Cable Internet
Citycable Cable Internet service
City Cable Australia built our own network to provide FTTB service, a better alternative to NBN to the high-rise buildings and apartments.
Account activation is usually done within the same day. A technician will be dispatched onsite for exceptions, and account activation made within five working days.
In short: tell us! Account suspension for CityCable Cable requires a month’s notice in writing (mail, email or fax), and the minimum suspension period is one month, up to a maximum of three months.
Hardware Device
We recommend making a choice based on your budget and usage.
Buying broadband hardware from us ensures compatibility and ease of use. We configure and test the hardware thoroughly before sending it out; that way you can be sure the hardware works.
Troubleshooting – Cable Internet
Check the power LED on the front of the router, make sure it has power.
If you are using a wireless or USB connection, please switch it to the wired Ethernet connection for troubleshooting purposes.
Check that the Ethernet cable is securely connected from the modem to PC.
Restart the computer and retry the connection.
Power cycle the modem by pulling the power cord out and plugging it back in.
Disconnect the cable from the modem, plug it to a laptop which has ethernet port and make sure there is connection.
Reset the modem to factory default by pressing the reset button. The reset button usually is a tiny little hole located at the rear panel of the modem. Press and hold the reset button for 10 seconds – use a pin or paper clip to do the job. Note: The reset process require the modem to be powered on, please check and make sure the power is on while you are performing the reset.
After the reset process is done, you are required to setup the modem again. Please read the modem manual or contact our support guys for assistance if you have not done this before.
Try a different router if you have one.
If possible, connect a different computer to the modem and test the internet connection. Viruses and file sharing programs (e.g. Bittorrent, Limewire or Kazaa) could cause disconnection problems. Make sure you perform a full virus scan and stop all filesharing programs while troubleshooting.
Speed issues can be split into computer and/or phone line issues. In most cases however, speed issues are either caused by local signal interference and/or local network congestion.
Viruses, worms and spyware can slow down the performance of your computer as well as your connection speed. Perform a full virus scan and remove all viruses, worms and spyware.
File sharing or peer-to-peer (P2P) programs such as Bittorrent, Limewire, Kazaa slow down your connection. Please ensure they are turned off completely and see if there are any speed gains after that.
Any background downloads will also slow your connection down. Ensure that Windows Update, antivirus updates and/or other real-time updates/downloads are NOT running in the background – check the system tray which is located at the right hand bottom corner of your screen.
Some antivirus/firewall software will slow your internet speed down. The only way to determine this is to either disable or uninstall them. Note: CityCable is not responsible for installation, configuration or removal of third party software. If you are not sure on how this should be done or the implications on reconfiguring the software, we suggest you see a third-party technician.
Defective hardware is difficult to isolate, and could be a cause for connection slow downs or inaccessibility. The Network Interface Card (NIC), which is also known as the network adaptor should be your first check point. Start by uninstalling and reinstall the NIC driver; make sure you are using the latest driver version.
Swapping the NIC to a different PCI slot on your motherboard would be a way to check if it is the PCI slot that is causing problems, and not the NIC itself.
The broadband modem could be another factor that slows the connection down. Reasons that cause the modem to work abnormally includes (among other reasons): overheating, incorrect modem setup and a corrupt modem firmware. Start by resetting the modem to factory default & set the modem up again. If there is no improvement, turn off the modem and let it cool down for 30 minutes at least to prevent overheating. If the connection speed is running fine at the other location but not at your home, this means the modem is in good working order.
If you are using Windows Vista as your operating system, please disable all IPv6 functions and TCP auto-tuning. Please see a third-party technician if necessary.
If your connection authenticated successfully, but the browser is refusing to load up web sites, it could be due to:
- Hardware/software compatibility
- Anti-virus and/or firewall issues
- Modem driver issue
- Incorrection configuration of the internet browser, or
- Network issues
To troubleshoot:
Restart computer and retry connection.
If you are using a wireless or USB connection, please switch it to the wired Ethernet connection for troubleshooting purposes.
Turn off the modem and let it cool down for 30 minutes at least to prevent overheating.
Reset the modem to factory default by pressing the reset button. The reset button usually is a tiny little hole located at the rear panel of the modem. Press and hold the reset button for 10 seconds – use a pin or paper clip to do the job. Note: The reset process require the modem to be powered on, please check and make sure the power is on while you are performing the reset.
After the reset process is done, you are required to setup the modem again. Please read the modem manual or contact our support guys for assistance if you have not done this before.
Disable any firewall and antivirus software, restart the computer and retry the connection.
If you are using an internal modem, try switching your modem to a different PCI slot on the motherboard.
Make sure your internet browser is not working in Offline mode. For Internet Explorer, Go to File, and make sure Work Offline is not ticked.
Modify your Internet Explorer to not show friendly HTTP error messages by going to Control Panel » Internet Options » Advanced tab, then click on Restore Advanced settings and untick show friendly HTTP error messages.
Reset your browser setting to default by going to Control Panel » Internet Options » Advanced tab, click on Reset.
Note: The reset process may be different if you are not using IE7.0 and above. Please consult a third-party technician if necessary.
Try using a different browser to determine if it is a browser issue. Choices: Mozilla Firefox, Google Chrome, Opera or Safari.
Flush/reset your DNS cache. Click on Start » All Programs » Accessories » Command Prompt. Type: ipconfig /flushdns
If the above steps did not solve your problem, please perform a ping test.
If the ping test is showing network connectivity, please see a third-party technician for further assistance.
If the ping test not showing connectivity, do a screen capture of ipconfig and traceroute before contacting our support guys with your screen capture.
NBN
NBN Internet Service
NBN broadband is a broadband data service that provides you with internet access at you premises via the National Broadband Network.
NBN internet activation may takes up to 14 working days. NBN technician may need to onsite for service activation depends on the NBN technology at your premises.
Hardware
You need to purchase an NBN compatible modem/router.
If you are unsure what kind of hardware would match your service, you may purchase the hardware from us to ensures compatibility and ease of use. We configure and test the hardware thoroughly before sending it out; that way you can be sure the hardware works.
Troubleshooting - NBN
If the internet light on your router become red or having no light on, please check the NBN outage first with https://www.nbnco.com.au/support/network-status. If there is no outage and
- Your NBN technology is FTTC which will give you a white modem with NBN sign.
please check page 7 for trouble shooting
- Your NBN Technology is HFC which will give you a black modem with NBN sign.
The different coloured lights on your connection box denote specific issues your service may be experiencing.
Front of the connection box:
- If the POWER light isn’t on, it means the connection box has no power. Check your outlet to make sure your connection box is connected correctly.
- If the POWER light is GREEN, it means your connection box has power.
- Your ONLINE, DOWNSTREAM and UPSTREAM flash when the connection box is starting up. No need to do anything, just wait for the connection box to finishing powering on. When the light is a SOLID green, everything is working.
- When both the UPSTREAM and DOWNSTREAM light is flashing, that means the connection box is doing a firmware update. No need to do anything, just wait for the update to complete.
- If you find your UPSTREAM and DOWNSTREAM line is FLASHING, but the ONLINE light is off, there’s no connection to the network. You’ll need to contact support team.
If the modem is working fine,
Check the power LED on the front of the router, make sure it has power.
If you are using a wireless or USB connection, please switch it to the wired Ethernet connection for troubleshooting purposes.
Check that the Ethernet cable is securely connected from the modem to router.
Restart the computer and retry the connection.
Power cycle the router by pulling the power cord out and plugging it back in.
Disconnect the cable from the router, plug it to a laptop which has ethernet port and make sure there is connection and do a speed test.
Reset the router to factory default by pressing the reset button. The reset button usually is a tiny little hole located at the rear panel of the router. Press and hold the reset button for 10 seconds – use a pin or paper clip to do the job. Note: The reset process require the router to be powered on, please check and make sure the power is on while you are performing the reset.
Try a different router if you have one.
If possible, connect a different computer to the modem and test the internet connection. Viruses and file sharing programs (e.g. Bittorrent, Limewire or Kazaa) could cause disconnection problems. Make sure you perform a full virus scan and stop all filesharing programs while troubleshooting.
Speed issues can be split into computer and/or phone line issues. In most cases however, speed issues are either caused by local signal interference and/or local network congestion.
Viruses, worms and spyware can slow down the performance of your computer as well as your connection speed. Perform a full virus scan and remove all viruses, worms and spyware.
File sharing or peer-to-peer (P2P) programs such as Bittorrent, Limewire, Kazaa slow down your connection. Please ensure they are turned off completely and see if there are any speed gains after that.
Any background downloads will also slow your connection down. Ensure that Windows Update, antivirus updates and/or other real-time updates/downloads are NOT running in the background – check the system tray which is located at the right hand bottom corner of your screen.
Some antivirus/firewall software will slow your internet speed down. The only way to determine this is to either disable or uninstall them. Note: CityCable is not responsible for installation, configuration or removal of third party software. If you are not sure on how this should be done or the implications on reconfiguring the software, we suggest you see a third-party technician.
Defective hardware is difficult to isolate, and could be a cause for connection slow downs or inaccessibility. The Network Interface Card (NIC), which is also known as the network adaptor should be your first check point. Start by uninstalling and reinstall the NIC driver; make sure you are using the latest driver version.
Swapping the NIC to a different PCI slot on your motherboard would be a way to check if it is the PCI slot that is causing problems, and not the NIC itself.
The broadband modem could be another factor that slows the connection down. Reasons that cause the modem to work abnormally includes (among other reasons): overheating, incorrect modem setup and a corrupt modem firmware. Start by resetting the modem to factory default & set the modem up again. If there is no improvement, turn off the modem and let it cool down for 30 minutes at least to prevent overheating. If the connection speed is running fine at the other location but not at your home, this means the modem is in good working order.
If you are using Windows Vista as your operating system, please disable all IPv6 functions and TCP auto-tuning. Please see a third-party technician if necessary.
If your connection authenticated successfully, but the browser is refusing to load up web sites, it could be due to:
- Hardware/software compatibility
- Anti-virus and/or firewall issues
- Modem driver issue
- Incorrection configuration of the internet browser, or
- Network issues
To troubleshoot:
Restart computer and retry connection.
If you are using a wireless or USB connection, please switch it to the wired Ethernet connection for troubleshooting purposes.
Turn off the modem and let it cool down for 30 minutes at least to prevent overheating.
Reset the modem to factory default by pressing the reset button. The reset button usually is a tiny little hole located at the rear panel of the modem. Press and hold the reset button for 10 seconds – use a pin or paper clip to do the job. Note: The reset process require the modem to be powered on, please check and make sure the power is on while you are performing the reset.
After the reset process is done, you are required to setup the modem again. Please read the modem manual or contact our support guys for assistance if you have not done this before.
Disable any firewall and antivirus software, restart the computer and retry the connection.
If you are using an internal modem, try switching your modem to a different PCI slot on the motherboard.
Make sure your internet browser is not working in Offline mode. For Internet Explorer, Go to File, and make sure Work Offline is not ticked.
Modify your Internet Explorer to not show friendly HTTP error messages by going to Control Panel » Internet Options » Advanced tab, then click on Restore Advanced settings and untick show friendly HTTP error messages.
Reset your browser setting to default by going to Control Panel » Internet Options » Advanced tab, click on Reset.
Note: The reset process may be different if you are not using IE7.0 and above. Please consult a third-party technician if necessary.
Try using a different browser to determine if it is a browser issue. Choices: Mozilla Firefox, Google Chrome, Opera or Safari.
Flush/reset your DNS cache. Click on Start » All Programs » Accessories » Command Prompt. Type: ipconfig /flushdns
If the above steps did not solve your problem, please perform a ping test.
If the ping test is showing network connectivity, please see a third-party technician for further assistance.
If the ping test not showing connectivity, do a screen capture of ipconfig and traceroute before contacting our support guys with your screen capture.