SPIDERWEB Help
Australia-wide Internet access

Connection Problems?
Please read through this page (or print it out) and familiarise yourself with these common problems that can cause poor Internet connections and some suggested methods to overcome them. Please try these before contacting Spiderweb Support.

Not connecting at all.
1.  Modem not plugged in.
2.  Modem not switched on.
3.  No Dial tone. (Check phone line with a normal phone -  also see 4)
4.  Faulty Modem. (Get it tested by your computer tech)

Attempting to connect, (dialling) but connection rejected.
1. Incorrect Username or Password  (re type them in.. make sure Caps Lock is off ! )
2. Incorrect Username or Password (account not paid up?)
3. Incorrect Dial Up settings.  (run the Spiderweb Setup Program again)
4. Dirty connections. (unplug then replug your modem and phone connectors)
5. Modem sending incorrect data.  (Get it tested by your computer tech)

Connecting but can't surf.
1. Firewall settings too high (reset firewall settings or disable it and test again)
2. Browser Security Settings too high. ( read your Browser's Help file and set the security settings lower)
3. Corrupted files (re install dial up networking, run the setup program)
4. Virus (install and run an up to date Anti Virus program)

Can't receive Email
1. Firewall settings too high (reset firewall settings or disable it and test again)
2. Incorrect Username or Password  (re type them in.. make sure Caps Lock is off ! )
3. Corrupted files in Mail Program (re install Mail program)
4. Virus (install and run an up to date Anti Virus program)

Connection drops out
1. Disconnect if idle setting is on  (turn it off)
2. Call waiting. (disable call waiting on your phone line  #43#)
3. Dirty connections. (unplug then replug your modem and phone connectors)
4. Poor quality telephone line  (see notes below)
5. Virus (install and run an up to date Anti Virus program)
6. Incorrect Modem Driver (get the latest driver files from your modem manufacturer's web site)
7. Faulty Modem. (Get it tested by your computer tech)

Notes

Telephone Lines.
The telephone network was only ever designed to carry speech. Trying to transmit high speed data over this network may cause lost data, "slow" speed and even disconnections or "drop outs".  Other factors such as your distance from the local exchange, humidity, line "noise" and radio frequency interference can also affect the quality of your internet connection. 
Extra equipment on the line such as Fax machines, answering machines, caller display units and extra telephones can lower line voltage as well.
Telstra also, in some areas, use pair gain devices or other methods to overcome the lack of physical cable pairs, and this may severely restrict your connection speed.

Viruses
Computer viruses can be destructive. They can corrupt or remove files, or even "wipe" your hard drive. They can send emails to the people in your address book, spreading themselves at a sometimes alarming rate.  They can record your keystrokes and send random information from your files, compromising your security and privacy.
We reccomend that you run a quality Anti Virus program at all times, and keep it up to date. (most can be set to check for updates on the internet at regular intervals)

Storms
To prevent damage to your equipment and data, ALWAYS unplug your modem from the telephone line during storms. Many people unplug their equipment from the 240 volt mains, but overlook the phone line. In our experience, most of the computer equipment damage during storms is caused by lightning inducing high voltage spikes into the phone lines.  ALWAYS UNPLUG !


The above are some (but not all) of the possible reasons for poor internet connection speeds or drop outs. If you have tried the above, and are still having dificulties with your Spiderweb connection, please contact Spiderweb Support  between the hours of
8.00 a.m to 10 p.m  on  1300 55 4567     or email minor problems or queries to:
support@spiderweb.com.au

Please note: Spiderweb cannot offer support for individual software programs. Please contact the Software Manufacturer or vendor for software support.

The Spiderweb team are committed to supplying a quality product and welcome all feedback on this subject.