Business IT Support Sydney - 100% Australian Owned and Operated

So, your internet is playing up. You've run Speedtest, you've called your ISP, and still it's crawling along at a frustrating 5 Mbps (or slower!) - even at 3am!

Before you pull out your remaining strands of hair, go through our internet troubleshooting check list to make some sense of the situation and know where you stand.

As with all troubleshooting, there's a methodology, and the key thing is that you start from the inside and work your way out.

If the steps here don't work then give us a call, and we'll help from there.

  • Restart everything; your computer, the modem, everything - just because that's what IT people tell you what to do, and it sometimes works
  • Use multiple computers to test the wifi, in case one has a hardware issue
  • Connect a computer to your modem with an ethernet cable. You may need an ethernet adapter, as most laptops don't come with them these days
    • If ethernet doesn't work then it's your modem or service, so contact your internet service provider (ISP)
    • If ethernet works then the issue is your wifi, so continue the troubleshooting
  • If you're on a Mac then buy WiFi Explorer or get the free Wifi Explorer Lite from the App Store, and if you're on Windows then download Wifi Analyser, to examine the wifi network
  • There are 2 wifi network radio ranges
    • 2.4 GHz: the older standard with slower speeds but longer reach, which tends to be crowded
    • 5 GHz: the newer standard with faster speeds but shorter reach, which tends to be empty
    • NB: 5 GHz WiFi is not the same as the mobile 5G network
  • If the network is crowded
    • Change the wifi channel (this will need to be done on the modem)
    • Change to 5 GHz (and change the wifi channel there too, if needed)
  • If that doesn't work then move the modem to another location entirely
  • If all that doesn't work then it's likely a hardware issue

Domains, DNS (Domain Name Service), and hosting are the backbone of everything you see and do on the internet. Without these there is nothing. We explain what each of these do, in simple terms.

Domain

Your domain name is how you're identified on the internet. Examples include apple.com and netflix.com.

Domain names are purchased and periodically renewed (typically every year) via a registrar.

DNS

DNS (domain name service) is like your lisitng in a phone book, which lists your name, then shows your phone number and address.

DNS is the same for your domain. It tells computers where your emails and website can be found.

Hosting

Hosting is like your actual phone number or your physical house. This is where telephone calls go to and a map will take you.

There are several types of hosting, but email and web site hosting are the two most common types.

Exchange is ubiquitous for email hosting, and it enables the creation of shared calednars. Once your IT department has created a shared calendar you can follow these steps to add it to Outlook on your Mac.

The calendar will appear in the calendars part of Outlook, under "Subscribed Public Folders".

Windows Media (WMV) files is a video format developed by Microsoft. It doesn't play natively on Macs, so download and install VLC player to playback WMV and many other video formats.

3CX is a powerful, flexible PBX used across businesses. If you've recently moved to 3CX - especially from a clunky on-premise PBX - you will be impressed by it's features and the new ways it lets you work.

Yealink Handsets

We ship and support Yealink handsets. Shown below is the Yealink T46. Other handsets will vary in layout, but the buttons work the same.

Make a call
> dial number
> for speaker: press Send or OK
> for handset: pickup the handset

Answer a call
> for speaker: press OK
> for handset: pickup the handset

End a call
> press End Call or replace the handset

Mute (they can't hear you)
> press Mute

Hold (neither party can hear)
> press Hold to hold call
> press Resume to pickup call

Do Not Disturb (your phone won't ring)
> press DND

Transfer
> press Transfer
> dial number to transfer to
> press Send

3CX iOS & Android App

The 3CX app in included with 3CX, is the perfect companion to your handset. Use it when you're on the road or as a replacement for a desk phone.

Setup
> download 3CX app (iPhone or Android)
> login to 3CX webclient (see email)
> allow access to mic, camera, address book
> scan QR code from webclient Settings

Incoming calls
> uses the same extension as your desk
> member of the same queues

Outgoing calls
> works exactly like your desk phone
> outgoing calls display your work number
> calls between extensions are free

Hold, transfer, mute
> these actions are available while on a call

Queues
> log in and out of queues with the Q button
> white: logged in
> grey: logged out
> this applies to all queues

Do not disturb (and other statuses)
> change your status with the Status button
> this changes your status everywhere

Unregister (when back at your desk)
> deactivate app when not needed
> options > settings > accounts
> check or uncheck the blue box
> the change will take a moment to register

Want more? Another great place to get information is the official 3CX quick reference guide to get your and your staff going.

3CX-Quick-Reference-GuideDownload

Exchange can be overly-enthusiastic when marking mail as junk. You can train it to stop doing this:

This should have the effect of whitelisting the sender, so future emails shouldn't go to junk.

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