Troubleshooting your connection
Helpdesk Disclaimer: Please read.
This document is designed for connections that were working and have now ceased to work or are experiencing line problems. It is not designed for new users. New users please go here to resolve your issues.
Please do not ring the helpdesk with your line issues until you have read this document thoroughly and investigated all the possibilities listed below:
- No line sync: ADSL light is flashing
- No Ethernet light on the modem
- Cannot connect : Authentication failure
- Connection is slow
- Downloads are slow
- Cannot surf some websites
Your modem must have line sync for your ADSL broadband service to function. This means that the ADSL light on your modem must be on solid green. If you have two ADSL lights it means that one must be solid green and the other can be flashing which indicates activity. If you do not have at least one ADSL light on solid you do not have line sync. Please check out the links below in order to resolve this issue.
Foxtel Digital set top boxes must have a filter installed or you will experience line dropouts and slow speed.
If you have read through this document and still do not have line sync, you will need to contact our Support Department.
Unless you have a USB modem, you will need an Ethernet Network Interface Card (NIC) installed in your computer. Most people will have this. If you do not have one, you can purchase one at most computer stores. The NIC should come with the instructions for installation. Please note that aaNet does not support a USB connection to any brand ADSL Modem including Billion.
You must make sure you are using a “straight through” cable to your modem, not a crossover cable. They both look the same from the outside but the wiring is different. A straight through cable is normally supplied with your modem. If the Ethernet light on you modem is not on check that you computer and modem is switched on. If your Ethernet light is still not on, you either have a faulty cable, a faulty network card in the computer or the network card is installed incorrectly. If you are unsure how to fix this problem please consult your computer technician.
Make sure your username is entered correctly in your modem. This is very important. If your username is incorrect, Telstra will not route your traffic to our router. When this happens you will not be authenticated by the router and you will receive and authentication error.
Make sure your password is entered in your modem correctly or the aaNet router will reject you and you will receive an authentication error.
If all the above fails. then please set your router to back to factory defaults. You will know if you have set your router to factory defaults because it will have a blank username and password fields. If the username and password are not blank then you have not reset your modem correctly. When you have reset your modem to defaults correctly, please enter your aaNet username and password again. If you do not have this information please refer to the aaNet welcome pack. Save the configuration and reboot the modem.
If none of the above work please log a support ticket here.
First check your filters and make sure that, if you have foxtel digital or an analogue modem plugged in that these are also filtered.
Next check your PC for "worms" they will slow your PC to a crawl and so can some other types of viruses. They can also eat up your bandwidth and cause you to use excess. This is a very large subject but you need to check the processes running in your task manager. If you see something here that is suspicious then paste the name of the process into goggle and try to find out if it is worm or virus related. Once you have verified that your system is clean and if it is still slow proceed to the following solutions.
Please check your DNS settings are correct and reboot your PC to clear your DNS cache. Your PC DNS should point to your modem.
Your modem DNS should reflect the DNS settings in the welcome pack which are 18.104.22.168 QLD and NSW and 22.214.171.124 for VIC and NSW. If you are unsure how to do this please visit our user forums and someone will help you.
Check that you do not have conflicting IP addresses on your local network. If you have two addresses on your local network that are the same your connection will be slow or unusable.
If you have done all this or you know that the above does not apply to you then please follow the steps below
Do a trace to some known site like telstra.com. You can do this by clicking on the start bar in the left hand corner.
Click on run and type cmd in the dialogue box and press enter. Then type tracert telstra.com as shown below and press enter
This will show you if there is a delay and where the delay is. If the first hop is much larger than 10ms you have a problem in your network that needs to be resolved. This is the hop from your PC to your router. If the next 2 hops is much larger than 35ms then it means that the delay is in the aaNet network and you need to let us know and we will fix it, please send us a copy of your trace. If the delay is located further upstream we will log it with our upstream provider.
Some sites that you download from will be slow depending on where you download from. On a peer to peer network if you have a 1500/256 k connection and you are sharing files with another user on the same type of connection, then the maximum download you can expect to get is 256k or around 25KBs. If the other user is also sharing with more people than yourself then you can only expect to get a portion of this depending on how many users they are sharing with. Slow speeds can be and most times are site specific and every site will have a maximum download speed. Please do not be too ready to blame your network connection for this.
If you have windows XP you might find your downloads are slow depending on which service pack you have. Please go to the Microsoft website to find out about issues and settings for windows XP.
There is also more information available here.
Websites are often unstable and if you can surf to other sites then it is unlikely to be a network problem. If you cannot surf a website the best thing you can do is visit the forums and see if other users can get there. In all probability the site is down or you do not have permission to access it. If others can get there and you cannot you might like to check your firewall and see if any addresses are blocked.