- Support Articles
- Frequently Asked Questions
My service is very slow and I’m not getting any websites loading during the day but after 1am it works fine.
Have you checked your latest data usage to see if you have peak data left? This type of problem sounds like you have used up all your peak usage. You can easily check this if you log into your MyIPSTAR portal and click in ‘my current usage’.
My NTD (NBN modem) is displaying a blue/orange light but I have no internet.
This should be a simple fix, all you will be required to do is turn off your NBN NTD (modem) and then turn off your wireless router, after 10 seconds turn on your NBN NTD first then once you see the orange circle light come on then switch on your wireless router.
My NTD (NBN modem) is displaying a white light the internet just stopped working how can I fix this?
When you see a white light on your NBN NTD this means that the modem is having trouble logging into the NBN network, if you have tried turning off the NBN NTD already and you are still getting a white light please call our support team for further support on this matter on 1300 464 778.
My NTD (NBN modem) is displaying a red light and I have no internet.
To fix the red light issue with the NBN NTD you will need to turn off your modem, then wait 10 secs and then turn it back on, this usually fixes the red light issue. If you are still having trouble with the NBN NTD please call our support team for further support on this matter on 1300 464 778.
I was supposed to get a free month and it does not seem like I have received my free month yet. When will I get my free month?
If you are a on a 12 month contract, your free month will be placed on your first or second invoice with us, if you are on a 24 month you will receive two free months one in your first or second invoice and the second free month will be in your 13th month If you would like our friendly staff to confirm this for you please call us on 1300 464 778.
I have no internet connection after I tried to reset my router because I thought it was not working right but it’s no longer showing me a blue light on the NBN modem just an orange light.
This may mean that you have factory reset your router, if your router needs to be setup or if you are on a Fixed Wireless/Fixed Line service you will need to contact our team to help you put the settings back in. Please note if you see the NBN modem is also flashing between orange and blue this could also be a similar issue so please give our support team a call on 1300 464 778 and we can help you through it.
Having trouble plugging in your new router?
If you would like help on connecting to your own router you may follow this link http://ipstarsandbox2.wpengine.com/support/how-to-connect-your-router-to-the-ipstar-modem or just simply call our support team on 1300 464 778.
I have used up all my peak usage now what can I do?
As a customer you do have your own self service portal you can check, if you know your login details you can browse to the MyIPSTAR portal and as soon as you log in you will see how much data you have used, checking the portal will give you the most accurate reading on how much data you have used which is updated hourly. If you are on an eligible plan you may also like to check out data blocks which will give you that little bit extra if you do run out of data earlier than expected.
How do I check what data blocks are available?
In order to check you can log into your MyIPSTAR portal and then select data blocks from the menu on the left hand side, you will be prompted then to choose one of the data blocks available, you will then be prompted to re-enter your password to confirm you want to go ahead with the data block and then the block will active with in 30 mins.
Email not sending after switching to IPSTAR?
Please note that if you have an alternate email address from a previous provider/telco your email maybe required to change the outgoing server on your computer/devices to work with IPSTAR. If you do have an email address which is not an IPSTAR email address and you need a little extra help please call our support team on 1300 464 778.
Email attachment size limits
It’s good to be aware that if you are using IPSTAR to send your emails you will need to restrict your attachment file sizes to a maximum of 10 Mb, if you exceed this it will simply not send your email through as it will be too large to send through.
What is the difference between Pop Email and IMAP Email?
POP3 downloads email from a server to a single computer, then deletes it from the server. IMAP is better if you need to share emails, such as a work laptop, a home computer, or a tablet, smartphone, or other mobile device
Does IPSTAR have any options for parental controls?
We do not offer parental controls. You will need to refer to your device manuals/online guides or support lines so you can check to see if that device can be setup with parental controls.
Some example of devices which can contain parental controls are:
- Game consoles – PlayStation, Xbox and Nintendo – please refer to the on screen settings of the console as it will take you through the steps to setup parental controls.
- Computers – PC’s, Laptops for both Windows, Linux, MAC and android operating systems – parental controls can be set depending on the program you use. Please refer to online guides or contact the support lines to check this option.
- TV’s – Most TV’s/Smart TV’s have parental controls built in please refer to the user manual to set this up or check with the manufacturer to see if these is an option.
- Blue ray/DVD players, digital set top boxes and smart devices like Chromecast/Apple TV – you will need to refer to the user manuals or online guides to see if these devices can do parental controls. It depends on the technology and software installed on the device which will determine if parental controls can be setup through that particular device.
Does streaming video content through Netflix, STAN, Foxtel, YouTube, YouTube Kids use a lot of internet usage?
Sure does, please be aware that any video source used over the internet usually can use anywhere from a few hundred Mb’s to Gb’s per hour.
NBN has a very helpful review on most video services and how much data they use on an average scale please click the link to view their article. https://www.nbnco.com.au/blog/entertainment/how-much-data-does-streaming-video-movies-and-tv-use.html
How can I reduce YouTube video quality so I can save data?
To give you the best viewing experience possible on your computer, YouTube adjusts the quality of your video stream from standard definition (such as 240p or 360p) to high definition (720p or 1080p), based on the speed of your internet connection (bandwidth). This is why you may notice that the quality of your video changes as you watch videos.
Here are some other factors that determine video quality:
- Video player size: By default, the quality setting will be on “Auto” and YouTube will use the highest quality based on your video player size.
- Quality of the original uploaded video: For example, if the video was recorded in standard definition, it will not be available in high definition.
Change video quality
Change the video quality by going to Settings in the corner of the video player, and selecting your preferred quality.
On mobile devices, adjust quality settings by tapping Menu , then Settings . This option isn’t available on all devices (e.g. TV/game consoles), or connections (e.g. iOS on a cellular network).
Note that choosing lower video quality (such as 240p and 360p) will make videos start more quickly. The video player will remember this for future playbacks.
Reference from (https://support.google.com/youtube/answer/91449?hl=en)
Can I save YouTube videos for later? Or to an external SD/hard drive? Please note for this option you may require a subscription to YouTube Red service which is a paid service.
Download YouTube videos to an SD card
You can download certain YouTube videos to an SD card or to your phone’s internal memory.
Download videos to your phone’s SD card
To make sure that videos you’ve downloaded are stored on an SD card, install an SD card on your phone if there isn’t one already. When you have an SD card in your phone, follow the instructions below.
Save to SD card by default
- Go to Menu at the top of your screen.
- Tap Settings.
- Select Downloads.
- Toggle on Use SD card(Save videos to the SD card).
If you don’t turn on SD card use, your videos will save to your phone’s internal memory.
Make sure that there’s enough space available on the SD card to save your video.
Download videos to SD card
- Go to the video you’d like to save to your SD card.
- Tap the Download button below the video, or select Download from a video’s Menu . The Download button will appear blue below the video once it has been downloaded.
If your device loses connectivity while you’re downloading a video or playlist, your progress will resume automatically when you reconnect to a mobile or Wi-Fi network.