Troubleshooting

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.

 

Technical Issues

 

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?

  1. Make sure your pc is plugged into one of the Ethernet ports on the router (ports 1, 2, 3 or 4).
  2. Launch a web browser such as Internet Explorer or chrome (for Windows users). For Mac users, launch your Safari browser or chrome browser.
  3. Type in http://192.168.1.2 on the address bar and hit Enter. The router should ask for a username and password.
  4. Type "admin" for the username (without the quotes), and “admin" for the password (without the quotes).
  5. Click wireless
  6. Under Wireless Security Options. Select WPA-PSK/WPA2-PSK and enter a new PSK Password. This will serve as your new wireless password. Please make note of it.
  7. Click Save
  8. Now you can reconnect your wireless with the new password.

 

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?

Your W3 Welcome Email has your Customer ID and Password. If you do not get a welcome email, you can call our Support Helpdesk at 1300 739 288 or email us at [email protected].

 

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.

 

 

Billing

 

 

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?

Customers must fill in the cancellation form in order to cancel their service. Contact our accounts desk on 1300 739 288 or email us at [email protected] for further information.

 

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?

You can simply send an email to [email protected] or call at 1300 739 288

 

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.

Troubleshooting

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