If you're unsure of whether an internet issue is related to your NBN service or your modem, the best way to figure this out is with a direct connection test. Instead of accessing the internet through your modem, this method will bypass the modem and connect your computer directly into your NBN connection via an ethernet cable.
Because this test requires an ethernet cable, you won't be able to use it on an FTTN connection (where your modem is plugged into a DSL wall socket via the grey DSL port on the back of the modem). If you have an FTTP, HFC, FTTC, or Fixed Wireless connection, then follow the steps below to do a direct connection test.
Step 1: Connect your computer directly to your NBN connection device
Take an RJ-45 Ethernet cable (this is typically blue, yellow, grey or white) and plug one end into the active port on your NBN connection device.
The NBN connection device will look different depending on what kind of connection you have. For FTTP and Fixed Wireless connection, your NBN connection device will be a white box on the wall somewhere in your home. If you have an HFC connection, it is a small black upright box. An FTTC connection will have a small white flat NBN connection device.
Plug the other end into your computer’s LAN/Ethernet port. In order for this test to work your computer must have an ethernet port available. This method might not work on some thinner laptops without ethernet ports and won't work on devices such as phones and tablets. Generally, all desktop computers have an ethernet port available.
If your computer doesn’t have an Ethernet port, you may need a USB to Ethernet adapter to make the connection.
In most cases, the active port on your NBN connection device will be labelled UNI-D 1 or GATEWAY. If a different UNI-D port than UNI-D 1 was activated when your NBN connection was set up, please use that one instead.
An Ethernet cable is larger than a telephone cable, so be sure you’re using the right cable.
Once you’ve connected your computer directly to your NBN connection device, follow the below instructions to set up a direct or bridge connection. Scroll further down for instructions for an Apple computer.
Configure with Microsoft Windows operating system
1. Navigate to “Control Panel”, then click on “Network and Internet”
2. Click on “Network and Sharing Centre”
3. Click on “Setup a new connection or network”
4. Click on “Connect to the Internet”
5. Click “set up a new connection anyway”
6. Choose “Broadband (PPPoE)”
7. In the “Username” field, enter your supplied Moose Mobile connection username. This will be in the following format – 0000000@moosemobile.com.au
Your Moose Mobile service username would have been emailed to you during the order process.
8. In the “Password” field, enter your supplied Moose Mobile connection password, which should be the word "moose" followed by your date of birth (e.g. moose1985).
Your Moose Mobile service password would have been emailed to you during the order process. This is NOT the same password as your Moose Mobile customer portal or app login.
9. If you’re unsure of your Moose Mobile connection username and/or password, contact us on 1300 566 673 for these details.
10. Click “Connect”
If your internet starts to work on your computer after performing these steps, that means your NBN connection is up and running and properly feeding internet into your NBN connection point. If the internet is not working when you plug your modem into this same ethernet port instead of your computer, then there is an issue with your Modem's connection settings and you will need to troubleshoot this with us by contacting us on 1300 566 673.
Configure with Apple macOS operating system
1. On your Mac, choose Apple menu, then navigate to System Preferences and click on “Network”.
2. Click on the Add (+) button near the bottom right corner to add a new connection.
3. In the dropdown list for “Interface”, select PPPoE.
4. In the dropdown list for “Ethernet” select Ethernet or USB 10/100 LAN if you are using an adapter. Click “Create”.
5. Leave the “PPPoE Service Name” field blank.
6. In the “Username” field, enter your supplied Moose Mobile connection username. This will be in the following format – 0000000@moosemobile.com.au
Your Moose Mobile service username would have been emailed to you during the order process.
7. In the “Password” field, enter your supplied Moose Mobile connection password, which should be the word "moose" followed by your date of birth (e.g. moose1985).
Your Moose Mobile service password would have been emailed to you during the order process. This is NOT the same password as your Moose Mobile customer portal or app login.
8. If you’re unsure of your Moose Mobile connection username and/or password, contact us on 1300 566 673 for these details.
9. Click “Apply”
If your internet starts to work on your computer after performing these steps, that means your NBN connection is up and running and properly feeding internet into your NBN connection point. If the internet is not working when you plug your modem into this same ethernet port instead of your computer, then there is an issue with your Modem's connection settings and you will need to troubleshoot this with us by contacting us on 1300 566 673.
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