FAQ

  1. General Issues
  2. ADSL General Settings
  3. Dialup General Settings
  4. Mail Settings
  5. ADSL Troubleshooting Guide
  6. Common ADSL Modems
  7. Dialup Troubleshooting
  8. Setting up a Dialup Connection
  9. WoW Latency Issue Mar-2008

General Issues


Billing Cycle

All billing is done on or about the 1st of each month in advance.  Customers whose accounts became active during the previous month will be billed pro-rata for that time.

Data Usage

Your data usage is based on the anniversary date of your connection with us.  Example, if your service was activated on the 15th of the month, your usage is counted from the 15th to the 15th. The summary usage refreshes every 24 hours, so downloads shown may be behind by 24hrs. We are currently working on a real time usage Firefox Plug in.

Additional Email Addresses

Should you require additional email addresses, please email the details to us at support@australis.net and we will create them and email you back the details.  We need to know what you would like for address and password.

Incorrect Call Out Charges

If a line fault is placed on your behalf and a technician is sent to your premises and is unable to identify a problem up to the boundary point, an incorrect call out fee of $150.00 will be charged for ADSL & a fee of $240.00 for ADSL2+

ADSL  General Settings

Username   : USERNAME@australisit.net
Network  IP Address : Dynamic IP Assigned 
VPI     : 8 
VCI    : 35 
Encapsulation  : PPPoA LLC 
MTU Size   : 1492 
Authentication Type : CHAP or auto

DNS Settings

Manually setting the nameservers is discouraged, however:

DNS Primary 124.254.72.68
DNS Secondary 124.254.72.70

Dialup General Settings

Username   : USERNAME@australisit.net
National Dialup Number : 0198 308 020 

Mail Settings

Some email settings will vary depending on your email address.

If your email address is USERNAME@australis.net then:
Incoming Mail Server : mail.australis.net

If your email address is USERNAME@australisit.net then:
Incoming Mail Server : mail.australisit.net

If your email address is USERNAME@worldoptions.com.au then:
Incoming Mail Server : mail.worldoptions.com.au

If your email address is USERNAME@lis.net.au then:
Incoming Mail Server : mail.lis.net.au

If your email address is USERNAME@ugl.com.au then:
Incoming Mail Server : mail.ugl.com.au 

The following mail settings apply to all customers, regardless of their email address:

Outgoing Mail Server : smtp.australisit.net
Account Name  : Your Full Email Address

ADSL Troubleshooting Guide

Powering your adsl modem off, leaving it off for 10 minutes then powering it back up again will fix most common adsl problems.

ADSL Authentication Issues

There is an ADSL signal but no connection.

If one of the following changes have been done to your service, please contact our Customer Service at 1800 288 871 .

  1. Change of address
  2. Change of service number
  3. Disconnection and/or reconnection of the telephone line

Otherwise, proceed with troubleshooting:

  1. Make sure there is ADSL Sync on the modem (if there is no sync, refer to No Sync troubleshooting guide)
  2. Power the modem off, leave it off for 10 minutes then power it back on again.
  3. Make sure the account is active.
  4. Try to retype both username and password in correct format and try connecting again. Make sure you have the correct password.
  5. Reset the modem back to factory defaults and reconfigure. For a USB modem, uninstall and reinstall the modem driver using the PPPoE settings.  If the issue remains, uninstall and reinstall the driver using the modem in bridge mode settings and create a broadband dialer (for Windows XP only)
  6. Check to make sure line filters have been installed on all devices correctly.
  7. Try to plug the modem to a different wall socket.
  8. If possible, try using a different modem.

If the problem persists, please contact our Helpdesk line at 1300 722 050 for further assistance.

Intermittent Sync/Dropouts

Disconnections can often be caused by interference to the ADSL signal, an incorrect setup of the modem or an application terminating your connection to the internet. In over 95% of cases, drop outs are caused by some local interference on the line.  
 
This could be any of the following:

  1. Fax machine with no filter
  2. A second phone with no filter
  3. A back-to-base alarm system or Foxtel digital.

All of these can cause intermittent drop outs or even stop the ADSL service from working at all. Please check the ADSL light on your modem/router:

If the ADSL light stays solid green, the disconnection may only be due to some corrupted settings on your computer or modem/router. Please reset the modem/router in order to remove possible corrupted or misconfigured settings. To do this, follow the steps below:

  1. Using a paper clip or a pin, press and hold at the pin hole button at the back of your modem for 10-15 seconds while the modem is on.
  2. Once the ADSL light turns solid green, you may configure your settings again. If the modem is connected through USB, uninstall and reinstall the driver.

However, if the ADSL light turns solid green, blinks again or disconnects you from the internet and reconnects on its own after a while, this means that you are getting an intermittent ADSL signal. Please follow the steps below as one of these might solve both issues:

  1. Make sure your modem/router is not using a filter and is directly connected to the wall socket.
  2. If your modem/router shares the connection with a telephone, make sure that you are using a Central Filter to split the connection and not just an ordinary adapter or splitter.
  3. Make sure that all devices using the same phone number for your broadband, except the modem/router, have filters on them even if they are on a different wall socket.
  4. If you have cordless phones, alarm system or eftpos, please make sure that these devices are using a Central Filter and not just an ordinary filter.
  5. Make sure that the cable connecting the modem/router and the wall socket does not exceed 3 meters.
  6. If possible, try a different phone cable (again not more than 3 meters), a different wall socket, or if you have one, a different modem.
  7. Reset the modem by pressing the tiny hole at the back of the modem for 10-15 seconds while the modem is on. Then reconfigure the modem/router settings.
  8. Update modem/router firmware.
  9. Perform an isolation test by unplugging all other devices (telephones, fax machine, Foxtel Digital, PABX, Eftpos, Back-to-Base alarm, etc.) plugged in to the same phone number except the modem/router, even if they are in a different room or wall socket.
  10. If the problem persists, please contact our Helpdesk at 1300 722 050 for further assistance.

No Line Sync

No ADSL connection. ADSL light on the modem is either off or flashing.

  1. Make sure that the phone line is properly connected to the modem and the wall outlet of the service number where the ADSL service is installed
  2. Check the phone line connected to the modem and make sure it has a dial tone. Check the socket where the modem is plugged in and make sure that it is where the ADSL service is installed
  3. Power cycle the modem-  Turn the power off, leave it off for 10 minutes and turn it back on again
  4. Reduce the phone cable connecting the modem to the wall outlet to less than 3 meters. It has been known that cable more than 3 meters can cause data loss.
  5. Make sure there is no filter on the modem line. The filter should be placed on other devices like phones and fax but not on the modem line.
  6. Check the following devices installed on the ADSL service number and make sure that they are all properly filtered
    • Make sure that no wall outlets have unfiltered devices connected
    • Phones- make sure that all phones are properly filtered. Standard phones will use inline filters or micro filters. Cordless phones should use central filters.
    • Fax
    • Eftpos
    • Foxtel Digital
  7. If you are using a PABX system and/or a back to base alarm system on the ADSL line, it must be filtered with a central splitter. To install a central splitter, please contact your phone provider or any local technician.
  8. If there are 4 or more devices (including the modem) working on the ADSL line, you also need to install a central splitter installed. To install a central splitter, please contact your phone provider or any local technician. Please note that a fax machine is counted as 2 devices because of the fax and phone features.
  9. If all physical checks have been done and the problem persists, perform an isolation test. Unplug all devices connected to the ADSL service number, leaving the modem as the only device connected. If the ADSL light stays solid green, the problem may only be due to some unfiltered device or faulty filter.    Once the ADSL light turns solid green, you may reconfigure the modem.

If the problem persists, contact our Helpdesk line at 1300 722 050 for further assistance.

Speed Issues

Please refer to the following steps for troubleshooting:

  1. Make sure that the account has not been shaped due to having exceeded your monthly download limit.  You can check your usage at http://www.australis.net/usage.php.  Please be aware that your usage is based on the anniversary date of your connection, not the billing date.
  2. Power cycle the modem- Turn off the power and turn it back on again.
  3. A lot of speed issues are a result of a virus, antivirus software or a firewall. Initial check should be to look for excessive dataflow on the connection by double clicking on the connection icon in the Task Bar. Make sure there are no downloads or uploads being done at this time.
  4. Disable any firewalls as they may block ports, programs or networks.
  5. Power cycle the modem- turn the power off and turn it back on again
  6. Update your antivirus definitions and do a full scan of the PC
  7. If you are still experiencing browsing or downloading issues, refer to this link http://speedtest.ispone.com.au.  Follow the instructions on this site to perform a download speed test.

If the speed is not within the normal range proceed with the next steps:

  1. Power cycle the modem- Turn off the power leave it off for 10 minutes and turn it back on again
  2. Reduce the phone cable connecting the modem to the wall outlet to less than 3 meters. It has been known that cable more than 3 meters can cause data loss.
  3. Make sure that you have not placed a filter on the modem line. The filter should be placed on other devices such as phones and fax but not on the modem line.
  4. Check for other devices installed on the ADSL service number and make sure that they are all properly filtered. Devices to be checked are:
    • Make sure that no wall outlets have unfiltered devices connected
    • Phones- make sure that all phones are properly filtered. Standard phones will use inline filters or micro filters. Cordless phones should use central filters
    • Fax Machines
    • Eftpos
    • Foxtel Digital
  5. If you are using a PABX system and/or a back to base alarm system on the ADSL line, it must be filtered with a central splitter. To install a central splitter, please contact your phone provider or any local technician.
  6. If there are 4 or more devices (including the modem) working on the ADSL line, you also need to install a central splitter installed.

To install a central splitter, please contact your phone provider or any local technician. Please note that a fax machine is counted as 2 devices because of the fax and phone features.

If the problem persists, please contact our Helpdesk line at 1300 722 050 for further assistance. Make sure to note the speed test results as this will help resolve the issue.

Common ADSL Modems

Most adsl modem configuration can be done by accessing the modem using an IP address from a program such as Internet Explorer.  The most common IP addresses are listed below:

Netcomm: http://192.168.1.1   Support site http://www.netcomm.com.au/

Netgear: http://192.168.0.1   Support site http://www.netgear.com/

Dlink:  http://10.1.1.1   Support site http://www.dlink.com.au/

Billion: http://192.168.1.254   Support site http://www.billion.com.au/

Each modem will require a username and password to access it.  These may vary, but generally the username is admin and the password is either admin or password depending on the modem model.

Please refer to your modem manufacturer's support site should you need further info.

Dialup Troubleshooting

General hints to fix dialup connection issues.

Connection Dropouts

This guide is designed to assist if you are experiencing “dropouts”.

  1. Eliminate ALL double adapters from the phone line, and plug your modem directly into the PRIMARY Telstra socket.  This will eliminate any additional communication devises that cause interference.  Some Telstra touchphone models have design features that are a major contributing factor to dropouts.
  2. Keep your mobile phone well away from your modem.  The signal will cause interference.
  3. Close all programs you are not using or have running in the background. Every program that is running uses resources on your computer and internet connections often freeze or dropout because of the other programs.
  4. Some computers are affected by virus scanners.  Disable your scanner and test to see if the dropouts continue to occur.
  5. Disable Telstra Call Waiting service on the phone line you are using for the internet.  The signals put out by this service will terminate the connection.
    1. To disable call waiting, lift the handset and dial: #43#
    2. To enable call waiting, lift the handset and dial: *43#
  6. Static on your phone line will cause dropouts.  Lift your phone and dial 1 and listen.  If you hear crackling, echoing, buzzing or voices, there may be a fault on your line.  Call your phone provider and have them check you line.
  7. Check that your email program has not been set to disconnect after sending & receiving mail.

Typical Modem Error Messages

Error 630: The computer is not receiving a response from the modem

This error can occur for several reasons:

  1. The modem is switched off or the power cable is not connected (external Modems only)
  2. The modem is not correctly plugged into your computers serial port (external Modems only)
  3. The modem is not properly configured or its software is not correctly installed
  4. The modem is conflicting with another hardware device that is attempting to use the same system resources
  5. There is a problem with your computers serial port (external Modems only)

Error 676: The line is busy. Try again later.

This error can occur for several reasons:

  1. There are no available modems to handle your call.  Try again in a few minutes
  2. You are dialing the wrong number.  It should be 0198 308 020.

It is also possible that your modem will display this error message when the error is in fact caused by something else.  Shut the computer down, restart it and try again.

Error 680: There is no dial tone

This error can occur for several reasons:

  1. The modem is not correctly connected to a telephone line
  2. The telephone line is already in use

Make sure the modems telephone line cable is plugged securely into the jack at the rear of the modem (you should be able to lightly pull on the cable and it won’t unplug).

Check that the other end of the modems telephone line cable is securely plugged into the telephone jack.  Again, you should be able to tug it lightly and not have it dislodge.

Check that any other devices sharing the telephone line are not in use or that their handsets are off the hook.

Error 720: Dialup Networking could not negotiate a compatible set of network protocols.

This is a very common error message which generally occurs as the result of a corruption of your PC’s Dialup Network settings.  The most common cause of corruption is where the PC is turned off, or not shut down properly while the modem is still connected to the internet.

The problem is generally resolved by restarting your PC.  If this does not resolve the problem, you may need to configure your dialup settings again.

Setting up a Dialup Connection Using Internet Connection Wizard

You will need to have the following information at hand:

Dialup Username  : USERNAME@australisit.net
Dialup Password  : Assigned to you when you created your account
National Dialup Number : 0198 308 020

Windows 98

Go to the Control Panel, then Internet Options and Connections.  Click on Setup to start the Internet Connection Wizard. 

Follow the prompts, making sure to select the option to Setup My Connection Manually.

Windows XP

Go to Start -> Programs -> Accessories -> Communications -> New Connection Wizard.

Follow the prompts, making sure to select the option to Setup My Connection Manually

Windows Vista

Go to Windows Icon in bottom Left Corner of Screen, then to Control Panel.  If the Control Panel is set to Vista view, select Network and Internet then Internet Options.  Go to Connections then click on Setup and follow the prompts.

If the control panel is set to classic view, go to Internet Options, Connections and click Setup and follow the prompts. 

WoW Latency Issue Mar-2008

As published in last weeks network notification, we have been investigating reports of high latency with online games World of Warcraft, Guild wars and VoIP protocol Ventrilo. After some additional bandwidth increases, and change in traffic prioritisation we have had positive feedback with regards to Guild wars and Ventrilo.

However an overwhelming number of users are still complaining of "latency spikes" with WoW (World of Warcraft). After exhausting all possible avenues within our own network, we begun to look to other local ISP networks also suffering the same symptoms. And there are many references of the same problem to go by. Starting after the game developer, Blizzard, released an update patch in October/November 2007, there was an influx of user complaints to ISPs nationally. From all public references there appears to have been a change made to the games netcode in this October/November patch, which has had a negative impact on trans-continental players.

In short the root cause of the repeated "latency spike" issue is with the games protocol, and not with international routing, or ISP networks. The problem has been reported on almost all Australian ISP's.

We include the following external references:

Internode customers begun complaining in droves October:

http://forums.whirlpool.net.au/forum-replies.cfm?t=841656

Internode took upon an extensive investigation in December, and have been liaising with Blizzard since:

http://forums.whirlpool.net.au/forum-replies.cfm?t=872425#r14

TPG users begun complaining in droves mid January:

http://www.tpg.com.au/forum/viewtopic.php?t=4835

Various other reports from Australian users reporting the same:

http://www.google.com.au/search?hl=en&q=wow+latency+site%3Awhirlpool.net.au&btnG=Search&meta

We have found no official response from the games developer. But there has been some positive reports from gamers modifying their registries, to circumvent some of the netcode changes the patch made:

http://forums.worldofwarcraft.com/thread.html?topicId=4665621068&sid=1

In November a proxy/tunneling service began publicly offering accounts. We have had positive reports from users trialling this service, with average response times of ~250ms.

http://lowerping.com

Whilst every effort is put forward to supply premium Internet services, it is the inherent nature of the Internet that we can only control what is inside our Network.

Issues as stated above are beyond the control of Locall Australis and ispONE along with other providers in Australia.