Internet FAQs
Start customer support is so close we can come over to “unplug it and plug it back in” ourselves.
Support based right here in Australia!
Our Start Support Experts are here to help for any problem, big or small. Getting in touch is easy, you can call us Monday to Friday between 8.30am and 6pm EST on 1300 475 155, or send us an email at customerservice@startbroadband.com.au.
Don’t forget you can fix most problems pretty quickly by checking out our Frequently Asked Questions below.
Can I use my own Modem or Gateway on the Start Network?
Yes. However, we cannot guarantee that your Modem or Gateway is compatible with the Start Network.
If you are using your own Modem or Gateway, as opposed to a one supplied by Start, then enter the following settings while using the setup guide for your modem.
ADSL Settings
Encapsulation/Connection Type/WAN Type: PPPoA
Multiplexing: VC/MUX
Username: You can find your username in the “Your Start Bundle is now live” email you received from Start.
Password: You can find your password in the “Your Start Bundle is now live” email you received from Start.
VPI: 8
VCI: 35
NBN FTTP Settings
You will have to make sure you are using a modem that is NBN compatible. Please check with your modem manufacturer to confirm it is NBN ready.
Encapsulation/Connection Type/WAN Type: PPPoE
Multiplexing: LLC
Username: You can find your username in the “Your Start Bundle is now live” email you received from Start.
Password: You can find your password in the “Your Start Bundle is now live” email you received from Start.
VPI: 8
VCI: 35
NBN FTTN/FTTB Settings
You will have to make sure you are using a modem that is NBN compatible. Please check with your modem manufacturer to confirm it is NBN ready.
Encapsulation/Connection Type/WAN Type: PPPoE
802.1Q: Enable
Username: You can find your username in the “Your Start Bundle is now live” email you received from Start.
Password: You can find your password in the “Your Start Bundle is now live” email you received from Start.
VLAN Priority: 0
VLAN ID: 100
NBN HFC Settings
You will have to make sure you are using a modem that is NBN compatible. Please check with your modem manufacturer to confirm it is NBN ready.
Encapsulation/Connection Type/WAN Type: PPPoE
802.1Q: Disable
Username: You can find your username in the “Your Start Bundle is now live” email you received from Start.
Password: You can find your password in the “Your Start Bundle is now live” email you received from Start.
VLAN Priority: -1 (or Null)
VLAN ID: -1 (or Null)
Note: Not all settings may be required when setting up your own modem. If you encounter a setting that isn’t listed here in your modem’s Setup Wizard/Quick Setup then it should be fine to leave it as the default.
What are Start Broadband’s DNS Settings?
All Start Broadband customers should use the DNS server IP addresses which are assigned to them dynamically during login.
If this can’t be done for some reason, please use the following DNS servers.
VIC, TAS, SA, WA or NT Customers:
Primary DNS Server IP Address: 103.55.76.17
Secondary DNS Server IP Address: 103.55.76.26
NSW or QLD Customers:
Primary DNS Server IP Address: 103.55.76.26
Secondary DNS Server IP Address: 103.55.76.17
How fast will my Start ADSL2+ connection be?
Start ADSL2+ Bundles give you broadband access as fast as your line can handle.
ADSL2+ has a theoretical maximum download speed of 24Mbps and maximum upload speeds of between 1Mbps and 2.5Mbps (depending on whether Annex M technology is available). However, actual speeds are lower, and will vary based on a number of factors such as the distance of your home to the exchange, weather conditions, the quality of your telephone line and demand on the Network.
On average most customers will achieve download speeds between 5Mbps and 15Mbps and an upload speed of around 1Mbps.
Start will supply ADLS1 where there is no ADSL2+ available. ADSL1 has a theoretical maximum download speed of 8Mbps and maximum upload speed of 0.384 Kbps.
How do I connect to the Start Gateway WiFi Network?
These instructions only apply to the Start Gateway. If you are using your own Modem or Gateway then please refer to the manufacturer instructions.
To connect to the Start Gateway WiFi network, please follow the steps below.
- Turn on the Wi-Fi on your computer/device.
- On your computer/device find and select the Wi-Fi Network name on the “WiFi Network Details” card that was included with the Start Gateway.
- Type in the Wi-Fi Network password found on the “WiFi Network Details” card, when asked.
- The ‘Wireless’ LED on the front of the Start Gateway will turn green when a device is properly connected.
Please keep the “WiFi Network Details” card in a safe place, as it contains important information that is required to log into the Start Gateway.
I’m having trouble connecting to the internet with my Start ADSL service?
IMPORTANT: If this is the first time you are trying to use the service, please give one of our Start Support Experts a call Monday to Friday between 8.30am and 6pm EST on 1300 475 155 or send us an email to customerservice@startbroadband.com.au.
Start will always send you a confirmation email to the email address you provided at the time of registration once the service has been activated.
Firstly, Unplug the Start Gateway from the main power supply and power off all computers/devices that are connected to the internet.
Wait at least 60 seconds then turn on the Start Gateway and your computers/devices.
Make sure all cables are securely connected and then try connecting to the internet again.
If you are still having trouble connecting to the internet, then try an performing an isolation test.
If you are still having trouble give us a call Monday to Friday between 8.30am and 6pm EST on 1300 475 155 or send us an email to customerservice@startbroadband.com.au.
I’m having trouble connecting to the internet with my Start NBN service?
IMPORTANT: If this is the first time you are trying to use the service, please give one of our Start Support Experts a call Monday to Friday between 8.30am and 6pm EST on 1300 475 155 or send us an email to customerservice@startbroadband.com.au.
Start will always send you a confirmation email to the email address you provided at the time of registration once the service has been activated.
Firstly, unplug the Start Gateway from the main power supply and power off all computers/devices that are connected to the internet.
Wait at least 60 seconds then turn on the Start Gateway and your computers/devices.
Make sure all cables are securely connected and then try connecting to the internet again.
If you are still have trouble connecting to the internet try the following steps below:
- Firstly check to make sure that the ‘Power’ and ‘Optical’ LEDs on the NBN Connection Box are green.
- Make sure that the Ethernet cable is correctly connected to right UNI-D port in the email you received from Start titled “Your Internet is Ready to Go.”
- Check if the ‘Internet’ LED on your Start Gateway or is on.
If you are still having trouble give us a call Monday to Friday between 8.30am and 6pm EST on 1300 475 155 or send us an email to customerservice@startbroadband.com.au.
Why does my Start ADSL service keep dropping out?
Unplug the Start Gateway from the main power supply and power off all computers/devices that are connected to the internet.
Wait at least 60 seconds then turn on the Start Gateway and your computers/devices.
Make sure all cables are securely connected and then try connecting to the internet again.
If you are still having problems then try performing an isolation test.
Why is my internet connection slow?
The speed of your internet can be affected by a number of factors, including traffic in your neighbourhood, how you use your service and for ADSL your distance to the exchange and the quality of your phone line.
If you have used up all of your download allowance, your connection speed will automatically be slowed. Please click here for more details about shaping.
If your internet is running slow then try the following troubleshooting steps below:
- Unplug the Start Gateway from the main power supply and power off all computers/devices that are connected to the internet. Wait at least 60 seconds then turn on the Start Gateway and your computers/devices.
- Connect to the Start Gateway via Ethernet. If the connection speed is still slow when you are connected via Ethernet, then it is likely not a WiFi issue.
- If the connection speed is slow using WiFi then please click here for tips on how to improve your speeds when using WiFi.
- If you have a Start ADSL service try performing an isolation test.
- Activities such as downloading large files, updating software or backing up photos will impact the internet speed for everybody in your house while those activities are underway.
- An easy way to check if any device is impacting speed is to disconnect each computer/device from your home network one by one and run a speed test using http://www.speedtest.net/. If you notice any improvement in speed check what programs you have running on the device you just disconnected.
- Viruses can dramatically slow down your internet speed. Run a virus and spyware scan to see if any of your devices may be affected.
- Uninstall any programs and apps that you no longer use. Although you may no longer use them, many apps still use bandwidth and download files in the background without you realising.
If you are still having trouble give one of our Start Support experts a call on Monday to Friday between 8.30am and 6pm EST on 1300 475 155 or send us an email to customerservice@startbroadband.com.au.
Why is my internet so slow when I’m connected using WiFi?
If your internet speeds via WiFi is very slow then plug your computer/device directly into the Start Gateway via an Ethernet cable.
Make sure there is only one device connected to the Start Gateway and run a speed test using http://www.speedtest.net/. Try 2 or 3 times to get the most accurate results.
If the speed is slow when you are connected via Ethernet, then it is likely not a WiFi issue.
Please click here for tips on how to improve your speed.
Now connect to the device to the Start Gateway via WiFi and run the speed test again. If the speed test is lower using WiFi then over Ethernet, then this indicates there are problems with your WiFi.
Click here for tips on how to improve your WiFi speeds.
How do I perform an an isolation test?
The most common issue affecting your ADSL Internet connection is interference from other telephony devices connected to your phone line such as normal landline telephones, fax machines, Foxtel, etc.
Performing an isolation test will help to eliminate any possible interference issue which may be affecting your Internet connection.
To perform an isolation test, please follow the instructions below:
- Start by simply removing all devices from your phone line (note that you may have more than one phone wall socket around your premises).
- Connect your Start Gateway directly to your phone wall socket using the shortest phone cable you have (preferably 1-2m) without any ADSL Filter.
- Connect your computer directly to your Start Gateway using an Ethernet cable to isolate any wireless network issues.
- Wait 2-3 minutes and see if the ‘ADSL’ LED turns a solid green and you have a connection to the internet.
- Monitor your Internet connection to see if the isolation test clears the problem you were experiencing.
- If you see an improvement with your Internet connection, this means it is likely that your Internet connection problem is caused by one or more of your telephony devices or faulty ADSL Filter.
- Now add each piece of equipment back on one by one. When the connection stops working again, you can assume that the last piece of equipment you added is faulty and needs to be replaced.
If your are still having problems with your internet connection please give one of our Start Support Experts a call on Monday to Friday between 8.30am and 6pm EST on 1300 475 155 or send us an email to customerservice@startbroadband.com.au.
How do I improve my WiFi speeds?
There are many factors that can affect WiFi speeds such as the presence of:
Dense Objects
Including refrigerators, filing cabinets, televisions, brick or marble internal walls, copper plumbing and mirrors.
Bodies of Water
Radio signals from wireless or cordless devices cannot properly penetrate through bodies of water; they can be distorted by the presence of common household items such as a fish tank, water bed or hot water system, thus affecting the speed of your WiFi connection.
Wireless Interference
Interference can be caused by any electrical device but most commonly microwaves, base stations of cordless telephones, baby monitors, and Bluetooth devices.
Try some of the trouble shooting tips below to improve your WiFi Speeds:
- To avoid interference place the Start Gateway in a central position in your house where your WiFi devices are mostly used. The further you are away from the Start Gateway the weaker the WiFi signal you are likely to receive.
- The more open a space is without obstacles, whether they be walls or wireless devices, the stronger the signal reception will be.
- Avoid placing the Start Gateway on top of any electrical devices or close to any cordless phone base stations.
- Reduce the number of active devices connected to your Wi-Fi network including computers, gaming systems, mobile phones, or other Wi-Fi enabled devices.
- Where possible, connect computers/devices directly to the Start Gateway using Ethernet, as wired connections are always faster.
- Try changing the wireless channel. Changing the channel can improve coverage and avoid interference. To change the channel on your Start Gateway following the instructions found here.
How do I change the wireless channel on my Start Gateway?
These instructions only apply to the Start Gateway. If you are using your own Modem or Gateway then please refer to the manufacturer instructions.
- Open a browser (eg. Internet Explorer, Firefox, Safari) and enter the 192.168.1.1 into the address bar.
- Login into the Start Gateway by entering the username and password that is printed on your “Wifi Network Details” card.
- In the left hand menu click on Wireless and then Basic Settings.
- In ‘channel’ manually select the a channel numbered from 1 – 11 (suggested channels are 1, 6 or 11). Then click save and wait for the Start Gateway to reboot.
- Every time you choose a new channel run a speed test using http://www.speedtest.net/ to see if there are any improvements in speed. With trial and error, you may find an alternate channel that works best for you.
How do I change the wireless network name and password on my Start Gateway?
These instructions only apply to the Start Gateway. If you are using your own Modem or Gateway then please refer to the manufacturer instructions.
- Open a browser (eg. Internet Explorer, Firefox, Safari) and enter the 192.168.1.1 into the address bar.
- Login into the Start Gateway by entering the username and password that is printed on your “Wifi Network Details” card.
- In the left hand menu click on Wireless and then Basic Settings.
- In ‘SSID’ type in what you want your wireless network to be called. Then click Save and wait for the Start Gateway to reboot.
- Locate your new wireless network on your computer/device and login into the Start Gateway following the instructions in Step 1 and Step 2.
- In the left hand menu click on Wireless and then Wireless Security.
- In ‘Wireless Password’ type in what you want your wireless network to be. Then click Save and wait for the Start Gateway to reboot.
- Locate your new wireless network on your computer/device and when asked for the password, enter the new password you created in Step 7.
What happens if I go over my download limit?
If you exceed your usage allowance then your internet speed will be slowed down to 256Kbps/64Kbps for the rest of the calendar month until the next calendar month begins (but there are no excess usage charges). This is commonly refereed to as “shaping.”
Start will notify you when you reach 50%, 85% and 100% of your usage allowance.
If you find that are you are continually using all of your usage allowance you can easily upgrade to an Start Unlimited Bundle by giving us a call Monday to Friday between 8.30am and 6pm EST on 1300 475 155 or send us an email to customerservice@startbroadband.com.au.
My Start Gateway is not turning on?
If all of the indicator lights on the Start Gateway are off, this means it is not getting any power or malfunctioning. Here are a few things you can try:
- Check that Start Gateway’s power adapter is connected properly and securely to both your modem and to the power outlet. You may disconnect and reconnect to make sure that it is not loose.
- Connect the Start Gateway to a different power outlet in your house that you know is working.
- Make sure that you are using the correct power adapter. You may try a different power adapter with the same voltage and current rating for testing.
If there is still no power to the Start Gateway following the troubleshooting tips above, it may be faulty. If it is still under warranty, you may contact the Start for possible replacement. There is a 2 year warranty for all hardware purchased from Start.
Please give one of our Start Support Experts a call on Monday to Friday between 8.30am and 6pm EST on 1300 475 155 or send us an email to customerservice@startbroadband.com.au before shipping back any suspected faulty equipment to us.
