OF 7
the wall socket. Plug your computer into the modem via a blue ethernet cable and check that it is now functioning correctly. If it is still not working, try with a different ethernet cable. If it is still not working, if possible try with a different modem. If it is still not working, the issue lies with either the wall socket or the wiring. Call our support team on 1300 800 898. If the internet is functioning correctly with an isolation test, the likely cause is interference from one of the other devices. Perform a one by one test as per below to determine which device is causing the issue. A one by one test should be performed after you've successfully managed to get your ADSL modem to connect up while doing an isolation test. Quite simply, a one by one test is the process of connecting devices back on to the telephone line one by one. After you connect each device (making sure that you've connected it using a line filter), test the Internet connection for a good few minutes to ensure that it continues to work properly. After you're satisfied that it still works, connect the next device, test the Internet connection, and so on. Should you find that after connecting a particular device your Internet connection slows down markedly or drops out, chances are there's a problem with the line filter between that device and the wall socket. Test it with one you know works. If your computer, laptop, smartphone or tablet is indicating a weak signal from your Modem s wireless network or you re having trouble with the speed or stability of your wireless connection, try these tips: 1. Put your Modem in a clear, central place in your home. The wireless signal has a range of about 30 metres, but this distance can be reduced by a large amount of obstacles (e.g. walls, cupboards) between you and your Modem. 2. Avoid keeping your Modem on the floor being elevated on a shelf or desk will reduce signal interference. 3. Keep your Modem away from any trees, plants, microwaves, metal objects and also any other devices that broadcast a wireless signal. Try to avoid having these obstacles between you and your Modem. If you have a large area you d like covered by your wireless signal, you can buy a wireless signal extender from your local computer store. This device will plug into a power outlet and relay your wireless signal over a longer distance. You can easily test your internet speed by going to http://www.speedtest.net/ and clicking the Begin Test button. To get the most accurate results, you should always run a speed test using a computer that is connected to your Modem with an ethernet cable. Wireless connections can be slower than cable connections because the wireless signal can get some interference. The difference in speeds is normally quite small, but sometimes speeds can be fine on a cable connection but much slower on wireless. This usually happens when the wireless signal is weak or getting strong interference. See the Why is My Wireless Signal Weak? section. PAGE 6 OF 7
If you have more than 5 computers, smartphones or tablets connected to your internet, your speeds may get slower if they re all being used at the same time. This is known as data congestion. Your modem is designed to support up to four cable connected devices, but it s possible to connect more devices wirelessly. We recommend 5 total connected devices or less. If you have more than this, you should be fine if some of those devices aren t actively using the internet, or if they don t need much data flow (e.g. normal browsing, or checking emails). To take a device offline, simply turn it off. Most laptops have a switch on them to turn their wireless connection on or off. Smartphones and tablets usually have an option in their settings menu to turn wireless on or off. PAGE 7 OF 7