1. December 2007 My Internet is Broken Technical Troubleshooting 101

2. 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

3. 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%)

4. 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?

5. 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

6. 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)

7. 7iiNet Open Day December 2007 Troubleshooting Basics - Dialup Dial again Error message is important - write it down Check the cables Restart Computer Dial again

8. 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

9. 9iiNet Open Day December 2007 Troubleshooting Basics - Web Browsers

10. 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)http://getfirefox.com Opera (http://opera.com/)http://opera.com/

11. 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)https://webmail.iinet.net.au Other Alternatives Microsoft Outlook (part of Microsoft Office - http://microsoft.com/office/)http://microsoft.com/office/ Thunderbird (http://mozilla.com/thunderbird)http://mozilla.com/thunderbird

12. 12iiNet Open Day December 2007 Online Resources For more information: iiNet Support Pages - http://iinet.net.au/support/ http://iinet.net.au/support/ Google - http://google.com.au/ http://google.com.au/ Microsoft Support Knowledgebase - http://support.microsoft.com/ Apple Support - http://apple.com.au/support http://apple.com.au/support

13. 13iiNet Open Day December 2007 Questions? Any questions?

14. 14iiNet Open Day December 2007