December 2007

My Internet is BrokenTechnical Troubleshooting 101

2iiNet Open Day December 2007

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

3iiNet Open Day December 2007

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%)

4iiNet Open Day December 2007

Troubleshooting Basics - General Tips• “my internet doesn’t work”

• not very helpful - what doesn’t work???

• What works? What doesn’t work?

• When did it stop working?

• Has anything changed?

5iiNet Open Day December 2007

Troubleshooting Basics - Broadband

• Check the lights!

• Lights give 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 20 seconds, switch back on again

• Check the lights again!

• Has anything changed?

• Reboot computer

6iiNet Open Day December 2007

Troubleshooting Basics - Broadband

ADVANCED TIP - Isolation Test

• Unplug ALL phone devices off phone line

• Unplug all filters

• Connect using a short phone cable (<5m)

7iiNet Open Day December 2007

Troubleshooting Basics - Dialup

• Dial again

• Error message is important - write it down

• Check the cables

• Restart Computer

• Dial again

8iiNet Open Day December 2007

Troubleshooting Basics - VoIP

• Most VoIP issues are Broadband issues

• Fixing the broadband problem normally solves the VoIP problem

• Power cycle modem

• Switch off modem, wait 2 minutes, switch on again

• Try calling other numbers

• Check phone cabling

9iiNet Open Day December 2007

Troubleshooting Basics - Web Browsers

10iiNet Open Day December 2007

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

• Alternative Browsers

• Firefox (http://getfirefox.com)

• Opera (http://opera.com/)

11iiNet Open Day December 2007

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)

12iiNet Open Day December 2007

Online Resources

• For more information:

iiNet Support Pages - http://iinet.net.au/supp

ort/

Google - http://google.com.a

u/

Microsoft Support Knowledgebase -

http://support.microsoft.com/

Apple Support - http://apple.com.au/suppor

t

13iiNet Open Day December 2007

Questions?

• Any questions?

14iiNet Open Day December 2007