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Troubleshooting

If you are having trouble connecting to the AUSTAR broadband service please try our top troubleshooting tips:

  1. If you are not getting a strong connection signal as indicated by the signal strength meter located on your modem, try putting the modem next to a window, wait 60 seconds and see if the connection improves. If the room has no windows, try to position the modem behind a natural timber wall.
  2. If your signal strength is good, but you are still not able to connect to the Internet, make sure that the ethernet cable is firmly attached to both the modem and your computer. Try removing the cable, wait 20 seconds and reattach the cable.
  3. If your modem is showing a no signal, cycle the power to the modem by turning off the power point at the wall, wait 10 seconds and then turn the power point back on.
  4. If you are getting a strong signal, but an "Unable to connect" error from Windows, your account may be inactive or suspended. Has your latest invoice been paid? Have you changed credit cards recently? If this is a new account, have you activated your account?
  5. Make sure that your firewall anti-virus and other security software is not blocking your AUSTAR broadband connection.
  6. Remember that passwords are case-sensitive.
  7. If none of the above fixes the problem, turn off your computer and turn off your modem at the power point. Wait ten minutes. Turn on your modem and then your computer. If the problem persists, please email AUSTAR broadband technical support.