Troubleshooting Help – Unable to Browse or Slow Browsing
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1. TPG Technical Support TRG TELECOM Troubleshooting Help Unable to Browse or Slow Browsing Browsing difficulties occur when all the lights on your modem router are lit as normal but you are still unable to browse or experience slowness when browsing websites E g you may be able to use email or your instant chat messenger program so you know your internet connection is working but you cannot browse websites Example of the lights on your ADSL modem router Power ADSL Ethernet Internet Activity The most common causes of browsing problems are software on your computer browser settings and firewall settings TPG Technical Support Page 1 of 4 No ADSL Connection or No Sync TELECOM Troubleshooting Help Before troubleshooting we strongly recommend that you check our Service Status http servicestatus tpg com au to check for any known outages Before proceeding with the following steps it is best to power cycle your ADSL modem router This means to turn off or unplug your ADSL modem router from the power outlet wait 30 seconds to a minute then turn it back on This allows your equipment to reestablish a connection to our server If you are still unable to browse websites proceed with troubleshooting by following the instructions below 1 Let s start by making sure that your browser settings are correct and by clearing the cache stored by your browser The cache is your browser s record of y2. is best to contact the software vendor If you are still having trouble accessing websites please contact our Helpdesk at 13 14 23 for further assistance Please indicate which steps you ve already completed to speed up the troubleshooting process TPG Technical Support Page 4 of 4 No ADSL Connection or No Sync
3. our browsing history as well as other internet settings which can become invalid over time and cause browsing difficulties If you re using Internet Explorer 8 browser e Open Internet Explorer Click Tools at the top menu bar of the browser Then click on Internet Options e Under the General tab click on the Delete button below Browsing History Tick all boxes and click Delete Help Internet Options Delete Browsing History Ctrl Shift Del General Security Privacy Content Connections Programs Advanced N InPrivate Browsing Ctrl Shift P Home page Reopen Last Browsing Session a To create home page tabs type each address on its own line amp http intranet corporate InPrivate Filtering Ctrl Shift F InPrivate Filtering Settings Use current Use default Use blank Pop up Blocker b Browsing history SmartScreen Filter gt ee Delete temporary files history cookies saved passwords and web Form information Manage Add ons Compatibility View Delete Settings _ Compatibility view Settings Change search defaults Subscribe to this Feed Feed Discovery gt Change how webpages are displayed in tabs Developer Tools F12 oo Appearance Windows Messenger Diagnose Connection Problems Some settings are managed by your system administrator Internet Options Apply TPG Technical Support Page 2 of 4 No ADSL Connec
4. t click Internet Protocol to get it highlighted do not untick and click Properties NB f you do not have the option to click Properties you may not have the administrative rights for your computer to complete these steps Please contact your network administrator or log in as administrator if applicable e There are two sections in this window the upper part is for your IP address settings and the lower part is for your DNS settings e Select Obtain an IP address automatically for the 1st part TPG Technical Support Page 3 of 4 No ADSL Connection or No Sync TELECOM e Select Use the following DNS server addresses for the 2nd part Key in these TPG DNS addresses 203 12 160 35 for the Preferred DNS server and 203 12 160 36 for the Alternate DNS server e Click OK to close the Internet Protocol Properties and OK to close the Local Area Connection Properties window 3 Run a full anti virus scan on your computer Viruses and other malicious software you may have downloaded unknowingly can cause browsing difficulties 4 Sometimes your own security software could be set to a very high level of sensitivity that may stop your browser from being able to access websites If you know how to change the settings of your security software then we suggest you lower its sensitivity We also suggest that you temporarily disable it to check whether you would be able to browse with the program turned off For assistance on the security software it
5. tion or No Sync TELECOM e Click on the Security tab Select Internet and set the slider bar to Medium high e Click on the Privacy tab and set the slider bar to Medium e Click on the Connections tab and click on LAN settings Untick all boxes to disable automatic settings and proxy server and click OK e Click on the Advance tab and click on Restore advance settings e Click Apply and OK If you re using Mozilla Firefox browser e Open Firefox Click Edit at the top menu bar of your browser Then click on Preferences In some versions you ll have to click Tools then Options e Click on the Privacy tab and click clear your recent history e Inthe time range to clear select Everything e Tick all the boxes and click Clear Now If the check boxes are not shown click on the drop down arrow before Details e Click on the Advance tab click on Network and click on Settings e Select No Proxy and click OK then click on Close 2 If you are still having browsing difficulties let s proceed with checking your DNS settings Your computer may be storing DNS settings from a previous internet provider This means that your browsing requests are taking longer than usual or being completely rejected Instructions are for Windows XP e From your desktop screen click Start and then click Control Panel e In classic view double click Network Connections e Right click Local Area Connection and click Properties e From the list lef
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