Frequently Asked Questions


Some of our most common questions are answered below (click topic headings for detail). For personal assistance please contact our expert team on 1300 133 888.

The Connexus Service Status provides information regarding scheduled maintenance or upstream carrier outages. Outages are very uncommon, so we recommend turning your modem/router off for at least 1 minute then turning it back on and waiting 2 minutes to see if the problem is resolved. As simple as it sounds, this step resolves most technical problems!

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

To check your invoice, pay a bill or update your account details, simply log in to your Connexus MyAccount centre - https://accounts.connexus.net.au/, using your primary username and password. Select 'MyInvoices' , 'BillPay Contact Details', or 'CC Expiry' as appropriate.

To check your usage, simply log in to your Connexus MyAccount centre - https://accounts.connexus.net.au/, using your primary username and password. Select MyTimeCheck to see a breakdown of your usage per day.

When downloading your e-mail to Outlook or any other e-mail client, a copy of each e-mail is left behind in your mailbox on the Connexus server by default, for a period of x many days. Just like a letterbox, your mailbox on the Connexus server can become full over time, and you may not be able to receive any new e-mails. If you find that you are regularly hitting your mailbox quota, you can change the number of days that Outlook leaves a copy of the e-mail in your mailbox on the Connexus server. To set your e-mail client to remove the e-mails from the server after 3 days, simply simply follow the steps below:

Outlook

Tools -> Accounts -> Select your email account -> More Settings -> Advanced Tab -> Delivery – Set the number of days that you would like the e-mail to be stored in your mailbox on the Connexus server

iPhone / iPad

Settings -> Mail, Contacts, Calendars, Select your Connexus Account, Scroll down to Advanced, Select ‘Remove’ and choose ‘After one day’, or ‘After one week’.

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.

Connexus provides a range of solutions to meet the needs of your business. Internet connections for small and large businesses, optional built-in redundancy, domain and e-mail hosting, networking VPNs – it’s all available in a package tailored to suit your needs. For more information on the various solutions available, click here. To request a quote on a preferred solution, click here.

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.

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.

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).

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.

You can use MailWeb to delete old messages.

If you are still experiencing any problems please contact the Connexus HelpDesk on 1300 133 888.