1. What does the guest mean by ‘not working’?
Are they trying to log in with the QR code on the compendium and that’s not working? Section 2.
Is the network not showing as available? Section 3.
Is it saying incorrect password? Section 4.
Is it connected to the wifi but the page won’t load? Section 5.
Is it loading, but very slowly? Section 6.
Working on some devices but not others e.g. TVs? Section 7.
Power light not on? Section 8.
DSL/Phone light no on? Section 9.
Internet light not on? Section 10.
2.4g/5g/Wifi light not on? Section 11.
Links to full manuals for the modems Section 12.
Is the network not showing as available? Section 3.
Is it saying incorrect password? Section 4.
Is it connected to the wifi but the page won’t load? Section 5.
Is it loading, but very slowly? Section 6.
Working on some devices but not others e.g. TVs? Section 7.
Power light not on? Section 8.
DSL/Phone light no on? Section 9.
Internet light not on? Section 10.
2.4g/5g/Wifi light not on? Section 11.
Links to full manuals for the modems Section 12.
2. Can’t connect to the wifi using the QR code?
Inside each apartment, there should be a printed compendium with 2 QR codes – one that goes to the room information, and the other which connects them straight to the internet.
When they scan the wifi QR code, it may bring up an ad first, they will need to select ‘continue’ to get past this.
If this doesn’t work, the wifi details should also be written at the bottom of the compendium so that they can connect manually.
If not, please provide them with the wifi details from the property information sheet.
When they scan the wifi QR code, it may bring up an ad first, they will need to select ‘continue’ to get past this.
If this doesn’t work, the wifi details should also be written at the bottom of the compendium so that they can connect manually.
If not, please provide them with the wifi details from the property information sheet.
3. Network not showing as available?
If they are searching for the network and it’s not even on the list of available networks, the most likely reason is that the modem is off.
Ask them to find the modem in the apartment (the exact location should be in the property information sheet) to ensure it is plugged in and turned on. It will need to be turned on at the wall and on the modem itself – this is usually a small black button on the back of the modem. Once they turn it on, there should be lights on the front and the network may take a few minutes to show up.
If the modem was already plugged in and turned on, ask them which lights are showing. Each modem is slightly different, but as a general rule they should have the following lights, all on and solid:
Power
DSL
Internet
2.4g and/or 5g, or simply ‘wifi’
Check that all the correct lights are on and not flashing. If any aren’t on, see sections 8 onwards to troubleshoot.
If they are all on, there shouldn’t be any problem finding the network. Check that they are searching correctly and are looking for the correct network name.
If they have tried everything above, ask them to unplug the modem from the powerpoint, leave it off for a minute before plugging it back in, and then allow 5 minutes for it to start working. If they call back with the same problems, then send a handyman.
Ask them to find the modem in the apartment (the exact location should be in the property information sheet) to ensure it is plugged in and turned on. It will need to be turned on at the wall and on the modem itself – this is usually a small black button on the back of the modem. Once they turn it on, there should be lights on the front and the network may take a few minutes to show up.
If the modem was already plugged in and turned on, ask them which lights are showing. Each modem is slightly different, but as a general rule they should have the following lights, all on and solid:
Power
DSL
Internet
2.4g and/or 5g, or simply ‘wifi’
Check that all the correct lights are on and not flashing. If any aren’t on, see sections 8 onwards to troubleshoot.
If they are all on, there shouldn’t be any problem finding the network. Check that they are searching correctly and are looking for the correct network name.
If they have tried everything above, ask them to unplug the modem from the powerpoint, leave it off for a minute before plugging it back in, and then allow 5 minutes for it to start working. If they call back with the same problems, then send a handyman.
4. Incorrect password?
This is 99% user error.
Firstly check that they are trying to connect to the correct network, and that they have the correct password. Really check every detail of this, it might be just one digit off.
If it matches the details that we have on the property information sheet then we may have the wrong details. Ask the guest to check the modem itself, there is usually a sticker underneath the modem.
These details will be the correct details for the modem. If they are different, please update the property information sheet, CRM check in notes, and RMS apartment info.
If these details are the same, then there is not much further we can do over the phone and you will need to send a handyman.
Firstly check that they are trying to connect to the correct network, and that they have the correct password. Really check every detail of this, it might be just one digit off.
If it matches the details that we have on the property information sheet then we may have the wrong details. Ask the guest to check the modem itself, there is usually a sticker underneath the modem.
These details will be the correct details for the modem. If they are different, please update the property information sheet, CRM check in notes, and RMS apartment info.
If these details are the same, then there is not much further we can do over the phone and you will need to send a handyman.
5. Connected but nothing loads?
If their device is connected successfully to the network, but their pages aren’t loading, check the lights on the modem as per section 3.
If there are any lights off or flashing see sections 8 onwards for troubleshooting.
If all lights are on as normal, double check that they are connected to our network rather than another nearby network.
If so, they may be too far from the modem for anything to load.
Or, there may be an outage in the area, check the following links:
nbnco.com.au/support/network-status
support.tpg.com.au/servicestatus
belong.com.au/new/login
Or, if no outages, then it can normally be fixed by unplugging the modem from the powerpoint, leaving it off for a minute, and plugging it back in.
It may take 5 minutes for the internet to start working after this. Ask the guest to call back if it is still not working, then you can send a handyman.
If there are any lights off or flashing see sections 8 onwards for troubleshooting.
If all lights are on as normal, double check that they are connected to our network rather than another nearby network.
If so, they may be too far from the modem for anything to load.
Or, there may be an outage in the area, check the following links:
nbnco.com.au/support/network-status
support.tpg.com.au/servicestatus
belong.com.au/new/login
Or, if no outages, then it can normally be fixed by unplugging the modem from the powerpoint, leaving it off for a minute, and plugging it back in.
It may take 5 minutes for the internet to start working after this. Ask the guest to call back if it is still not working, then you can send a handyman.
6. Loading but very slowly?
If the pages are loading slowly, it’s likely just the speed of the wifi and can’t be improved. This is common when there is a large load on the network e.g. during peak season, rainy days, or as soon as everyone gets home from school/work.
You can check that they are connected to the correct network rather than their data or someone else’s network.
You can also ask them to unplug the modem for a minute before turning it back on – this will take 5 minutes to start working as normal.
Or, you could check for any outages or disruptions:
nbnco.com.au/support/network-status
support.tpg.com.au/servicestatus
belong.com.au/new/login
Unfortunately if these steps don’t make any difference then it is just the speed of the connection in the area. You can send a handyman if the guest persists, but please let them know that it is not likely to make a difference.
You can check that they are connected to the correct network rather than their data or someone else’s network.
You can also ask them to unplug the modem for a minute before turning it back on – this will take 5 minutes to start working as normal.
Or, you could check for any outages or disruptions:
nbnco.com.au/support/network-status
support.tpg.com.au/servicestatus
belong.com.au/new/login
Unfortunately if these steps don’t make any difference then it is just the speed of the connection in the area. You can send a handyman if the guest persists, but please let them know that it is not likely to make a difference.
7. Working on some devices but not others?
If everything is working normally on at least one device, then there is nothing wrong with the internet itself.
It may be user error, or a problem with the device. If it’s the smart TV, see the Smart TV troubleshooting page. If it’s their own device, ask them to restart the device and then go through the troubleshooting steps from the start.
It may be user error, or a problem with the device. If it’s the smart TV, see the Smart TV troubleshooting page. If it’s their own device, ask them to restart the device and then go through the troubleshooting steps from the start.
8. Power light not on?
If the power light is not on, ensure the power cord is plugged securely into the wall, and securely into the modem. Some guests will just say yes but won’t even look, so you can ask them to unplug it and plug it back in to be really sure that they checked.
Make sure the wall socket is turned on, and the power button is pushed in, it usually looks like this:
If they have done all of this and the power light is still not on, it’s either a problem with the powerpoint or a problem with the modem. Ask them to plug something into the same wall socket, preferably something they already know that it works e.g. a phone charger.
If it doesn’t work, there’s something wrong with the powerpoint, we will need to arrange a handyman or electrician, but they should be able to plug the modem into a different powerpoint in the mean time.
If the phone charger did work, there may be something wrong with the modem. This is very uncommon so please send a handyman to double check first.
Make sure the wall socket is turned on, and the power button is pushed in, it usually looks like this:
If they have done all of this and the power light is still not on, it’s either a problem with the powerpoint or a problem with the modem. Ask them to plug something into the same wall socket, preferably something they already know that it works e.g. a phone charger.
If it doesn’t work, there’s something wrong with the powerpoint, we will need to arrange a handyman or electrician, but they should be able to plug the modem into a different powerpoint in the mean time.
If the phone charger did work, there may be something wrong with the modem. This is very uncommon so please send a handyman to double check first.
9. DSL/Phone light not on?
If the power light is on, but the DSL (phone line) light is flashing or not on at all, this means that the modem is getting power but no connection to the phone line and won’t be able to provide internet.
Firstly check that the ethernet cable is plugged securely into the wall, and securely into the DSL port on the modem. Some guests will just say yes but won’t even look, so you can ask them to unplug it and plug it back in to be really sure that they checked.
If the problem was not fixed by checking the cords, it can normally be fixed by unplugging the modem from the powerpoint, leaving it off for a minute, and plugging it back in.
It may take 5 minutes for the internet to start working after this. Ask the guest to call back if it is still not working, then you can check for any outages by going to
nbnco.com.au/support/network-status
support.tpg.com.au/servicestatus
belong.com.au/new/login
If there are no outages, you can send a handyman.
Firstly check that the ethernet cable is plugged securely into the wall, and securely into the DSL port on the modem. Some guests will just say yes but won’t even look, so you can ask them to unplug it and plug it back in to be really sure that they checked.
If the problem was not fixed by checking the cords, it can normally be fixed by unplugging the modem from the powerpoint, leaving it off for a minute, and plugging it back in. It may take 5 minutes for the internet to start working after this. Ask the guest to call back if it is still not working, then you can check for any outages by going to
nbnco.com.au/support/network-status
support.tpg.com.au/servicestatus
belong.com.au/new/login
If there are no outages, you can send a handyman.
10. Internet light not on?
If the power light and DSL lights are on, but no internet light, it means the modem is getting power and a phone connection, but no internet connection.
This is usually because the modem is plugged into the wrong port. There is sometimes only one phone line in the apartment that will actually get internet connection. Check the property information sheet to find where the modem should be plugged in to.
If the modem is plugged in to the correct place, ask them to unplug the modem for a minute, then plug it back in. This will normally take 5 minutes for it to start working again.
If they call back and they still have the same problem, tell them that you are going to check for any outages. At this time, also check that the bill is paid and there are no issues with the account, but do not indicate this to the guest. Check the outages here:
nbnco.com.au/support/network-status
support.tpg.com.au/servicestatus
belong.com.au/new/login
To check that the bill is paid, we may have the account login details here. Otherwise, check if the accounts team have any info. As a last step you can check with the owner of the apartment, but please be very sure before asking them, we don’t want to bother them or look stupid if the account is paid!
If none of the above works, you can send a handyman.
This is usually because the modem is plugged into the wrong port. There is sometimes only one phone line in the apartment that will actually get internet connection. Check the property information sheet to find where the modem should be plugged in to.
If the modem is plugged in to the correct place, ask them to unplug the modem for a minute, then plug it back in. This will normally take 5 minutes for it to start working again.
If they call back and they still have the same problem, tell them that you are going to check for any outages. At this time, also check that the bill is paid and there are no issues with the account, but do not indicate this to the guest. Check the outages here:
nbnco.com.au/support/network-status
support.tpg.com.au/servicestatus
belong.com.au/new/login
To check that the bill is paid, we may have the account login details here. Otherwise, check if the accounts team have any info. As a last step you can check with the owner of the apartment, but please be very sure before asking them, we don’t want to bother them or look stupid if the account is paid!
If none of the above works, you can send a handyman.
11. 2.4g/5g/Wifi light not on?
If all other lights are on except the wifi light, it means that the modem has a connection to the internet, but the modem is not providing that connection to the devices.
Most often, the wifi button has been bumped by a previous guest or cleaners, which turns the wifi off completely. Ask the guest to push this button once only, and then wait 30 seconds to see if the wifi light comes on.
If this does not resolve it, ask the guest to unplug the modem modem for a minute, then plug it back in. This will normally take 5 minutes for it to start working again.
If none of the above works, then you can send a handyman.
Most often, the wifi button has been bumped by a previous guest or cleaners, which turns the wifi off completely. Ask the guest to push this button once only, and then wait 30 seconds to see if the wifi light comes on.
If this does not resolve it, ask the guest to unplug the modem modem for a minute, then plug it back in. This will normally take 5 minutes for it to start working again.
If none of the above works, then you can send a handyman.
12. Modem manuals
In case you need to do further troubleshooting, ask the guest to find the model number of the modem, this is usually a sticker underneath the modem itself:
Then you can search for an online manual. There are some links in the property information sheet, and some below:
TP Link AX5400
Archer VR1600v
VX420-G2h
TL-WR841N
Nokia Wifi Beacon 1.1
Then you can search for an online manual. There are some links in the property information sheet, and some below:
TP Link AX5400
Archer VR1600v
VX420-G2h
TL-WR841N
Nokia Wifi Beacon 1.1