Need Help? : Broadband

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The details below can be used to configure your ADSL service. Some information provided may not be required in your setup or for your account but it is important that you configure your device as closely as possible to the setting below.

Settings (ADSL)

Protocol	PPPoA (preference) or PPPoE
Modulation	G.DMT (Annex A)
Encapsulation	VC Mux or LLC Snap
VPI	8
VCI	35
IP Address	Never fill in your IP address - Always leave as Automatic or Dynamic.
Service Name or Profile	IIG - This can be anything that will identify the profile to you (not used to login).
Username	<Your Full Telephone Number>@dsl.iig.com.au
Primary DNS	210.18.210.210
Secondary DNS	210.18.206.206
Incoming Mail Server (POP3/IMAP)	mail.iig.com.au
Outgoing Mail Server (SMTP)	mail.iig.com.au



• Your UserID and Password are both case sensitive.
  

Settings (SHDSL)

• All settings are identical to that used for ADSL except the modem must be configured as Annex B instead.
  

Troubleshooting

Any reference below to a 'router' equally applies to a DSL modem.

• My ADSL is not working
  It is important to correctly identify the problem - is it the DSL router that can't talk to the Internet or simply that your computer can't talk to the router.
  1. Restart your computer - Shutdown, disconnect power, count to 10 and reconnect the power.
     
  2. If you have more than one computer, check on another to confirm if all are having the same problem.
     
  3. Are you able to see web pages or check email - sometimes it is only your email programme, web browser or virus software that is broken.
     
  4. Have you restarted your computer? (see point 1 above)
     
  
  DSL connections stop for many different reasons, but the steps for recovery remain the same.
  
  1. Reboot your router (disconnect power, count to 10 and reconnect the power).
     
  2. Wait for two minutes and then check if the router is connected.
     If this does not work,
     
  3. Turn off the router again, this time for a minimum of fifteen minutes.
     
  4. Turn the router on and wait for two minutes and then check if the router is connected.
     If this has not worked either,
     
  5. Contact our helpdesk as we may need to raise a fault on your service.
     
  
  
• My Router is not able to obtain or maintain Sync, or keeps "dropping out"
  There are many reason why your ADSL connection could be failing - please check for any of the following problems:
  
  1. Check that your router is operating in G.DMT. All DSL equipment in Australia should operate in this mode. If you are unsure how to check or set this, please contact your equipment supplier.
     
  2. Check for unfiltered phones, faxes and modem on the DSL phone line. Unfiltered devices can interfere with the DSL signal causing failures. Install a filter on these devices.
     
  3. Perform an 'Isolation Test' by plugging the router into the wall socket directly. Bypass everything including all filters, phone line adaptors and extension leads etc. If this works, it shows that you have a fault device (filter/phone/etc) on the line. Start a process of elimination to determine what is at fault.
     If these steps have not helped,
     
  4. Contact our helpdesk as we may need to raise a fault on your service.
     
  
  
• My ADSL seems slow
  To determine an accurate speed of your service, you must first ensure nothing else is using the line. Have only one computer connected to the router and ensure it is not performing any updates (Windows, Anti-Virus, etc). Ensure your computer is clean of any Spyware/Adware and not running a P2P file sharing applications.
  
  1. Start to download this file.
     
  2. Allow it to download at least 5MB (preferably 10MB+) and note the transfer speed at that time.
     
  3. You should be seeing approximately 25KB/sec for a 256k/64k ADSL, 51KB/sec for a 512k/128k ADSL and 150KB/sec for a 1500k/256k ADSL.
     
  
  
• My ADSL drops out when the phone rings
  This suggests there is a filtering problem. Check that all devices that share the DSL phone line have a correctly installed and working filter.
  
  
• There is noise on the line when the ADSL is working
  This suggests there is a filtering problem. Check that all devices that share the DSL phone line have a correctly installed and working filter.