FREQUENTLY ASKED QUESTIONS

Customer Support Resources

Why does my TV say "No Signal"?

1. Is there an TV tower outage in your area?
2. Check the power is ON to your TV at the wall and your TV Amplifier.
3. Check the TV Antenna cable is firmly plugged in to the back of your TV AND the wall outlet.
4. Is it a brand new TV to your building? It may just need a re-tune.
5. Try another TV in another area of the same building.
6. Go outside and look up at your TV antenna which is on the roof (sometimes it is inside a tiled roof), is the amplifier hanging upsidedown (the little box on the mast)?  Are there pieces broken off your TV antenna?
7. If you have tried all the above, please give us a call on 0407 607 888 to book an onsite appointment.

WhY does my TV not get all the channels?

1. Check that your TV is HD (High Definition), if it is NOT HD compatible it will not receive Channel 7 at all or any of the background HD channels e.g. Channels 33, 76, 99, 11, you will only get the sound of those channels. 
   If this is the case you will need to purchase either a Set-top box for your television or a new television with HD compatability.
   
2. Check if there a TV tower channel outage just affecting a specific channel in your area?
3. Go outside and look up at your TV antenna which is on the roof (sometimes it is inside a tiled roof), is the amplifier hanging upsidedown (the little box on the mast)?  Are there pieces broken off your TV antenna?
4. If you have tried all the above, please give us a call on 0407 607 888 to book an onsite appointment.

How can I troubleshoot NBN equipment connectivity?

1. Restart your NBN modem by turning of the power completely from your NBN inside equipment 30 seconds, then turn it back on.   The lights should come back on. 
2. Make sure all cables are pushed in firmly to both NBN inside box and your modem.
3. If the problem continues, check with your Provider for service outages.  They say everything should be working OK, please give us a call on 0407 607 888 to book an onsite appointment.

What steps help resolve VoIP telephone issues?

1. Check all the lights on your NBN inside equipment are ON and your modem is active.  Check to see if your internet is working or not.  Then give your service Provider a phone call and explain what message is showing on your VOIP Phone.  Your VOIP provider can advise the next course of action and can modify how you want those phones to behave.

What is 5G?

5G signal is designed for faster mobile phone data which is being transmitted from the new Modems.  It is transmitted on a shorter wave length but wider, meaning more devices can connect to the wave length at the same time with a faster latency, but it doesn't reach as far as 4G which is slightly slower, and that is why 3G was great in rural areas because it could be picked up even further away from the transmission source BUT latency was much slower and not as many devices could connect at the same time.

As you know, 3G has now been discontinued which has caused rural areas to fall back on to satellite.

WHY CAN'T I GET MOBILE PHONE SIGNAL?

1. If you are in a Mobile Phone blackspot area move to where you can get Wifi signal from your modem and in the settings of your phone choose "Mobile" the scroll down to "Wifi Calling" and make sure that is ON, now everytime you go into your Wifi range your phone will use your internet instead of your Mobile Phone signal.
2. If you do not have internet where you are check on www.nbnco.com.au and choose "check address", enter your address and it will list the type of NBN service is available to that property and also the Providers who will provide that equipment.
3. If NBN co is not an option for you check out satellite provider www.starlink.com.  We can mount your Starlink on your roof using a heavy duty satellite tripod (not the mounts Starlink supply as they are not wind rated for this region).  Give us a call on 0407 607 888 for a quote.

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