Internet & Email
Top ADSL Troubleshooting Tips
Some issues with your internet can be relatively easy to fix.
Take a look at our quick troubleshooting guide for some of the most common problems and solutions.
Top Tip: Before you try anything else, try turning your modem and your PC/device on and off to reboot them.
Your account may have been shaped/slowed if you've gone over your usage allowance for the month. You can check this:
TIP: Be aware of who is using your broadband and what for. For example, if someone is streaming video or gaming online, it can slow your internet down and use up data. Or, if your Wi-Fi doesn't have a secure password, other users in the area could log into it.
Your modem can sometimes benefit from being rebooted so we recommend you do this as part of your troubleshooting - all you need to do is:
- Switch the modem off, wait two minutes and turn it back on. While you're waiting, it's also a good idea to restart your pc/mobile device.
Boosting your connection with our Network Extender
We also recommend you consider a network extender if Ethernet is not a viable long-term solution, or alternatively we can organise for a T-Plus technician to come out, as Wi-Fi in many cases can create bottlenecks and coverage blackspots within your home. Please Call us on 13 76 63 to arrange.
TIP: If connected via Wi-Fi, you can check your speed at www.speedtest.net then compare your results achieved by directly connecting via Ethernet to the modem and repeating the check.
To maximise your download speeds, we generally recommend that you should use an Ethernet connection between your computer and your ADSL modem; Wi-Fi and USB connections are usually slower and may not be able to achieve the maximum speed available from your ADSL connection.
If there are physical barriers or if it is too close to a strong electrical or radio source, it can slow Wi-Fi speeds.
Double check your modem isn't:
- 'Out of the way', ie tucked away in a cupboard, hidden behind a bar, or out in a garage
- Near a source of large electrical interference such as a microwave, tangled wires or a cordless phone that may be impacting your service
Try moving it away from the source to see if the issue disappears.
We also recommend you try a new ADSL line profile - even a flickering street light or water after heavy rain entering a cable join can cause problems. Log in to your BigPond My Account and apply a noise profile.
For more information go to CrowdSupport - Change your ADSL line profile
If none of these reasons seem to be problem, here are some other possible causes and solutions:
- Update your security and antivirus software as malware and viruses can generate large traffic on your connection
- Don't use a telephone cable that's longer than two meters; the longer the cable, the more it will degrade the signal of your ADSL service.
If problems persist, isolate your line. Watch this video to learn how.
You may need to reset your ADSL connection password. Here's how:
Step 1 of 4: Log in to your modem configuration page by entering '10.0.0.138' into your internet browser address bar. Older modems may need a different address and login details
Step 2: Once logged into your modem, 'disconnect' your ADSL connection
Step 3: Check that your ADSL username and password are correct - if not you can reset your password
Step 4: Retest your connection by opening a new browser window and trying to access a few websites.
TIP: Visit http://servicestatus.telstra.com on your mobile over 3G/LTE to ensure there is no planned or unplanned outage.
If the problem isn't restricted to one computer or device, check there's no planned or unplanned outage.
If that isn't the case, then:
- Ensure you have a link established either via Wi-Fi or Ethernet. Directly connect your computer with an Ethernet cable to the modem (cat5e/cat6 blue or yellow cable) to test it
- Check the Modem/Device Configuration – Go to 10.0.0.138 in case you need to reset your username and password - see The ADSL is in sync, but the internet light isn't on
- If the problem persists, isolate your line - watch this video to learn how.
- Make sure your device doesn't have the wrong settings ie: it may have specific corporate settings active (manual proxy settings) that mean it can't connect.
TIP: Make sure cables and filters are up to date, approved by Telstra and all have a solid connection between modem, power and computer.
If you've made sure there are no outages and that your username and password are correct, then try these other steps:
- Check your email settings are correct for programs such as Outlook. If you don't know how to here are some step-by-step instructions
- Sometimes anti-virus or firewalls can interfere with email. Try disabling them temporarily. If it solves your problem, contact your security software provider / their website for help
- If you're trying to send an email from a computer that isn't connected through BigPond (ie: you're on a work network), you must activate SMTP authentication
TIP: Try accessing your email via WebMail. If you can receive or send email from there, then there may be a fault with your email application.
To help diagnose and fix common ADSL connection and email problems we've also launched our My Online Toolkit.
My Online Toolkit is designed to detect and troubleshoot common Internet connection issues without you having to seek assistance.
And if you have a particular issue it can't resolve, the fact you've got it installed will mean our support teams can resolve your question more quickly.
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