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Need an IT whiz with a Mac and Internet connection (Bigpond)

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#1 belinda1976

Posted 10 April 2012 - 04:50 PM

Posted this in Internet & Technology also but thought I may get more traffic here.

My FIL has an Apple Mac and he's having a problem with his internet connection or the settings.

He is with Bigpond wireless so has the wireless USB connected to his computer. When he hits the green CONNECT option to connect the internet it is saying it is connected (as per usual). Problem is he can't open the internet at all, even though it's saying connected.

He's been on the phone with Telstra, Bigpond support and none of them can sort it out for him. They can send a technician out at a cost of $100 but thought if the problem can be fixed without having to pay the money it would be great.

Would anyone know what this is or has had this problem? His Mac is only 2 weeks old so he's already freaking out that problems are happening already.

Edited by belinda1976, 10 April 2012 - 04:51 PM.


Posted 10 April 2012 - 04:56 PM

Wish I could help you, but DH is the expert there. Even though the Mac is mine, when I encountered the same problem about a week after I got it it was DH who had it fixed in about 5mins maybe less.
I will check when he gets home, and if you still haven't worked it out I'll get him to tell me how he did it.

#3 .Jerry.

Posted 10 April 2012 - 05:00 PM

What browser is he using?  Can he try with a different browser or just with mail or something?

#4 belinda1976

Posted 10 April 2012 - 05:05 PM

fairyflossfart - that would be great!

Jerry, he's using Safari which is what he's been using since he got it.

Edited by belinda1976, 10 April 2012 - 05:06 PM.

#5 Bob Loblaw

Posted 10 April 2012 - 05:07 PM

I had Bigpond wireless with my Mac in Tassie and had no end of problems. I was only with Telstra because they told me that there was no other option. I had configured it according to the instructions and was told when I rang Telstra to activate the service that it should be activated in a few hours. After much frustration and hair-pulling (and more than a week without the internet) it was discovered that Telstra hadn't actually activated my connection and the problem was at their end! While I was trying to get connected Telstra intimated that it was the Mac that was the problem but it was actually their incompetence that caused the whole sorry saga.

That may be your FIL's issue, or it may be how he has the Mac configured. Due to pregnancy brain I can't help you with that, but suggest www.whirlpool.net.au which is a forum where lots of these sorts of questions are answered.

I hope your FIL finds a solution soon - in the end I complained to Telstra and they refunded some of my monthly access fees - then I jumped over to Internode once I found out I could actually connect with them!

#6 .Jerry.

Posted 10 April 2012 - 05:30 PM

If he can see the network connected in system preferences / network, then it may be a browser issue.  Can he try accessing mail using the connection?  Or install another browser and try...

#7 belinda1976

Posted 10 April 2012 - 05:44 PM

It's fixed - he rang Telstra again and apparently it was an account/password issue (or something like that).

Thanks again PP's for your advice - I'm just glad it's fixed.

#8 .Jerry.

Posted 10 April 2012 - 05:48 PM

Good to hear original.gif

#9 Coffeegirl

Posted 10 April 2012 - 07:32 PM

I'll add to this a tip for any Mac users trying to deal with Telstra.  As soon as you get the techie on the phone make sure you ask if they are trained on Macs, if not ask to be transferred.  I've found that the ones actually trained on Macs can be very helpful!  The others will try to fix it with PC solutions and will be a waste of time.

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