Welcome
Congratulations, you are now on your way to a world of faster internet! With your newly-installed Maxis Fibre Internet, you will enjoy faster downloads, enhanced online shopping, smoother video streams, seamless gaming and more. Do all these on your favourite smart devices, anywhere in your home. Need to stay close to your family and friends? Then you ll love the free Voice package with call credit that lets you call anyone you like, wherever they are! Enclosed in this welcome kit is the quick start guide to assist you. For call charges after you deplete your free Voice call credit, Frequently Asked Questions and Terms and Conditions, visit maxis.com.my/fibre or call 1800 82 4663. Thank you for your support and welcome to Maxis! Yours sincerely, Maxis
safety tips for your reference MyAccount Portal how to create your account in MyAccount Portal ID and password speedtest how to get an accurate result using speedtest description of LED lights on equipment Optical Network Terminal (ONT) / Broadband Termination Unit (BTU) Residential WiFi Modem troubleshooting guide 6 7 8-9 10-12 13-16 17-30
instructions for use Use the accessories delivered with the device or use those recommended by the device vendor, such as the power adapter and battery. The power supply voltage to the device must meet the input voltage (240V AC) specification on 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. Make sure that the device is fully dried before re-using it. 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. 6
for your reference Wi-Fi user ID : Wi-Fi password : MyAccount ID : MyAccount password : Voice no. (if applicable) : Voice password (if applicable) : Remarks : 7
manage your profile track your internet data usage view, pay and track your bills how to create your personal MyAccount ID and password Log on to MyAccount Portal at maxis.com.my/myaccount Click on First time user Key in the following details: User type : FTTH Phone Number : Your Maxis Fibre Voice number (provided by a Maxis representative once you have confirmed your installation date) ID type : Select New IC/Old IC (which was used when registering with Maxis) for verfication purposes. Click Submit 8
and password recovery security question. 9
10 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 Close any applications that may be connected to the internet. Plug LAN Cable (RJ45) to the LAN Port on your computer and any port on your Residential WiFi Modem. Disable your WiFi connection on your computer. 11
clear your browser cache (You may opt to skip this step but however, it is recommended to clear your cache for more accurate speed test result.) To clear your cache: 1) On 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. 3) Click OK, and then click OK again. Go to speedtest.maxis.com.my and click on Begin Test button to perform speed test. 12
description of LED lights on equipment Optical Network Terminal (ONT) / Broadband Termination Unit (BTU) As there are different models being used, your actual unit may differ from visual below Figure 1: Top view of the ONT / BTU TEL2 TEL1 LAN4 LAN3 LAN2 LAN 1 LOS PON Power 13
Table 1: LED status indication 1 LED LAN1 - LAN4 POWER PON LOS Status On Blinking Off Green Off Refer to table 2 Refer to table 2 Description Ethernet connection is normal. Data is being transmitted through the Ethernet port. Ethernet connection is not set up. The device is powered on. The device is powered off. (PON - Passive Optical Network, LOS of Signal, LAN-Local Area Network) Table 2: LED status indication 2 No 1 2 3 4 5 Status PON LOS Off Off Blinking Off On Off Off Blinking Blinking Blinking Description For a successful connection, the PON has to be On and the LOS has to be Off. Otherwise, please contact our Customer Service. (PON - Passive Optical Network, LOS - Loss of Signal) Residential WiFi modem As there are different models being used, your actual unit may differ from visual below. Model TG784nv3 Service Broadband Internet Wireless WPS Ethernet Voice 1 Voice 2 Figure 2: Top view of the Residential WiFi modem 14
Table 3: LED status indication 15
16 (WPS - WiFi Protected Setup, DSL - Digital Subscriber Line)
Disclaimer This guide is based on Windows XP. Your user interface may differ depending on the operating system. I cannot connect to the Internet A. I received the error message Server not found or DNS error Open your web browser and enter 192.168.1.254 in the browser address bar. On the configuration page, make sure that the einternet status is Connected. If it is disconnected, click the Connect button. Please contact us if status remain Disconnected. 17
Go to the Microsoft Windows Control Panel. Please ensure that you are on Classic View and not Category View. If not, you can click on the left hand menu choise Switch to Class View. Next, double click on Network Connections. Right click on Wireless Network Connection and click on Properties. 18
On the Wireless Network Connection Properties page, under the General tab, scroll down and click on Internet Protocol (TCP/IP). On the Internet Protocol (TCP/ IP) Properties page, under the General tab, make sure that the IP address and DNS address field is empty. If not, refer to step 6 else try the internet connection again. 6 Remove the IP address and DNS address by clicking on Obtain an IP address automatically and Obtain DNS server address automatically. Then click OK. Now try the internet connection again. 19
B. I got an error message Authentication failed Open your web browser and enter 192.168.1.254 in the browser address bar. Scroll down the configuration page and click on einternet under the Broadband Connection tab. Click on Configure at the top right hand corner of the page. 20
Insert your username and password, which will appear by default as shown below and then click Connect. Your username will be based on the modem ID and default domain provided by your installer. Additionally, you can also contact us to confirm your username. Example: Username: 12345@home.maxis.com.my Password: 123451 The Connection Information page will appear once you are connected. Open another browser and try to browse. 21
C. I am able to connect but unable to browse Use Ethernet Cable (RJ45) to connect your computer to the Residential WiFi modem. Open your web browser and enter 192.168.1.254 in the browser address bar. Scroll down the configuration page and click on einternet under the Broadband Connection tab. Click on Disconnect. 22
Check the username and password, which will appear by default as shown below and then click Connect. Your username will be based on the modem ID and default domain provided by your installer. Additionally, you can also contact us to confirm your username. Example: Username: 12345@home.maxis.com.my Password: 123451 6 The Connection Information page will appear once you are connected. Try to open another tab or browser and try to browse. 23
I have issues with my WiFi service/connection A. What is my WiFi name (SSID)? Make sure the WiFi on your computer is switched ON or enabled. Use Ethernet Cable (RJ45) to connect your computer to the Residential WiFi modem. Open your web brower and enter 192.168.1.254 in the browser address bar. Scroll down the configuration page until you find the Home Network column. Click on Wireless. 24
Your WiFi name is listed under Network Name (SSID). If you want to view more information on your WiFi network, click on Details at the top right hand corner of the page. B. My WiFi network often disconnects or slows down. What can I do? Open your web browser and enter 192.168.1.254 in the browser address bar. Scroll down the configuration page until you find the Home Network column. Click on Wireless. 25
Click on Configure at the top right hand corner of the page. Scroll down the page and look for Channel Selection. Change the status to Manual. Change the WiFi channel to any other available channel as shown in the below listed selections and click Apply. 6 You can check your internet connection speed by visiting speedtest.maxis.com.my (Refer to page 13 to perform an accurate speed test) 26
Unable to make or receive calls (if applicable) Check if the phone cable (RJ-11) is connected properly from the phone to the Residential WiFi Modem. Check if the Optical Network Unit / Broadband Termination Unit, Residential WiFi Modem, and phone is powered on and all cables are properly connected. The LED for Broadband, Internet & Voice must be lighted up. If the LED is not lighted up, reboot (OFF & ON) the Residential WiFi Modem & Optical Network Terminal/Broadband Termination Unit. This will take a few minutes. If not resolved, continue with the following steps. 27
Login to the Residential WiFi Modem webpage : Use Ethernet Cable (RJ45) to connect your computer to the Residential Gateway. Open your web browser and key in http://192.168.1.254 in the browser address bar. 6 Check that Internet service is Connected 7 Click on the Toolbox > Telephony and check that the telephone number is Registered 28
8 If it is not registered, click on Configure tab and click Edit. 9 Ensure the phone number and password is configured correctly. (Please call Maxis Hotline at 1800 82 4663 to get the password if you don t have it.) 29
10 If problem persist, please call Maxis Hotline at 1800 82 4663 for further troubleshooting. 30
maxis.com.my/fibre 1800 82 4663