Here is a list of commonly asked questions and quick fixes for our broadband products.
More questions will be added with time, so remember to check back for updates.
If you have a question that's not answered here, tell us about it.
Feel free to give us a call at (03) 9890 0030 if you get stuck - our support guys are always ready to help!
The Netbay Cable service
» How long does it take to get connected?
show »Account activation is usually done within the same day. A technician will be dispatched onsite for exceptions, and account activation made within five working days.
» How do I suspend my internet service?
show »In short: tell us! Account suspension for Netbay Cable requires a month's notice in writing (mail, email or fax), and the minimum suspension period is one month, up to a maximum of three months.
The ADSL1/ADSL2+ service
» How long does it take to get connected?
show »Service provisioning takes approximately 7 to 21 working days after submission has been made to Telstra. Our support guys monitor the status of the order on a daily basis, and will inform you soon as the order has been completed. If hardware was ordered together with the broadband application - it will be sent out with a welcome letter 1-2 days after provisioning is complete.
» Can I get my phone service and broadband from Netbay in a single bundle?
show »Unfortunately, we do not provide phone services at this point of time. You would have to sign up with Telstra for a telephone line, and check with us for exchange availability before Netbay ADSL/ADSL2+ services can be provisioned.
» Can I upgrade my existing ADSL1 plan to another plan?
show »Sure thing! You are allowed to upgrade to either another ADSL1 or ADSL2+ plan, please read on.
To ADSL1: The upgrade has to be a higher speed ADSL1 plan e.g. from 512kbps to 1.5mbps. A $75 upgrade fee will apply to this change.
To ADSL2+: The standard setup fees apply: $99 fee for a 6 month contract, and $50 for no contract. Note exchange availability has to be confirmed first.
» How does shaping work?
show »Shaping means the slowdown of your internet download speed. For our ADSL2+ plans, shaping kicks in after you exceed your quota.
Example: John exceeded his download limit of 25GB on the off-peak period (0100 - 0900 AEST).
His download speed would then be reduced to 64kbps for the off-peak time period, until the next billing month starts.
» Is there any catch to the unlimited plans?
show »None at all! Our unlimited broadband plans (ADSL1-512-UN and ADSL1-256-UN) are just that - unlimited downloads at a flat fee every month.
No excess fees, no shaping ever. What you see, is what you get. We hope to offer unlimited deals for the higher speed products in future, so keep an eye out for us!
» What is the difference between a static and dynamic IP?
show »We assign dynamic IP addresses to our customers by default; this means a random IP address is assigned each time you connect.
Having a static IP address means you get the same IP address all the time; this is good if you need to host servers on your connection.
Hardware
» Minimum computer hardware requirements
show »- 256 MB RAM
- 400Mhz CPU
- 150 MB free space in hard drive
- Windows XP operating system (or Mac/Linux equivalent)
» What sort of modem/router should I use?
show »We recommend making a choice based on your budget and usage.
The table below shows the differences between our various Dynalink ADSL/ADSL2+ hardware.
| Feature/Model | RTA1320 | RTA1025W | RTA1046VW |
| Users allowed | 2 (with USB) | 4 or more | 4 or more |
| Ethernet ports | 1 | 4 | 4 |
| Wireless | No | 802.11 b/g | 802.11 b/g |
| VOIP | No | No | Yes |
Have a closer look at our hardware list if you are interested.
What you should know
» Those pretty lights on the modem
show »-
Lights: Broadband modems usually come with a series of LED lights on the outside, which include the following status indicators:
- DSL: This shows the status of your phone line's connection to the exchange.
- A steady light here means the line is ready for your modem to send the login username/password.
- If you get an absent or constantly flashing light, recheck the physical connections to the telephone socket.
- WAN/ADSL/PPP: This shows if you are logged on to our network.
- Steady light = authenticated account, which is required before the internet can be accessed.
- If you do not get a light here, recheck the username and password in the modem settings.
- Network/LAN (e.g. Ethernet or USB): This shows the status of your connection from the modem to the computer.
- If your computer is properly connected, the light should be flashing.
- If you do not get a light here, check the physical connection from the computer to the modem.
- WLAN (wireless): This shows the status of your wireless connection from the computer to the modem.
- If your wireless connection is not working, check if you are connected to the correct network.
- Check the password, and that security (WPA-PSK, WPA2-PSK, WEP), encryption (AES, TKIP) match with modem settings.
- DSL: This shows the status of your phone line's connection to the exchange.
» Wireless internet security
show »Having a wireless network at home offers a great deal of convenience, but it adds the risk of strangers tapping into your internet usage.
To minimise the possibility of intruders hijacking your home internet via the wireless network, we recommend the following settings:
- At the very least, enable WPA2 encryption on your wireless network. For more details, read Ars Technica's The ABCs of securing your wireless network.
- Get a secure random password from the Gibson Research Corporation at https://www.grc.com/passwords.htm, and apply it on your wireless network authentication.
» Keeping an eye on your download limit
show »At Netbay, a notification email is sent upon your exceeding 50% of the download quota, but we think prevention is always better than paying :)
A few tips to keep your downloads (and wallet) under control:
- Log in to your member area regularly - keep an eye on the total download figure.
- Usage tracking software option 1: Bitmeter II
- Usage tracking software option 2: Netlimiter 2 Monitor
Setup guides
» Dynalink hardware - Setup guides
show »» Other hardware - View internet settings
show »- VPI: 8
- VCI: 35
- Service category: UBR without PCR
- Protocol: PPP over Ethernet (PPPoE)
- Encapsolution: LLC/SNAP
- WAN IP address: Obtain an address automatically
- DNS: this should be automatically assigned; use 210.11.133.2 if needed.
- Username: johndoe@dsl.netbay.com.au (if username is johndoe)
- Password: nominated password. Contact us if you have forgotten this.
Troubleshooting
» How changes to phone service affects your broadband
show »Notes: If you have done one or more of the following changes to your telephone line recently, the ADSL codes on the line may have dropped off. This includes:
- change of lessee
- change of location
- change of service number
- adding new services on the same telephone line
- disconnect and/or reconnection of the Telstra phone line
Contact our support guys for help on submitting a reactivation order.
» Internet connection does not work
show »- Check the power LED on the front of the modem, make sure it has power.
- Check that the phone cable is securely connected from the modem to the telephone wall socket.
- If you are using a wireless or USB connection, please switch it to the wired Ethernet connection for troubleshooting purposes.
- Check that the Ethernet cable is securely connected from the modem to PC.
- Restart the computer and retry the connection.
- Power cycle the modem by pulling the power cord out and plugging it back in.
- Disconnect the telephone cable from the modem, plug it to a normal handset and make sure there is a dial tone on the line.
- Check the ADSL or DSL light on your modem is a steady light. The ADSL/DSL light is an indicator of line synchronization, which is needed to make your broadband work. If the ADSL/DSL is a solid green color, it means the connection is synchronized. In this case, refer to Broadband Troubleshooting (have line sync)
- If the ADSL/DSL light is off completely, it means there is no synchronization on the line. Refer to Broadband Troubleshooting (no line sync)
- A flashing ADSL/DSL light means it is trying to synchronize. If the ADSL/DSL light keep flashing on & off but not stay solid green, refer to Broadband Troubleshooting (intermittent line sync)
- Broadband Troubleshooting (have line sync)
show »
A solid green ADSL/DSL light means your modem is synchronized with our equipment in the exchange. If you have line sync but an inactive internet connection, it probably means that you have not been authenticated yet. This could be a modem or line issue.
To troubleshoot:
- Power cycle the modem by pulling the power cord out, and plugging it back in.
- Login to your modem configuration page, check and make sure you entered the correct username and password. If you do not know how this is done, please see the modem manual or contact our support guys for assistance. Note: Make sure your username contains @dsl.netbay.com.au after the username e.g. abc@dsl.netbay.com.au.
- Reset the modem to factory default by pressing the reset button. The reset button usually is a tiny little hole located at the rear panel of the modem. Press and hold the reset button for 10 seconds - use a pin or paper clip to do the job. Note: The reset process require the modem to be powered on, please check and make sure the power is on while you are performing the reset.
- After the reset process is done, you are required to setup the modem again. Please read the modem manual or contact our support guys for assistance if you have not done this before.
- Perform an isolation test.
- If the above steps did not solve the problem, try your modem at another location with a working ADSL/ADSL2+ connection. Change the username and password to the one that is used at the site. If it works there, please contact our support guys for further assistance.
- Broadband Troubleshooting (no line sync)
show »
If there is no sync on the line, this could be due to various reasons:- ADSL codes on the line being dropped
- A faulty telephone line
- A faulty phone plug
- A faulty telephone cable
- A faulty modem
To troubleshoot:
- Change the phone cable connecting the modem to the wall outlet to a length of less than 3 meters. It has been known that a longer cable causes data loss.
- Make sure there is no line filter on the telephone cable to the modem. The filter should be placed on other devices like phones and fax machine.
- Power cycle the modem by pulling out the power cord and plugging it back in.
- Perform an isolation test.
- Reset the modem to factory default by pressing the reset button. The reset button usually is a tiny little hole located at the rear panel of the modem. Press and hold the reset button for 10 seconds - use a pin or paper clip to do the job. Note: The reset process require the modem to be powered on, please check and make sure the power is on while you are performing the reset.
- Try a different phone cable if you do have an extra one.
- If you have got more then one telephone wall socket at the premises, plug the modem on a different wall socket.
- Try a different broadband modem if you have one.
- If you have tried all steps above with no line sync being achieved, it is either a line or modem issue. Test your modem at another location with a working ADSL/ADSL2+ connection. If it works there, please contact our support guys for further assistance.
- Broadband Troubleshooting (intermittent line sync)
show »
If your internet keeps dropping out or if you are experiencing intermittent line sync, it could possibly be caused by interference to the ADSL signal, an incorrect modem setup or a modem issue. Drop outs are more often than not, caused by local interference on the line.
To troubleshoot:
- If you are using a wireless or USB connection, switch it to the wired Ethernet connection for troubleshooting purposes.
- Switch off the modem and switch it back on. Feel the modem - if it feels hot, turn it off and let it cool to prevent overheating.
- Change the phone cable connecting the modem to the wall outlet to a length of less than 3 meters. A longer cable has been known to cause attenuation.
- Make sure there is no line filter on the telephone cable to the modem. The filter should be placed on other devices like phones and fax machine.
- Connect a normal telephone handset to the wall socket, dial a number to get rid of the dial tone and see if you can hear any noise on the line. Background noises could be a cause of dropouts. Call your telephone service provider on assistance for reducing the noise level if necessary.
- Perform an isolation test.
- Reset the modem to factory default by pressing the reset button. The reset button usually is a tiny little hole located at the rear panel of the modem. Press and hold the reset button for 10 seconds - use a pin or paper clip to do the job. Note: The reset process require the modem to be powered on, please check and make sure the power is on while you are performing the reset.
- After the reset process is done, you are required to setup the modem again. Please read the modem manual or contact our support guys for assistance if you have not done this before.
- Try a different phone cable if you do have an extra one.
- If you have got more then one telephone wall socket at the premises, plug the modem on a different wall socket.
- Try a different broadband modem if you have one.
- If possible, connect a different computer to the modem and test the internet connection. Viruses and file sharing programs (e.g. Bittorrent, Limewire or Kazaa) could cause disconnection problems. Make sure you perform a full virus scan and stop all filesharing programs while troubleshooting.
- If you have tried all steps above with no fixes achieved, it is either a line or modem issue. Test your modem at another location with a working ADSL/ADSL2+ connection. If it works there, please contact our support guys for further assistance.
» Speed Issues
show »Speed issues can be split into computer and/or phone line issues. In most cases however, speed issues are either caused by local signal interference and/or local network congestion.
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Computer issues
show »
- Viruses, worms and spyware can slow down the performance of your computer as well as your connection speed. Perform a full virus scan and remove all viruses, worms and spyware.
- File sharing or peer-to-peer (P2P) programs such as Bittorrent, Limewire, Kazaa slow down your connection. Please ensure they are turned off completely and see if there are any speed gains after that.
- Any background downloads will also slow your connection down. Ensure that Windows Update, antivirus updates and/or other real-time updates/downloads are NOT running in the background - check the system tray which is located at the right hand bottom corner of your screen.
- Some antivirus/firewall software will slow your internet speed down. The only way to determine this is to either disable or uninstall them. Note: Netbay is not responsible for installation, configuration or removal of third party software. If you are not sure on how this should be done or the implications on reconfiguring the software, we suggest you see a third-party technician.
- Defective hardware is difficult to isolate, and could be a cause for ADSL connection slow downs or inaccessibility. The Network Interface Card (NIC), which is also known as the network adaptor should be your first check point. Start by uninstalling and reinstall the NIC driver; make sure you are using the latest driver version.
- Swapping the NIC to a different PCI slot on your motherboard would be a way to check if it is the PCI slot that is causing problems, and not the NIC itself.
- The broadband modem could be another factor that slows the connection down. Reasons that cause the modem to work abnormally includes (among other reasons): overheating, incorrect modem setup and a corrupt modem firmware. Start by resetting the modem to factory default & set the modem up again. If there is no improvement, turn off the modem and let it cool down for 30 minutes at least to prevent overheating. Finally, bring your modem to another location which has a working ADSL/ADSL2+ connection to test and monitor the speed. If the connection speed is running fine at the other location but not at your home, this means the modem is in good working order.
- If you are using Windows Vista as your operating system, please disable all IPv6 functions and TCP auto-tuning. Please see a third-party technician if necessary.
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Phone line issues
show »
- Local interference is a common reason for having a slow connection speed. This could be caused by unfiltered phone line devices, a faulty connector/phone plug/cable/line filter. To minimize local interference, please perform an isolation test.
- Change the phone cable connecting the modem to the wall outlet to a length of less than 3 meters. It has been known that a longer cable causes data loss.
- If you are using a PABX system and/or a back-to-base alarm system on the ADSL line, it must be filtered with a central splitter. To install a central splitter, please contact your phone provider or any local technician.
- If there are four or more devices (including the modem) working on the ADSL line, you also need to have a central splitter installed.
- If you have done all of the steps above with no improvement, please perform a speed test and contact our support guys with the speed test result. Note: For fault isolation, please perform the speed test on two different computers and Windows XP is preferred.
» Connected but not able to browse
show »If your ADSL connection authenticated successfully, but the browser is refusing to load up web sites, it could be due to:
- Hardware/software compatibility
- Anti-virus and/or firewall issues
- Modem driver issue
- Incorrection configuration of the internet browser, or
- Network issues
- Restart computer and retry connection.
- If you are using a wireless or USB connection, please switch it to the wired Ethernet connection for troubleshooting purposes.
- Turn off the modem and let it cool down for 30 minutes at least to prevent overheating.
- Reset the modem to factory default by pressing the reset button. The reset button usually is a tiny little hole located at the rear panel of the modem. Press and hold the reset button for 10 seconds - use a pin or paper clip to do the job. Note: The reset process require the modem to be powered on, please check and make sure the power is on while you are performing the reset.
- After the reset process is done, you are required to setup the modem again. Please read the modem manual or contact our support guys for assistance if you have not done this before.
- Disable any firewall and antivirus software, restart the computer and retry the connection.
- If you are using an internal modem, try switching your modem to a different PCI slot on the motherboard.
- Make sure your internet browser is not working in Offline mode. For Internet Explorer, Go to File, and make sure Work Offline is not ticked.
- Modify your Internet Explorer to not show friendly HTTP error messages by going to Control Panel » Internet Options » Advanced tab, then click on Restore Advanced settings and untick show friendly HTTP error messages.
- Reset your browser setting to default by going to Control Panel » Internet Options » Advanced tab, click on Reset.
Note: The reset process may be different if you are not using IE7.0 and above. Please consult a third-party technician if necessary. - Try using a different browser to determine if it is a browser issue. Choices: Mozilla Firefox, Google Chrome, Opera or Safari.
- Flush/reset your DNS cache. Click on Start » All Programs » Accessories » Command Prompt. Type: ipconfig /flushdns
- If the above steps did not solve your problem, please perform a ping test.
- If the ping test is showing network connectivity, please see a third-party technician for further assistance.
- If the ping test not showing connectivity, do a screen capture of ipconfig and traceroute before contacting our support guys with your screen capture.