UNDER NO CIRCUMSTANCES SHOULD YOU EVER
PRESS THE RESET BUTTON ON YOUR MODEM!
This will reset your modem and disconnect you permanently from our network. Should you reset your modem, our installation team will have to revisit your to fix the issue and you will consequently be charged a reconnection fee to reconfigure your modem and restore your connection.
Most of the connection faults can be rectified within few minutes without any technical understanding. Here are some of the common questions and their solutions.
My WiFi Signal is no more available or my Wi-Fi has stopped working.
There are enormous reasons for your Wi-Fi signals not available or you are not able to connect to it. First, please power cycle your Wi-Fi Modem by switching if off at the power point.
My Internet Connection is not working any more.
There could be many reasons for your internet connection not working. Primarily, you can power cycle the POE for 20 seconds. It will take 2-3 minutes for your internet to come back online.
My Internet Connection is cutting out or its unstable.
This is generally caused due to poor signal strength on your radio. Sometimes it may happen due to a recent storm around your place. Please contact customer support in case it happens for a while.
My Internet Connection is extremely slow.
Try to power cycle the POE for 20 seconds including the Wi-Fi Modem as well. Alternatively plug into the POE LAN port directly and check if it resolves the issue.
How do I change the wireless network password or security key for my wireless router provided by w3?
What is my monthly data allowance?
Your monthly data allowance is the amount of data you are permitted during each month and is calculated on both uploads and downloads. We do not charge for excess data if you have chosen a limited usage plan. However, if you exceed your monthly data allowance, your internet connection will be disconnected till month end. If you have chosen an unlimited plan you will be not be charged for excess usage.
How can I see what data I have used for this month?
You can view your current data usage on your Customer Portal page.
Where do I get my customer ID?
How can I access my account online?
Simply type http://w3net.azotel.com/CustomerPortal/login.pl?operator=w3net directly into your browser and use your Customer Id and password to gain access. If you do not remember your password, click on “Forgot Username or Password?” link and your username and password will be sent to your billing email address.
When do I start paying for my W3 Internet Connection?
Payments are directly debited from your registered bank account or credit card on the 7th of each month. Customers are charged for a calendar month. Mid Month installation will be charged at pro-rata rate for the first month and then on the 7th of the month thereafter.
How do I cancel my contract?
How do I change my bank account or credit card details?
Customers can update their bank account or credit card details online by logging onto W3 Networks customer portal, select “Update Bank/Credit Card Details” and follow the process.
What is the procedure for returning equipment?
Please submit the cancellation request by visiting our website www.w3networks.com.au and you can ship the device to our W3 Head Office.
Why was my account temporarily suspended?
There could be a number of reasons as to why the account was temporarily suspended. It might be due to non payment or over usage on your account.
Can I connect multiple devices on the wireless router?
Yes, you can connect multiple devices on the router
How do I transfer ownership of my account?
Do you refund shipping cost when returning the device?
Unfortunately, we don’t refund the shipping cost when you return the device.
What happens if my payment method is declined?
If you payment method is declined, your account will be temporarily suspended.
How do I change my email address or mobile number associated with my account?
To change the email address or mobile number, please contact our accounts department at [email protected].
How much data will I use?
Data usage totally depends on your daily internet activity. Few of the data intensive activities are watching online video, You Tube video streaming or listening to radio online.
Are there any unlimited plans?
Yes we have unlimited plans. Please check our current offers.
“Sometimes it’s the progressive small companies that will bend over backward to create a solution that fits.
That was definitely the case with W3. They’re amazing.”
- MG, North
“W3 Networks are Western Sydney’s best kept secret. When I called to sign up, you had me up and
running the next day. That never happens! Thanks mates.”
- SW, Liverpool
“Our business values local suppliers. Working with W3 is easy. They’ve been in the community since 2007
and like many local suppliers, they’re the best!”
- MT, Parramatta