My Internet is Broken Technical Troubleshooting 101

1. My Internet is BrokenTechnical Troubleshooting 101 with Peter Hollands

2. Education and Community Outreach • Today's session: Housekeeping • Community Sponsorship and initiatives • Resources/Time vs. Money • MISB Initiative

3. Welcome • What we cover today: • Why do our customers call? • Basic Troubleshooting Tips - what to do before you call iiNet Support • Broadband • Dialup • Email • Web Browsing • Online Resources

4. Why do our customers call? • Broadband - Customer facing issues (45%) • Broadband - Network/Line issues (12%) • Phone faults/Line issues (11%) • Email issues (9%) • Dialup issues (6%) • VoIP issues (3%)

5. Troubleshooting Basics – General Tips • “My internet doesn’t work” • Although this is true it is ambiguous and not of assistance. • What is still working? • What has stopped working? • When did it stop working? • Has anything changed recently?

6. Troubleshooting Basics – Broadband • Check the lights! • Lights show us important information about the status of the connection • Check the cables • They can easily be unplugged or slip out of their sockets • Power cycle • Switch modem off, wait 90 seconds, switch back on again • Check the lights again! • Has anything changed? • Reboot computer

7. Troubleshooting Basics – Checking the lights! Power LED - When you apply power to the modem or restart it, a short period of time elapses while the modem boots up. When the modem hascompletely booted up, the power LED becomes a solid light, indicating the modem is ready for use. LAN status LED 1-4 - When a computer is properly connected to the LAN port on the rear of the modem, the associated LED will light. WLAN status LED - The WLAN status LED shows you when router's wireless is enabled. ADSL SYNC LED - The ADSL LED flashes light during negotiation with your ISP. It stays lit when the modem is connected properly to your ADSL service. Internet LED - The Internet LED shows you when the modem is connected to the Internet. When the LED is OFF, the modem is not connected to theInternet. When the LED is solid, the modem is connected to the Internet. When the LED is blinking, the modem is transmitting orreceiving data from the Internet. VoIP status LED - When your ADSL connection is being used to make VoIP calls from one of the handsets connected this light will be on to assist you inknowing what kind of traffic your network is working under. 7. Phone status LED 1-2 - Whenever you make a phone call on one of the handsets attached to the VoIP router the lights will inform you of the current status of that phone call. 8. Tomizone - This light will illuminate when Tomizone is enabled and activated. 9. USB - When a USB mass storage device is connected to the USB Port, this light will illuminate to inform you the attached storage device is ready for use.

8. Troubleshooting Basics – Check the cables! • ADSL line - Connect your ADSL line to this port. • 2. LAN ports - Connect your computers via ethernet to this port.3. USB - USB port for attaching USB mass storage devices.4. Power plug - Connect the included 12V DC power supply to this socket. Using the wrong type of power adaptor may cause damage to your modem.5. Reset button - The "Reset" button is used in rare cases when the modem may function improperly. Resetting the modem will restore the modem's normal operation while maintaining the settings. You can also restore the factory default settings by using the reset button. 6. PSTN failover port – This is for connecting to your home phone line to provide normal phone call backup for when VoIP is unavailable or not required.7. Phone ports (1&2) - Phone ports connect to standard telephones or fax machines.

9. Troubleshooting Basics – Isolation Test • Unplug ALL telephony devices from phone sockets • Phones • Facsimiles’ • Back to base alarm systems • Paid TV services (Foxtel, Austar) • Unplug all ADSL filters & splitters • Connect using a short phone cable (<2m)

10. Troubleshooting Basics – Dialup • Attempt to dial again • Error message are important - write it down • Check the cables • Restart Computer • Attempt to dial again

11. Troubleshooting Basics – VoIP • Most VoIP issues are Broadband issues • Fixing the broadband problem usually solves the VoIP problem • Power cycle modem • Switch off modem, wait 90 seconds, switch on again • Try calling other numbers • Check phone cabling

12. Troubleshooting Basics – Web Browsers

13. Troubleshooting Basics – Web Browsers • Can you get to any other sites? • The site you are trying might be having problems • Reset browser settings/try browser safe mode (Internet Explorer 7) • Clear browser cache & cookies • Alternative browsers • Firefox (http://getfirefox.com) • Opera (http://opera.com/)

18. Troubleshooting Basics – Email • Error message is important - Write it down! • Firewall/Antivirus issues • Try disabling them temporarily • Double check the email address - if sending for the first time • Check size of attachments • No more than 7500kB (7.5MB) • Webmail is a useful alternative (https://webmail.iinet.net.au) • Other Alternatives • Microsoft Outlook (part of Microsoft Office - http://microsoft.com/office/) • Thunderbird (http://mozilla.com/thunderbird)

19. Setup Email Account • Username: iitest@iinet.net.au • Password: vdeldq6mi

31. Online Resources iiNet Support Pages - http://iinet.net.au/support/ Google - http://google.com.au/ Microsoft Support Knowledgebase - http://support.microsoft.com/ Apple Support - http://apple.com.au/support • For more information:

32. iiNet learning tools • Geek Speak • Open Day 2008 – materials available online • iiHelp (from iiNet Support webpage) • iiNews – Support & Services • Workshops in 2009

33. Contact Us • Sales – 13 19 17 • Billing & Support – 13 22 58 • Business Support – 13 24 49

34. Questions Any questions about this session?