Frequently Asked Questions: NetComm Australia

You may hear reference to sername and password frequently when setting up a new ISP account or new router. Your ISP username and password can only be provided by your ISP. Only the ISP can reset your password. Please contact your ISP if you do not know your ISP username and password

Your NetComm router has its own username and password which is included the User Guide on the CD that accompanied your device. You will only require this if you are manually configuring the router or need to reset and reconfigure the device.

top

What is EasyConfig?

EasyConfig is a utility that provides a quick set up solution. If the set up stops unexpectedly and you cannot proceed past the login page, first check that you have entered the ISP username and password correctly.

top

How do I configure the modem while the firewall is enabled?

Sometimes firewalls block access to the internet during setup. Disable your firewall then follow the instructions in the Quick Start Guide to complete the set up.

More information on firewalls below:

Firewalls

Firewall, anti-virus and security programs can cause conflicts between the modem and the computer, often resulting in the the computer being unable to communicate with the modem and similar problems.

For this reason it is best to disable these programs while you are installing and configuring your router for the duration of the installation. The programs can be enabled once you have connected to the internet. If you experience problems with internet access after re-enabling these programs please refer to the programs' help guide or contact the manufacturer to configure the program so that it allows you to connect to the internet safely.

top

Where can I find additional support for my NetComm product?

The easiest way to find information about your NetComm product is to review the User Guide that accompanied the product, located in the box or on the CD that came with the product. The Knowledge Base contains many useful hints and tips on installation and configuration of NetComm modems/routers, wireless and VoIP devices.

top

How do I find the correct firmware upgrade for my NB5?

Firmware
Firmware is the operating system of your router. Firmware is upgraded from time to time to provide more features or work with an upgraded range of ADSL service providers' equipment. Most firmware can be downloaded from Support http://www.netcomm.com.au/support/. NB5 firmware is available from the Support Section.

NB5
IMPORTANT: The NB5 has several revisions requiring different firmware. The firmware is not interchangeable between revisions of the NB5. If you are looking for NB5 firmware, follow this link and the instructions on firmware upgrades.

Can I upgrade my existing NetComm product?

NetComm offers a trade-in programme to customers to upgrade obsolete or faulty products to newer models at a reduced price. Please contact NetComm Sales for more details.

top

How long is the NetComm Warranty period?

NetComm offers a standard one year warranty. Please read the NetComm Warranty Terms and Conditions in the user guide or manual that accompanies your product.

top

How do I register for a 3 year warranty?

Selected NetComm products are eligible for an additional two (2) years warranty. Please refer to the packaging that accompanies your product to confirm whether your product is eligible for Extended Warranty. You must supply the relevant warranty information to NetComm within 30 days of the original purchase by simply registering online within 30 days of purchase to receive your extension.

top

How do I obtain a Return Authorisation (RA) number?

Download and complete the Return Authorisation request form and send it and your proof of purchase via Email or facsimile 02 9424 2009

top

Is there a fee for RA items that are free of fault?

Products that have been returned to the NetComm Service Centre and are found to be fault-free may attract a service fee of $25. Please note that the cost of returning the goods to NetComm is the customer’s responsibility.

top

How do I send the goods to NetComm?

If you have supplied all of the information requested on the RA form and included a copy of your proof of purchase, the RA number will be sent to you within two (2) working days. NetComm will advise the RA number by phone, fax or email. When returning your product to NetComm for warranty repairs there is no need to return CD’s or manuals. You should only return the cables and power supply if requested by NetComm Technical Support.

The cost of transporting product safely to and from NetComm’s nominated premises is the customer’s responsibility. Registered post or reputable courier services are the recommended shipping methods when sending items to NetComm. Please note that NetComm does not accept responsibility for lost or stolen items in transit to the company.

Attn: Repair Centre
NetComm Limited
PO Box 1200
Lane Cove NSW 2066

top

How do I check on the status of my RA?

The standard turn-around time for product repairs is five (5) business days from receipt of the product. Please do not contact NetComm for the status prior to five working days. If you wish to contact NetComm for status after five working days please contact the Technical Support Centre and quote your RA number.

top

How will my product be returned to me?

The average shipping time from NetComm is 1-2 days, depending on distance from the Service Centre.

top

How do I contact NetComm Technical Support?

Send an email to NetComm Technical Support or call the Technical Support Centre between the hours of 9:00AM to 5:00PM Monday to Friday AEST.

top

What can I do before calling NetComm Technical support for assistance?

NetComm provides explanatory material in several forms to help you resolve technical problems. These include:

Manuals and User Guides

NetComm ships manuals or user guides on the CD with many of its products which explain installation, configuration and advanced features.

Knowledge Base

The NetComm On-line support page is an up to date information resource which provides technical specifications, troubleshooting tips and fixes across the product range.

Video tutorials

NetComm video tutorials can help to get your product up and running and explain advanced configuration procedures to tailor solutions for your own needs.

Learning Centre

For plain English information about network basics, please visit the Learning Centre

Glossary

Networking acronyms are demystified in the Glossary

What does NetComm Technical Support provide?

NetComm Technical Support is on hand to get you through technical problems and have you up and running as quickly as possible. Please ensure that you have your model number and ISP details ready when you contact the Technical Support Centre. Please ensure you have read the read the information that accompanies your guide.

top

Where can I find drivers/firmware for my NetComm product?

You can find drivers and firmware for selected NetComm product by entering your model number in the search box at Start Here.

Please note that some firmware may not be available due to the range of firmware options or if the firmware upgrade requires Service Centre technician to carry out the upgrade.

top