Submit A Support Ticket
Getting Started
- Check your address if SUPA Network is available.
- Bring your own modem that’s compatible to FTTP
- Select the plan that suits your needs
- Complete the online registration
- Wait for a call back from our experts to help you set up the modem.
Setting up your Modem Router
- Plug the Ethernet cable into the Port 1of Black Box (ONT)
- Plug the other end of the Ethernet cable into the WANport at the back of your Modem Router
- Connect your laptop via wi-fi or Ethernet cable to the modem to configure.
-get your spare Ethernet cable and plug it to the LAN port at the back of Modem and the other end to the Ethernet port in your PC - Logged in to the Setup Wizard
– open a web browser and key in the default gateway
– log in to the modem interface or router settings - Go to PPPoE settings and enter the username and password we sent in your email.
Basic Troubleshooting Steps
1. Check lights on both your Router and the Black Box (ONT) – RF will display a red light unless your TV or Foxtel is plugged in.
2. Note: If any of lights in your modem does not display in green, please refer to you Router’s manual as that may indicate the issue. See our list of Modem Router’s manuals and reach us if your modem is not listed.
3. Check that your billing is not overdue, if billing is overdue you need to contact us at (support email address) as your account may have been cancelled.
4. Try another Ethernet cable to isolate the issue and ensure that cables are secure and not loose.
5. Ensure that you have entered the username and password we provided you correctly
6. Power Cycle the device a couple of times
Advanced Troubleshooting Steps
STEP 1: Power Cycle Device
- Power Cycle your device
- Press the power button on router to off
- Take out power cord
- Take out Ethernet cord
- Leave off for 30 seconds to 1 minute
- Plug Ethernet cable back into WAN port on router
- Plug power cable back into back of router
- Turn router back on
- Wait 5 minutes for router to connect to internet
NOTE: sometimes you may have to do this a few times and you will find the router will finally connect
STEP 2: FTTP Ready WAN Enabled Router
- Make sure you have an FTTP ready WAN enabled router?
- The router will usually have a WAN port on the back indicating that it is WAN enabled.
- If your router does not have a WAN port it is more than likely not an FTTP ready WAN enabled router
- We suggest to go to your nearest Technology retailer to purchase a compatible router
We find that TP-Link and D-Link are the most user friendly.
STEP 3: Ethernet Cable
- Make sure you have an FTTP ready WAN enabled router?
- The router will usually have a WAN port on the back indicating that it is WAN enabled.
- If your router does not have a WAN port it is more than likely not an FTTP ready WAN enabled router
- We suggest to go to your nearest Technology retailer to purchase a compatible router
We find that TP-Link and D-Link are the most user friendly.
STEP 4: Securing Cords
- Make sure that one end of Ethernet cable is plugged into Port 1 on the black box (ONT/NTD) and the other is plugged into the WAN/Internet Port of your router.
- Again, make sure the cables are securely in place
STEP 5: Router Settings (wireless)
- Log into Router settings using a web browser on your computer
- This information is on the bottom of your router
- Please make sure the following is in your router settings:
- Internet provider – PPPoE
- Connection Type is set to “Always On”
- WAN Type (this could also be in WAN settings) is set to Ethernet
- Username and Password is entered correctly
Once logged in go to internet settings
Please note: wording can be slightly different on each router brand but will but will be similar to the above.
•If you change any settings, make sure you press “Apply” or “Save”
•Sometimes you will connect straight away, other times you may have to power cycle device as per STEP 1 directions
If your router will not allow you connect via wi-fi please follow “Configuring Router via Ethernet Cable”
STEP 6: Last resort option
STEP 7: Checking lights
Check Black Box (ONT/NTD) lights. They should be flashing Green. The RF light is the only one that will be red if you do not have your TV or Foxtel plugged in. If any of the lights are not green, please email us at (support email address) we will log a fault and look into the issue with the black box and will contact you as soon as it is fixed. If any of your lights on your router are not green, please refer to your router user manual for guidance
STEP 8: Final Troubleshooting Step
If you have followed all of the above and are still unable to connect to the internet, we will then send out a Technician. If the issue is a network fault it will be of no charge. However, if it is to be not a Network fault and an equipment fault (e.g., faulty router) a call out fee will be applied.