This is a very common question received by the Connexus Help Desk. Outages on our side can happen but it is best to check your connection first before calling the Help Desk.
What can I do to check my connection?
There are a couple of things that you can do to check your connection. The first step is to turn your modem off for 15 seconds. Depending on the type of modem you have you can either unplug the power cord or push the power button to off.
After 15 seconds turn the modem back on and wait approximately 2 minutes for it to sync-up, (reconnect), whereby the ADSL/WAN Link light on the modem will become solid.
How do I do a ping test?
This step is very easy.
From your server, or the computer that is connected to the modem, click “Start” on your taskbar, located on the bottom left of the screen. Scroll up to “Run” and type “command”. A black DOS box will appear on the screen where at the flashing cursor you type “ping 203.12.22.10”
If you receive four replies saying “request timed out”, then you need to call us to do further trouble shooting.
If you receive four replies that give results similar to the output below your internet connection is working.
Reply from 203.12.22.10: bytes=32 time<1ms TTL=128
Most e-mail related problems are caused by the following:
Your POP and SMTP settings may be incorrect. These settings instruct your mail program how to send and receive e-mail from the Connexus mail server. Some anti-virus programs modify these settings and cause the mail program to stop working.
If somebody has sent you a large file attachment via e-mail, it may have caused your e-mail box to become “stuck”—whereby the large file is preventing newer e-mail messages from downloading. You can use Connexus MailWeb to download and delete the large message(s) - see here.
Similarly, if checking e-mail takes a long time (perhaps it used to be fast, but has become slower), the problem may be due to a build-up of e-mail on the Connexus server. Generally most e-mail programs should remove messages from the Connexus server once they are downloaded to your computer. However some programs don't do this, creating a build-up of messages on the server.
However, some programs don't do this creating a build-up of messages on the server.
You can use MailWeb to delete old messages.
If you are still experiencing any problems please contact the Connexus HelpDesk on 1300 133 888.
Yes. Connexus has the facility for you to securely pay your internet bills online. Simple click the MyAccount button on the top left of the Connexus Home Page, or alternatively, follow this link.
There may be an authentication issue with your Password that requires HelpDesk assistance. If you are not able to log into your MyAccounts page please call the Help Desk.
Depending on which mail program you are using the file size will vary. If you are using MailWeb the largest attachment you can send is three (3) Megabytes. (Of course this may vary according to mail server loads.)
If you are using a mail client, such as Outlook Express, you can send attachments up to twenty (20) Megabytes.*.
*Please note that mail clients, such as Outlook Express, do not like large attachments. If you need to send large files consider using programs such as winzip to compress and reduce the size of the file. See Timeout Problem When Sending Attachments.
Due to the problem of SPAM that pervades the Internet, all ISP’s limit the number of emails that a user can transmit. Connexus' limit is 50 recipients per message. If you are a Business Customer and wish to send larger numbers of messages, for example as a newsletter or bulletin to your customers, Connexus offers a "Mailing List Manager" service. Please contact a Connexus Business Consultant on 1300 851 700.
