Welcome to the Sunet Support Center. Here you'll find some answers to common problems and issues that some users face when connecting to the Internet. Please note though that these are generic solutions and are not specifically tailored for your system. If you are still having problems with something after having read these help documents, feel free to email our expert support staff and we'll follow it up for you. If you only need to know the settings and values you need to feed into the computer to access a Sunet service (like the POP3 server), view the Settings page. If you need a more comprehensive guide on how to setup your computer for Sunet Internet access, please view the Online Help section of this website. You may also want information on how to access your Web space. If you are experiencing an access issue and you believe that it may be caused by a service outage within Sunet's network, please have a look at the Service Status overview page. Should the need arise you wish to speak with someone regarding your Internet connection, feel free to contact us via email or via phone.
For support enquiries, it is most helpful if you can try to follow these guidelines: - Ensure you are in front of your computer when you call. This can be by calling on a mobile, having an extension cord from your phone, or plugging a phone into the socket the modem normally uses. Obviously if you're emailing support, this doesn't apply.
- Ensure that you are aware what your username is. Your username is the first part of your Sunet Internet Email address (the part before @sunet.com.au).
- Email support if your email works. Often most queries can be handled quicker via email, and you'll have a record of suggestions made, which you can keep in case the problem reoccurs. If you think you're having trouble with email, or can send but not receive, then you should probably phone support.
- Try to be aware of both what does and doesn't work. For example, perhaps you can receive email but not send it, and the web works fine. This is extremely useful when it comes to diagnosing where the problem may lie.
- Write down the EXACT error message you are getting. For example, "Dial-Up Networking is unable to establish a dial-up connection, check your password and try again" is much more helpful than "I can't connect".
- Let support know if you or anyone else could have changed anything. For example, "It was working fine yesterday, but my son's friend was playing with it this morning."
- Specify the program you're using which is causing the problem. For example, "I try and check mail using Outlook Express and it gives the error..."
- Provide any other information which could be useful. For example, "It was working fine last night, but ever since that lightning storm, it won't dial in anymore."
By having or providing this information if requested, it should mean you spend less time with support, and more time surfing the internet! |