Select a category from above which relates to your question. Click on
the question and the answer will appear. |
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Account
Details |
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Setup
and Connection Questions |
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Modem
& Network Problems |
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Browsing
the Web |
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E-mail
& News |
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Account Details
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How
do I set up an account? |
You need:
- A Computer
- A Modem
- Connection Software
Almost any computer can be connected to the Internet. Most computers
come with the software you require. To register an account Click
Here.
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What
is my Customer ID? |
Your Customer ID is a number you will have received on your Speed
Internet invoice or receipt. This number identifies you and is a useful number to keep as
you will need it when you contact our Accounts Department.
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What
is my Username? |
Your Username is a word up to 8 characters in length and is
always all lower case. You use this name to dial-in to the Internet
and will also require it when using email. When you open a new account
you will be asked for a username. When you receive your invoice to confirm that your
account has been setup it will list your username.
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Can
I change my username? |
No, you cannot change your username. If you decide that you dislike
your username you are able to create up to two email Alias'. Click
Here to create an E-mail Alias.
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What
is my Password? |
You are required to select a Password when setting up a Speed Internet
account. This provides you with a way to keep your account secure.
Your password should be 6-10 characters in length and should contain a
combination of numbers and letters. Your Password does not appear on
your invoice for security reasons, therefore, if you have forgotten
your Password you will need to contact our Accounts Department on 02
9570 9900. When calling Accounts you will need your full name, address
and phone number. You will also need your Customer
ID.
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Can
I change my Password? |
Yes, you can change your password. In fact it is a good idea to change
your password frequently for security reasons. You can change your
Password on the "Check Your Usage" section of the Home Page or
else Click
Here.
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How
many hours do I have left? |
We have a Check Account Usage option in our "Check Your Usage"
section of the Home Page. This allows you to check the hours you have
used and a history of your logins. Click
Here to check your usage.
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Setup & Connection Questions
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How
do I setup my Computer for my Speed Internet account? |
We Have a detailed setup instructions for most Operating Systems. To go
to our computer setup page Click
Here
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What
if I have another ISP connection set up? |
Most dialling software allows you to have profiles for more than one
provider on your computer. To find out how to setup a profile for
Speed Internet on your computer Click
Here
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What
are the DNS numbers for Speed Internet? |
The DNS numbers are as follows:
Primary DNS: |
0.0.0.0 |
Secondary DNS: |
0.0.0.0 |
To see the complete list of Speed Internet server settings Click
Here
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Modem & Network Problems
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Why
do I keep getting a busy signal when I dial in? |
The most likely reason you will get a busy signal will be because the
line is busy. Try the dialling again after a few minutes and you
should connect.
Another reason you may get a busy signal is because you're ringing an
incorrect number. To check the Speed Internet Access Number you are using is
correct Click
Here. Also check that there are no extra numbers inserted at
the beginning of the number.
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Why
does the number I call ring out? |
If you are having a problem with this and you are certain you are
dialling the correct number try inserting the Area Code in your
settings as this can provide you with a more reliable connection.
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How
do I stop the pre-dial terminal window from coming up? |
To remove a pre-dial terminal (in Windows 95/98):
Double Click My Computer
Double Click Dial-Up Networking
Right Click the Speed Internet Icon and Left Click on Properties
Click on the Configure Button (it could also be a tab)
Click on the Options Tab
Remove the tick in the box that says Bring up a terminal window
before dialling
Click OK and Close the Dial-Up Networking Window.
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Why
do I get a "no dial tone" error when I try to connect? |
Check that the modem is plugged in and connected properly. Try
plugging a handset into the same line and ensure that you can get a
dial tone. If you can get a dial tone and everything is connected
properly, it may be that your modem can't detect the dial tone even
though it is connected properly to the phone line. To force the modem
to dial without waiting to hear the dial tone you need to enter an X3
initialisation string. To find out more about Initialisation Strings Click
Here.
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Why
do I get a "no carrier" error when I try to connect? |
A no carrier message indicates that the modem is not connected to the
phone line correctly. If you get this error message check your
connections to make sure nothing is loose.
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Why
can I hear my modem making noises (handshaking) but it doesn't connect? |
The reason for an incomplete handshake is some kind of communication
problem between the two modems. This can occur for a number of reasons
some of which are as follows:
One of the most common reasons for an incomplete handshake is that the
drivers or firmware for the modem need updating. You can get the
current drivers and firmware for your modem by contacting the Modem
Manufacturer. To contact your Modem Manufacturer
Click Here.
If you suspect that your Modem Driver may be the problem, you can try
using a standard driver. To install a different driver on Windows
NT/98/95:
- Open the Control Panel. (Click on the Start button
then Settings then select Control Panel)
- Double click on Modems.
- Click on Add
- Place a tick in the box Don't detect my modem; I'll select
it from a list
- Select a Standard Modems. Click Next
- Select the appropriate Communications Port for your modem.
- Click on Next then click Finish.
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Why
am I getting an authentication error? |
An authentication error occurs because the Username or Password you
have entered do not match with those recorded on our server. Since
they do not match the Server rejects access resulting in an
authentication error.
The most common reason for this is incorrect entry of user details.
The server is case sensitive so it is very important that you enter
your details in lower case. Make sure that you enter your username and
not your email address for the Username.
For more information on your Username Click
Here
For more information on your Password Click
Here
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Why
can I connect but am not able to go any further? |
There are a few things you need to check which are as follows:
- Check that you have the correct DNS numbers. To find out how to
change these Click
Here and select your Operating System. To see the DNS
numbers Click Here.
- Check that TCP/IP is installed.
- If you are unable to open web pages you may have proxies
enabled. Disable proxies and see if this fixes the problem.
- If you are still having problems with browsing AND with email it
may be that you need to re-install Dial-Up Networking (this
applies to Windows 95/98). For information on how to do this Click
Here
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Why
does my connection keep dropping out? |
If there are devices that draw current (eg phone/fax/answering
machine) on the same phone line you should unplug them. If you have
call waiting on your telephone you need to turn it off.
#43# turns call waiting off
*43# turns call waiting on
Try getting the latest drivers and firmware for your Modem. To get the
details of your Modem Manufacturer Click
Here.
Sometimes an initialisation string is necessary. Commands that may be
useful are: %E2, \N3, %C0 and S91=13. If you need more information
about Initialisation Strings Click
Here.
Line quality can also cause problems.
More Dropout tips can be found here.
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What
is an initialisation string? |
An initialisation string is a set of commands sent to your modem to
configure it so that it operates in a particular way. An
initialisation string can in some instances help you overcome
connection difficulties.
More information on modems and initialisation strings can be found at:
Mr
Modem
ModemHelp.Org
To enter an initialisation string for Windows NT, 98 & 95:
Double Click on My Computer
Double Click on Control Panel
Double Click on Modems
Click on Properties
Click on the Connection Tab
Click on the Advanced Tab
In the extra settings box type X3.
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