If the customer shows connected however they are unable to browse, try taking the
following steps:
1. Make sure customer is not working offline. To do this, click on File in your
web browser and make sure Work Offline is not ticked. This is the same for both
IE and Firefox.
Figure 1. Make sure Work Offline is not ticked.
2. Check / remove proxy. If a customer has a proxy server listed, it may hinder
access to the internet. In Firefox, to remove the proxy, go to 'Tools' and down
to 'Options' which will open the window as seen below.
Figure 2 Firefox Options Menu
Next, click on the 'Settings' button to the right which will display the window
shown below.
Figure 3 Fire Fox Connection Settings Window.
Make sure that the 'Auto-detect proxy settings for this network' is checked and
click on OK.
To do this with Internet Explorer (IE), click on 'Tools' then 'Options' which will
display the window shown below.
Figure 4 IE Internet Options Page
Next click on 'LAN Settings' on the bottom right to pop up the Local Area Network
(LAN) Settings page as shown below.
Figure 5 IE Local Area Network (LAN) Settings Page
Make sure all three boxes are 'un ticked' and click 'OK'.
2. If the customer still cannot browse we may need to try clearing the browsers
history. To do this in Firefox, click on 'Tools' then 'Clear Private Data…' which
will display the page below.
Figure 6 Firefox Clear Private Data window
Tick all boxes apart from the 'Saved Passwords' box and click the 'Clear Private
Data Now' button.
To do this in IE click on 'Tools' then 'Internet Options'.
Figure 7 IE Internet Options
Go through each 'Delete Cookies', 'Delete Files' and 'Clear History' buttons to
clear the private data. Next click on the 'Advanced' tab in the top right hand corner
and click on 'Restore Default Settings' in the bottom left as shown below. Once
done, click on 'OK' and try to browse.
Figure 8 IE 'Advanced Tab' in the Internet Options
If you continue to have issues browsing the internet, please contact our Customer
Service at 1800 GOTALK or 1800 468 255 and they will be happy to assist you further.