Wireless Broadband Troubleshooting Guide

If you are receiving the error 'SIM not found', 'SIM not detected' or 'SIM registration failed', please follow these steps to resolve the problem;

1. Make sure that you have inserted the SIM card correctly.
   1. The SIM tray is located on the top of the modem, near the USB connection. Slide out the silver tray to locate the SIM.
   2. The SIM should fit into the tray with the gold chip facing down.
   3. Ensure that there is nothing obscuring the SIM card and that the SIM is free from dust or dirt.
2. Ensure that the SIM card has been activated.

If you have confirmed that the SIM is stored inside the modem correctly and that your account is active, but you are still experiencing the same problem, please contact our customer service on 1800 GOTALK (1800 468 255).

If you are receiving an error 'data card not inserted' when starting the modem software, follow the below steps to resolve the problem.

1. Close the USB modem software. Remove the USB modem from the computer for more than 10 seconds, reconnect the modem and open the software again. If you continue to experience the same problem, proceed to step 2.
2. If you are using Windows Vista or Windows 7 operating systems, this problem may be occurring due to User Account Control restrictions. If the User Account Controls are enabled, a window will pop up asking you to allow access for this program to run. This window will look similar to the below.
   
   
   You must click 'Yes' to ensure the program has sufficient access. Please note that this window may appear more than once. If you have allowed the program but still experience the same problem, please continue to step 3.
3. If the problem is ongoing, the software could be restricted by your computer's Anti virus software. Ensure that all anti virus and firewall software have been configured to allow the gotalk Wireless Broadband connection. If you require assistance removing these restrictions, please contact your Anti Virus software supplier or local computer technician.

If you are still experiencing this problem after you have reconfigured your anti virus software, please contact our customer service team for further assistance.

If you receive an error during connection or whilst starting the 3G modem software that consists of only question marks, this indicates a problem with the software installation. You will need to uninstall and reinstall the software to resolve this problem.

To uninstall and reinstall the software, please follow the below steps;

1. Remove the 3G modem from your computer.
2. From the start menu, go to 'Control Panel', and then open 'Add / Remove Programs'.
3. Locate the '3G USB Modem' in the list and click 'Remove'. Wait for the software to uninstall then you may be required to restart your computer in order for the changes to take effect.
4. Reinsert the 3G modem into your computer and wait for the program to run the Installation Wizard. Click here to open the Installation Walkthrough.
5. If you still experiencing this problem after you have reinstalled the 3G modem's software, please contact our customer service team for further assistance.

If your service shows 'disconnected' after you click on 'Connect' there may be some problems with the way your device is configured.

To check the way your device is configured:

• On the 3G Modem's software, click 'Settings'
• Then on the right side, click 'Connection'
• Ensure that your device is configured as follows (see figure 1 below):
  • Connection Name: Gotalk
  • Phone number: *99#
  • APN:purtona.net
  • Authentication type: CHAP
• Set this connection type as default and then click Save.

Once you have saved this profile, click 'Home' on the top left of the software and then click 'Connect'. If you continue to experience the same problem, proceed to step 2.

Check your signal strength, this is shown below the 'Connect' button. If this is too low, you may need to try adjusting the position of the dongle. Interference can be caused by large electrical devices (televisions, stereo etc) and signal strength may be limited in concrete areas (parking lots, basements). Try moving away from these devices or locations to avoid interference. It can be beneficial to purchase a USB extender cable so that you can try positioning the USB dongle in different areas to try and obtain a stronger signal.

If you have found that your signal strength is still low after moving away from electrical devices, please click here to check your network coverage. If you have sufficient network coverage in your area and are still experiencing poor signal strength, please contact customer service.

If the 3G modem shows 'connected' but you are unable to browse any website, follow the below steps.

1. Try visiting a different website.
2. Make sure that your browser is not working offline. To do this, click on File in your web browser and make sure Work Offline is not ticked.

3. Ensure that your browser is not using a Proxy server. If you are using a proxy, it may hinder access to the internet.
   
   For Firefox users, click here
   For Internet Explorer users, click here
   
   Firefox
   
   To remove the proxy, go to 'Tools' and down to 'Options' which will open the window as shown below.
   
   
   
   Next, click on the 'Settings' button to the right which will display the window shown below. Make sure that the 'Auto-detect proxy settings for this network' is checked and click on OK.
   
   
   
   If you have removed the proxy server and are still experiencing the same problem, please proceed to Step 3.
   
   Internet Explorer
   
   To remove the proxy, click on 'Tools' then 'Options' which will display the window shown below.
   
   
   
   Next click on 'LAN Settings' on the bottom right to pop up the Local Area Network (LAN) Settings page as shown below.
   
   
   
   Make sure all three boxes are 'un ticked' and click 'OK'.
   If you have removed the proxy service and you are still having the same problem, please proceed to step 4.
   
   
4. If you are a Firefox user, click on 'Tools' then 'Clear Private Data…'
   
   • Tick all boxes apart from the 'Saved Passwords' box and click the 'Clear Private Data Now' button.
   • If you are an Internet Explorer user, click on 'Tools' then '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.
   • Once you have completed the above steps, close and re-open your internet browse and try visiting a website.
   • If you are still experiencing the same problem, please contact our customer service for further assistance.

If you feel that your wireless broadband speed is slow, please follow the below steps.
Run a speed test – visit www.speedtest.net and follow the instructions to run a speed test. Compare your results to our to determine if your speed is running slower than expected.

1. Check your signal strength, this is shown below the 'Connect' button. If this is too low, you may need to try adjusting the position of the dongle. Interference can be caused by large electrical devices (televisions, stereo etc) and signal strength may be limited in concrete areas (parking lots, basements).
2. Try moving away from these devices or locations to avoid interference. It can be beneficial to purchase a USB extender cable so that you can try positioning the USB dongle in different areas to try and obtain a stronger signal.
3. Run an Anti-Virus and Spyware scan on your computer. Viruses and spyware can consume bandwidth therefore can slow down the internet connection. If you do not have any antivirus or Spyware program installed, or you are unsure how to run this software, please speak with your preferred computer technician for additional support.

If you have followed the above steps and are still experiencing slow speed, please contact our customer service team for further assistance.

If you are experiencing drop outs or your service is frequently disconnecting, please follow the below steps.

1. Check your signal strength, this is shown below the 'Connect' button. If this is too low, you may need to try adjusting the position of the dongle. Interference can be caused by large electrical devices (televisions, stereo etc) and signal strength may be limited in concrete areas (parking lots, basements). Try moving away from these devices or locations to avoid interference. It can be beneficial to purchase a USB extender cable so that you can try positioning the USB dongle in different areas to try and obtain a stronger signal.
2. Try to uninstall and reinstall the device, please follow the below steps;
   • Remove the 3G modem from your computer.
   • From the start menu, go to 'Control Panel', and then open 'Add / Remove Programs'.
   • Locate the '3G USB Modem' in the list and click 'Remove'. Wait for the software to uninstall then you may be required to restart your computer in order for the changes to take effect.
   • Reinsert the 3G modem into your computer and wait for the program to run the Installation Wizard. Click here to open the Installation Walkthrough.

If you still experiencing dropouts or frequent disconnections of the service after you have reinstalled the 3G modem's software, please contact our customer service team for further assistance