Troubleshooting Tips

Our handy tips and easy to follow guides provide a wealth of information to help you stay connected!

If you can’t find a solution below, please contact our support team on 1300 880 809 or lodge a support request online here.

Internet

My internet connection is slow or drops out

If your Clublinks internet connection is slow or drops out, try these troubleshooting steps. Hopefully this guide will help to improve your web experience.

Step 1 – Restart your router

Remove the power cable from the back of your router for 30 seconds, then plug it back in. Wait approximately 2 minutes then test your internet again.

Step 2 – Restart your computer/device

Try restarting your computer or the device which is having problems accessing the internet.

Step 3 – Clear your cache

Close all of your internet browser windows, including this one. Then re-open a single browser window and clear its cache.
A browser cache is a group of files, images, objects that are stored locally on your computer to speed up browsing. Sometimes having a large cache can affect the performance of the browser software itself. Different browsers and browser versions will have specific steps, to clear their cache, we recommend using your browser’s help menu for assistance with cache clearing however some of the most popular browsers are listed below

Internet Explorer

Firefox

Chrome

Safari

After you’ve cleared your cache – Close your browser, reopen it and test again.

Step 4 – Connect via an Ethernet cable

Wi-Fi networks may have interference from various devices in your home. This interference can slow your wireless connection speeds or in some cases make it completely unusable. Try plugging your computer directly into your routers LAN port on the back using an Ethernet cable.

Step 5 – Check your security/anti-virus programs

If you have a security or anti-virus program with an in-built firewall enabled:

1. Please disable the program/firewall for testing purposes and wait 30 seconds.

2. Check your browsing speed.

If this has fixed your speed issues your firewall/security program is slowing down your connection speed. Please refer to the software guides or contact the software manufacturer for assistance with re configuring your firewall/security suite to optimise connection speed.

Important: Remember to reactivate your anti-virus and/or firewall software. It’s not recommended that you leave your firewall disabled, as this may present a security risk.

Step 6 – Check PC Storage/Speed

If your hard drive is approaching its capacity or you have many programs running it could be affecting your computers browsing performance. Try restarting your PC to end all unnecessary programs running or free up disk space if you’re close to capacity.

Step 7 – Give us a call

Thanks for doing this troubleshooting with us, in most cases this should resolve a majority of internet related issues. If this hasn’t fixed your issue it may be something more complex and is best to speak with one of our support team.

Give us a call on 1300 880 809 (option 3) so we can investigate and troubleshoot the issue for you further.

What is fibre to the home?

Fibre to the home, unlike traditional internet connections, brings high-speed fibre optic connections directly into your home. This delivers a single connection for your internet, telephone and other home services, and can deliver speeds up to 100Mbps. This is not only internet at warp speed, it’s well in excess of the internet speed average across Australia and far superior to NBN speeds.

Do I need to have a phone line to access the internet?

You’d be surprised to know that you don’t need to have, or pay for phone line rental with any of our internet plans. Our fibre connections carry all services, including internet and phone, you choose and only pay for what you need.

My Wi-Fi speed is slow

Slow Wi-Fi speeds waste time, turns streamed videos into bad slideshows, and puts your device in real danger of being lobbed out the window. Here are some steps you can take to identify, fix or improve your Wi-Fi speed.

1. Switch to a different browser
Some people use Internet Explorer, which, while a decent browser, does use a lot of resources. Moreover, as web pages become more advanced, the number of processes needed to load them grows, meaning you’re usually better off with a more advanced browser.

  • Mozilla Firefox – has the ability to block elements such as JavaScript, advertisements, Flash, and other things until you enable them.
  • Google Chrome – the most popular browser, and uses very little memory which is good for sites that have a lot of JavaScript and Flash. 

2. Remove unwanted add-ons, extensions, and plugins
Though many plugins, toolbars and add-ons can make your surfing experience more efficient, others can slow down your browsing speed considerably. Try disabling these unnecessary plug-ins and add-ons to gain better browsing and downloading speed.

· To turn off add-ons on Firefox, Go to Tools > Add-ons and disable both unwanted add-ons and plugins. Restart Firefox to put changes into effect.

· To turn off add-ons on Google Chrome, Go to Customize > Tools > Extensions and disable unwanted plugins. Restart Chrome to put changes into effect.

· To turn off Internet Explorer add-ons, Go to Tools > Manage Add-ons and disable unwanted add-ons. Restart IE to put changes into effect.

3. Close unused tabs
Even if you aren’t looking at them, many pages automatically refresh themselves every few minutes or seconds to keep you in sync (news pages, Facebook, and Twitter are excellent examples). Close these when you’re not using them so they don’t eat up your bandwidth.

4. Allow (some) cookies and caching
While allowing cookies and caching means that parts of your browsing history or even your personal information will be tracked and/or stored, a lot of this is completely harmless and, in fact, allows pages to load more quickly. If you’re sceptical about opening the floodgates, keep your default setting to ban all cookies, then add sites you trust to your “Exceptions” list. Furthermore, don’t set your browser to automatically clear its cache every time it closes. 

5. Re-position your wireless router
Either move your router to the room where it will get the most use, or position it in the most central location. Ideally, there should be a direct, unobstructed line of sight between your device and the router for best performance.

6. Check for any Wi-Fi interference
A very common problem people encounter when facing slow Wi-Fi speeds in their home is interference. This can be caused by many everyday items including microwave ovens, baby monitors, digital radios, old appliances such as fridges, and can even be caused by wire meshing used in some plaster wall constructions.

If you have or use any of the above, simply turn them off and test your Wi-Fi speed. Through process of elimination you should be able to identify any interference causes.

How do I do a speed test?

A free online speed test can give you a good idea of your internet speed.

It is recommended that you conduct a speed test using your Wi-Fi network and also with a device directly connected to your router via an ethernet cable.

You can conduct a free Internet Speed Test at SPEEDTEST.NET

If the speed test results show your Wi-Fi speed is considerably lower than the connected speed, then that suggests that there may be an issue with your Wi-Fi. Common Wi-Fi issues include interference from nearby appliances and devices, a poor router location or equipment failure due to damage or age. Please refer to our slow Wi-Fi troubleshooting topics.

Understanding internet speeds

What happens if I go over my monthly data allowance?

Gone are the days when you have to pay excess data usage charges! If you happen to reach your allocated data limit in your selected plan, your download speeds are slowed to to between 128kbs and 256kbs (depending on your plan). Once the current billing cycle is complete, your speeds and data are then reset.

How do I setup a new router?

Got yourself a new router and need some help setting it up?

Due to the differences in features and configuration methods used to configure and setup a new router, we are unable to provide specific configurations for each and every brand and model of router which is on the market. This link may help for more specific details for your router: http://m.setuprouter.com/
You may need to consult the router’s manufacturer website for more specific instructions, however the basic fundamental requirements for your settings are as follows:

Item
Setting
Connection Type: Static IP, DHCP, Dynamic IP
Use ‘DHCP’ or ‘Dynamic IP’ (These are the same thing)
Connection Authentication: None, PPPoE, PPPoA
Use ‘None’
Connection DNS Server(s): Dynamic, Automatic, or Manually Entered
Use ‘ Dynamic’ or ‘Automatic’ (Again, these are the same thing)
Routing: NAT, or Bridged
Use ‘NAT’
Wireless Security Type: WPA2-PSK, WPA-PSK, WEP, None
We strongly suggest ‘WPA2-PSK’
Wireless Encryption Method: CCMP, or TKIP
We suggest ‘CCMP’

If you need further help setting your new router up on a Clublinks connection, please contact one of our support team on 1300 880 809.

Where is my wired services cabinet?

Your wired services cabinet is usually located in the garage and houses the equipment that connects your home to our network. Although every home may be slightly different, devices located in your wired services cabinet allow you to access our network for internet and telephone services. In some cases, there may also be equipment that gives you access to TV services.

Before handling any equipment within your wired services cabinet, please check with our support team on 1300 880 809.

Compatible routers for our network

Not all routers are compatible with our fibre network.

With so many routers on the market, it can be difficult to know which router is for what connection. The easiest way to tell if a router may be compatible is to look for a dedicated WAN port on the back of the router. The WAN port may also be labelled as an Internet port or Ethernet port on some routers.

Standard ADSL modems/routers are not compatible on our fibre network.

Get peace of mind with our range of approved routers

The following routers are available for purchase directly from Clublinks Telecommunications. All routers meet the requirements needed to provide varying WiFi solutions to our customers.

AC750 Wireless Dual Band Gigabit Router Archer C2 – $99

TP-Link Archer C2 Simultaneous 2.4gHz 300 Mbps and 5gHz 433Mbps
connections for 733 Mbps of total available bandwidth.

2 detachable external antennas provide stable omni-directional
signal and superior wireless coverage.

Full gigabit ports ensure ultra-fast data transfer speeds.

USB port – share a printer locally and files & media with
networked devices or remotely via FTP server.


AC1750 Wireless Dual Band Gigabit Router Archer – $169

TP-Link Archer C7

Supports 802.11ac standard 

Simultaneous 2.4GHz 450Mbps and 5GHz 1300Mbps connections
for 1.75Gbps of total available bandwidth.

Dual USB Ports – easily share a printer locally and files & media
with networked devices or remotely via FTP server.

Guest Network Access provides secure Wi-Fi access for guests
sharing your home or office network

Ubiquiti UniFi AC Lite – from $166

            Unifi AC Pro
Coupled with a compatible router, the Unifi AC Lite offers maximum performance in your Wireless network.
Sporting a weatherproof design, the Unifi AC Lite features simultaneous, dual-band 2×2 MIMO (Multiple In Multiple Out) technology.
PoE (Power over Ethernet)
PoE adapter included in price.

Dimensions:    160mm x 31.45 mm

Ubiquiti EdgeRouter X – $99.00

The EdgeRouter offers excellent performance and is made of high-quality materials so that it is durable and long lasting.

Provides five independent, Gigabit RJ45 ports.

Delivers 100% up-time, so you are always connected to the Internet.

Has a user-friendly graphical user interface (GUI) to make it easy to manage and monitor the network.
Includes an integrated Command-Line Interface (CLI) for advanced networking.

Coupled with 1 or more Unifi Access Points, this offers optimum Wi-Fi coverage for your home.

Please be advised that the prices shown for the routers does not include installation cost of $82.50 if required.
Speeds and range listed may differ depending on some or all of the following variables:
  • Placement of equipment within home
  • Environmental conditions, such as house frame material (wood or metal)
  • Interference from other WI-FI installations
  • Number of devices connected concurrently

All speeds and ranges are theoretical maximums quoted by the manufacturers of the equipment.

Why we wait 30 seconds before rebooting your router

It’s the oldest trick in the book when it comes to technology – turn it off and on! But why do we have to wait 30 seconds?

We’ve all heard it before when troubleshooting a router:
1.  Unplug the power cable from your router
2.  Wait 30 seconds
3.  Plug it back in
More often than not, this fixes whatever problem we have. But why is that?

It’s all about capacitors. A lot of modern technology contains capacitors! These are like energy buckets, little batteries that fill up when you put a current through them, and discharge otherwise. 30 seconds is the time it takes most capacitors to discharge enough for the electronics they’re powering to stop working. That’s why when you turn your PC off at the wall, things like an LED on your motherboard take a few seconds to disappear. You probably could wait a different time, but 30 seconds is the shortest time you can be sure everything’s discharged.

So, it’s all about capacitors. There’s no magic trick involved where you have to wait exactly 30 seconds for the gremlins to disperse.

Telephone

How to access and/or activate voicemail

Voicemail

To access your voicemail, dial “1000″ you will then receive voice prompts to guide you through the process of setting up your voicemail, or accessing voicemail messages left for you.

The default password will either be “Save0000″ or “1234″

If you have your own answering machine, or would like this service turned off, please contact our team at telco@clublinks.com.au

How to use call waiting

Call Waiting

Call Waiting alerts the recipient to another incoming call if they are already on the phone.
The feature is activated by default.

To reject a second incoming call:

• Press the ‘recall, flash or hold’ key (depending on your of handset).
• Press the 0 key.
• This will momentarily place your active conversation on hold. The second caller will then hear an engaged tone. You will then be returned to your active caller.

To hang-up on active conversation and answer the second caller:

• Press the ‘recall, flash or hold’ key (depending on your of handset).
• Press the 1 key.
• This will end your active conversation and enable you to answer the second caller.

To answer a second incoming call, while keeping the first conversation on hold:

• Press the ‘recall, flash or hold’ key (depending on your of handset).
• Press the 2 key.
• This will place your active conversation on hold and enable you to answer the second caller.
• To return to the initial conversation and place the second caller on hold, press Recall 2 again.

To remove call waiting:

• Ensure that you do not have any active conversations
• To deactivate call waiting, lift the handset and dial *70
• To re-activate call waiting, contact our team on 1300 880 809

How to restore your dial tone

1. Open up your Wired Services Cabinet (WSC). This is usually located in your garage and is where all of the equipment is located for both your Internet and Telephone services.

2. Next you need to locate the phone adapter in the WSC. There are several different models which are depicted below.

Cisco SPA122



Cisco SPA2102



Cisco ATA 186 & 188

 

3. In each picture above you will see the power socket circled in red.  Once you have located your phone adapter, without removing any other cables, please remove the power cable and leave it unplugged for 10 seconds.

4. After 10 seconds reinsert the power cable back into the device and wait 5 minutes for the device to boot up before checking your phone for dial tone.

5. If this hasn’t restored your phone service and dial tone, please don’t attempt to remove any other cables and place a support call to Clublinks Telecommunications on 1300 880 809 (option 3) or by sending us an email at telco@clublinks.com.au

6. If you don’t see any of the devices above in your WSC, your phone might be directly connected to your Optical Network Unit (ONU) which will look similar to the picture below.  You will be able to confirm this is the correct device by checking there is a cable plugged in to either the Phone 1 or Phone 2 socket.

7. Once you have confirmed this is the correct device by checking it has a cable plugged in to one of the phone sockets. Press the power button which is circled in the picture above and wait for 10 seconds before turning the power back on.  Wait 5 minutes before checking your phone for a dial tone.

8. If this hasn’t restored your phone service and dial tone, please don’t attempt to remove any other cables and place a support call to Clublinks Telecommunications on 1300 880 809 (option 3) or by sending us an email at telco@clublinks.com.au


Call forwarding and call diversion

Call diversion allows you, the resident, to divert incoming telephone calls to alternate answer points depending on your requirements. An answer point can be another external landline telephone number or a mobile phone. The cost of diverting an incoming call to an external number will be included in your monthly invoice. Call Diversion can be obtained upon request.

To request this service, contact us on 1300 880 809

Forward all calls to another number:

• Dial *21, wait for the voice prompt, enter the destination number and press the # key.
Example; *22 0416 123 456 #
• To disable, dial *22, and wait for the voice prompt

Forward calls, when busy, to another number:

• Dial *23, wait for the voice prompt, enter the destination number and press the # key.
Example; *23 03 9876 5432 #
• To disable, dial *24, and wait for the voice prompt.

Forward unanswered calls to another number:

• Dial *25, wait for the voice prompt, enter the destination number and press the # key.
Example; *25 03 9876 5432 #
• To disable, dial *26, and wait for the voice prompt.
• Please Note: The ‘Forward all calls’ service (when enabled) overrides the ‘Forward calls when busy’ and ‘Forward unanswered calls’ services, but does not remove them. Both ‘Forward calls when busy’ and ‘Forward unanswered calls’ services are re-engaged once the ‘Forward all calls’ service is disabled.

Where is my wired services cabinet?

Your wired services cabinet is usually located in the garage and houses the equipment that connects your home to our network. Although every home may be slightly different, devices located in your wired services cabinet allow you to access our network for internet and telephone services. In some cases, there may also be equipment that gives you access to TV services.

Before handling any equipment within your wired services cabinet, please check with our support team on 1300 880 809.

Accounts / General

Cancelling your internet service

To cancel a current internet service, you must provide us with a written request, either by:

* Post to
Clublinks Telecommunications
600 Thompson Road
Sandhurst 3977

* Email (telco@clublinks.com.au)

* Logging a support request by clicking here

All cancellation requests must contain the name of the account holder, the residential address where the services are connected, and the date you wish to have your service(s) disconnected.

For operational reasons, the service disconnection must be conducted during normal business hours. If you nominate a day which does not fall in to this category, your request will be processed during the following business day.

Upon receipt, you will receive a confirmation response notifying you that your request has been completed.

Cancelling your telephone service

To cancel a current telephone service, you must provide us with a written request, either by:

* Post to
Clublinks Telecommunications
600 Thompson Road
Sandhurst 3977

* Email (telco@clublinks.com.au)

* Logging a support request by clicking here

All cancellation requests must contain the name of the account holder, the residential address where the services are connected, and the date you wish to have your service(s) disconnected.

For operational reasons, the service disconnection must be conducted during normal business hours. If you nominate a day which does not fall in to this category, your request will be processed during the following business day.

Upon receipt, you will receive a confirmation response notifying you that your request has been completed.

Do I need a phone line for my alarm?

Depending on where you live and the local regulations, you may be required to have a monitored or back to base alarm active.

In order to facilitate this, you are required to have an active phone line. Our ‘Alarm Only’ telephone service can provide this for you. Click here to view our telephone options and services.

If your home has a standard alarm system (non-monitored), a telephone line is not required.

Logging a service request

By Telephone

If you contact us outside of business hours, or during a time where all operators have taken existing calls, you will be requested to leave a voice message. Your message must contain the name of the account holder, the residential address, a summary for the nature of your call, and the best contact number to call you back.

If the support team is provided with all of this information, we can begin investigating and potentially resolve the matter before we contact you. This means faster response and resolution times.

A good example is:
“This is John Smith, from 13 March Street, I am having a problem with my internet, I can be reached on 0400 123 123”

If the message does not contain the name of the account holder, the residential address, and the nature of the call, this can often result in delays in investigating and resolving the matter, as you will need to be contacted to obtain these details prior to your request for assistance being logged with the technical team.

A less effective voice message example is:

“This is John, can someone call me on 0400 123 123”

Our support staff can be reached via phone by calling 1300 880 809.

By Email

By sending an email to telco@clublinks.com.au containing the name of the account holder, the street address, and a description of your query or technical issue that you require assistance with. in this case, the more information you can provide the easier it is for our team to identify and solve the problem.

How do I find out about any maintenance works or service faults

Unlike most telcos, we happily provide information on how our network is travelling. You can see, in real-time, exactly the state of your internet or phone service.

Simply visit our Network Status page at status.clublinks.net.au, select your estate and all the information is at your fingertips.

We will also regularly update this with any maintenance works being conducted.

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