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3G Wireless Mobile Broadband FAQ

Questions

General Information

Setup and Installation

Equipment

Troubleshooting and Diagnostics

Billing and Statistics

What is 3G Wireless Mobile Broadband?

Mobile Broadband is a wireless internet service. It is available in 96% of Australia and is expanding to cover 98% within the next few years. This means you can connect virtually anywhere to the internet using a laptop with your own personal internet connection.

Highway 1 supplies you with a USB modem and SIM card. The USB modem communicates with the same infrastructure used by mobile phones. This can be plugged into your computer (desktop or laptop and you then have internet access wherever you can receive a signal.

Should I cancel my ADSL service and just use mobile broadband?

We recommend that the mobile broadband service is used as a complimentary service to your ADSL fixed line service. Mobile broadband enables you to use the internet when you are out of your office or home.

Do you use your own mobile towers?

Optus provides our mobile tower infrastructure. By utilising the strength and coverage of the Optus network, Highway 1 can focus on providing great customer service and offer very competitive pricing.

What does HSDPA mean?

HSDPA stands for High Speed Data Packet Access, which is the high bandwidth protocol used by the USB modem to communicate wirelessly with the internet. HSPDA has evolved from the GSM protocol used by most mobile phones.

What speeds can I expect with Mobile Broadband (HSDPA)

Speeds vary based upon signal strength and the type of network available in your area. In metro areas customers can connect at up to 7.2Mbps. Download speeds vary significantly but 1.5Mbps is not uncommon.

Do I get a separate download and upload allowance?

No. Your monthly data quota is a total of both downloads and uploads. Be sure to turn off any programs that download or upload lots of data without your knowledge. We recommend removing the modem when it is not needed just to be sure.

What is the difference between NextG and HSDPA?

Both are 3G Mobile broadband services. NextG is Telstra's branding for their 3G service.

Will you be offering modems faster than 7.2Mbps?

Yes, when they become available.

What equipment do I need?

You will need a computer (desktop or laptop) with a USB port.

What software do I need?

We will supply you with the software required to operate the USB modem. The software is supported for operation on:

Can I test out the service before committing?

We offer a 5 day return policy if you do not receive ANY signal. We also offer a loan service (subject to availability) for customers who need to test or are transitioning between other Highway 1 ADSL services.

Can I make voice calls or send SMS messages with this service?

No.

What is the difference between SOHO and Business mobile broadband?

There are currently no differences between these products.

Can I connect to a VPN using the mobile broadband device?

Yes, you can connect to a VPN although you will need to supply your own software and configuration to do this.

Setup and Installation

How do I install the modem?

Microsoft Windows

If you would prefer to download a graphical installation guide please click here (PDF Windows Install).

  1. Insert the USB modem into your computer.
  2. The software installation may begin automatically. If it does then skip to step 7. If not then complete then go to step 3.
  3. This will create a new drive on your computer
  4. Open Windows Explorer and find the new drive. It will be called "Wireless BB"
  5. Double click "Autorun.exe"
  6. This will start the program installation
  7. Click Next (Wireless Broadband Setup)
  8. Review the License Agreement and then Click I Agree (License Agreement)
  9. Click Next (Install Location C:\Program Files\Wireless Broadband)
  10. Click Install
  11. Click Finish
  12. Click Start\Program Files\Wireless Broadband\Wireless Broadband
  13. The SP Code Prompt will appear, type in 357I4 (Three, Five, Seven, Igloo, Four)
  14. The Wireless Broadband program will appear. Click Connect
  15. All Done

Apple Mac OS

  1. Insert the USB modem into your Mac
  2. This should mount a new volume called "Wireless BB" on the desktop
  3. Double click on the "Wireless BB" icon on the desktop to open (or select the volume in a Finder window)
  4. Run the installation program "Wireless Broadband"
  5. The introduction step recommends that all other applications are closed before installation, then click "Continue"
  6. Review the software license and then click "Continue" and then "Agree"
  7. To continue the installation to the volume specified click "Install", other click "Change Install Location..."
  8. When prompted, enter a user and password and click "OK" to allow changes to be made to the computer
  9. Click "Close"
  10. The "Activate SP" dialog will appear, type in 357I4 (Three, Five, Seven, Igloo, Four) and click "OK"
  11. The "Wireless Broadband" application will open (running from the "Applications" folder). Click "Connect"
  12. When prompted, enter a user and password and click "OK", to allow the internet connection to be started on the computer.
  13. All Done

What is the SP Code?

The SP (Service Provider) Code identifies to the mobile network what provider you are using. Our SP code is 357I4 (Three, Five, Seven, Igloo, Four)

What is the security PIN?

The security PIN protects the USB Modem and Sim being from unauthorised use. Your PIN is 4 digits and set to the number supplied on your application form.

Can I change the PIN?

Yes, please follow these steps:

Microsoft Windows

  1. Please ensure that the Wireless Broadband program is running.
  2. Click Tools -> PIN Operations -> Modify PIN
  3. Enter the current PIN
  4. Enter the new PIN
  5. Verify the new PIN by entering it again
  6. Click OK

Apple Mac OS

  1. Please ensure that the Wireless Broadband program is running.
  2. Click Manage PIN > Modify
  3. Enter the current PIN
  4. Enter the new PIN
  5. Verify the new PIN by entering it again
  6. Click OK

Can I turn the PIN off?

Yes, although we recommend that you leave it on for security purposes.

Microsoft Windows

  1. Please ensure that the Wireless Broadband program is running.
  2. Click Tools -> PIN Operations -> Disable PIN Verification
  3. Enter your current PIN
  4. Click OK. The PIN is now disabled

Apple Mac OS

  1. Please ensure that the Wireless Broadband program is running.
  2. o Manage PIN > Deactivate
  3. Enter your current PIN
  4. Click OK. The PIN is now disabled

How do I automatically enable the modem when I connect to the internet?

Windows users please follow these steps:

  1. Please ensure that the Wireless Broadband program is running.
  2. Click Tools -> Options
  3. Check "Launch on Windows startup"
  4. Check "Minimise window on startup"

Equipment

What are the exact specifications of the modem supplied with the 24 month contract?

Huawei E169 USB Modem

Huawei E160e USB Modem

2.5G - GSM - 40Kbps
2.75G - EDGE - 200Kbps
3G - WCDMA - 384Kbps
3.5G - HSDPA - 3.6-14.4Mbps

The modem supplied with the Highway 1 Mobile Broadband service can connect up to 7.2Mbps but will fall back to lower speeds where this higher speed is not available.

Can I get a better signal strength with an antenna?

This depends upon your location. Some customers experience better reception with an aerial.

Where can I buy an antenna for the modem?

Highway 1 do not sell antennas for our modems however these can be purchased from:

The modem also stores files. How much storage does it have?

The modem has approximately 12MB after all software is installed. It does have a Micro SD slot for you to expand the storage to several Gigabytes.

I have my own modem can I use this service?

Yes, please check the "BYO Modem" on the application form.

Can I bring my own SIM?

No, we will supply you with a new SIM.

Can I use this service outside of Australia?

No, you cannot roam internationally with this service.

If I lose the SIM or modem, what should I do?

Please contact the service desk immediately on 1300 139 550 or at support@highway1.com.au so we can disable the service. Failure to report a lost or stolen device may result in you incurring excess charges if someone else decides to use the device.

Can I get a replacement?

Yes. The pricing for replacement equipment is available in the Highway 1 Service Pricing Schedule

Do you offer insurance against lost or stolen equipment?

No, please keep your modem safe.

Troubleshooting and Diagnostics

The software is installed but I cannot connect to the internet (For Microsoft Windows users)

Microsoft Windows

  1. Please ensure that the Wireless Broadband program is running.
  2. Within the Wireless Broadband program click the "Connect" button
  3. At the bottom of the Wireless Broadband program there are two pictures which state how strong the mobile signal is (Antenna) and if you are receiving data (Computer).
  4. If you have no bars (or low bars) next to the antenna picture then you have no signal. Please try moving to a different location to gain a better signal.
  5. If the computer picture has a red cross next to it then you are not yet connected to the mobile broadband network. Click the Connect button.

Apple Mac OS

Please check your WiFi connection. This may need to need to be disabled to make a wireless broadband connection.

My mobile broadband internet connection is slow

This can be due to many reasons.

  1. You are in an area with low signal strength. Please move to an area where you would be unobstructed by significant structures and thick walls. You may want to invest in an antenna to improve your signal strength.
  2. You may be connected to a lower speed network like WCDMA, EDGE or GSM. The device will roam onto different networks to find the fastest available. HSDPA is the fastest currently available.

I cannot get any signal?

If you received a signal previously there may be an issue with the local cell tower or some kind of interference. Try and identify any changes or any electrical devices that may be causing your signal loss. Please call our service desk on 1300 139 500 if you continue to experience connection issues.

If you have only just received your modem and have not been able to connect to any mobile broadband service please call our service desk 1300 139 550.

How do I reinstall the software?

Please follow the initial setup installation instructions here.

The E169/E172 modem has different colour lights. What do they mean?


ColourStatusMeaning
GreenBlinking (on for 100ms and off for 100ms; then on for 100ms and off for 2700ms)The E169 is powered on.
GreenBlinking (on for 100ms and off for 2900ms;)E169 is registered to the GPRS (GSM/GPRS/EDGE) network.
BlueBlinking (on for 100ms and off for 2900ms)The E169 is registered to a UTMS (WCDMA/HSDPA) network.
GreenOnThe E169 is connected to a GPRS network.
BlueOnThe E169 is connected to a WCDMA network.
CyanOnThe E169 is connected to a HSDPA network.
BlackOffThe E169 is removed.

Can I upgrade the software on the modem?

Yes, although this is not supported by Highway 1.

I have flashed my modem with new software from the manufacturer and now it does not work.

We recommend that you try and restore the previous version of software. If this does not work you will need to purchase a replacement.

Where can I find a copy of the quick start guide originally supplied with the modem?

There is a copy available on you computer with the installed software. Please look in the start menu under "Mobile Broadband" and click on the PDF called User Manual.

You can also download it from our website here.

I have deleted the software on the modem. Where can I download it?

Please contact our Support Team for instructions and software form the Huawei E160e or Huawei E172 USB modems.

The installed software allows for the sending of SMS Messages but I cannot send any.

The service we offer does not currently allow the sending or receiving of SMS messages.

Can I use the USB modem on different computers?

Yes, there is no limit to the number of computers you can use the modem on but you will need to run the installation on each computer.

I want to network the mobile broadband device so several computers can use it at once. Can I do this?

Yes this can be done with a 3G HSDPA router. Netgear, Billion and Cisco offer these types of devices. Some you can plug the USB modem directly in to the router.

Can I take the SIM out of the supplied USB modem and use it in another 3G capable device like a laptop?

Yes, although we cannot provide official support for these devices.

Billing and Statistics

How much will it cost to change from one plan to another?

The plan change fee is $15.00

If I change plans will that extend my contract period (If I am on a 24 months contract)?

No, your contract will expire on your original date.

When will the upgrade/downgrade take effect? Immediate or the next billing cycle? (eg. If I call up 1 week into my 300Mb plan and upgrade my plan to 2GB).

The change takes affect on the 1st of the month.

Where can I view my usage statistics?

Please log into the Mobile Broadband Usage Tool.

Why are the statistics on the modem software different from those on the Highway 1 Statistics pages?

The statistics program displays information relating to the connection session on that computer. If you move to another computer then this information will be unique to this new computer and will not be a cumulative total. Statistics available on the Highway 1 website are authoritative and will be used for billing.

How do I get billed for my excess charges?

We will automatically debit your credit card or bank in the first week following the month when the excess charges were incurred.

Do I get notified when I have used my pre-paid quota?

Yes, we will send you an email once you have used your pre-paid quota and will incur excess charges.

When does my monthly quota get reset?

Your quota gets reset at 23:59:59 GMT+10 (Eastern - Sydney) on the last calendar day of each month.

Can I pay by cheque or invoice for this service?

No unfortunately not. To be able to deliver low monthly plans and excess rates we need to bill efficiently as possible.

If you are an existing Highway 1 customer with other "pay on invoice" services we can bundle this service together.

Do you offer a shaping plan instead of an excess base plan?

No, we do not currently offer any shaping plans.

Do you offer a pre-paid (recharge) type plan?

Not currently but we have plans to introduce these plans. Please contact our service desk to register your interest.

I would like a static IP address, can I get one?

Yes, if you are applying for a new service please check the Static IP Address option on the application form. If you are an existing subscriber please contact the service desk on 1300 139 550 to enable a static IP for your service. A static IP costs $6.60 per month. The static IP feature is not available on Mobile Broadband 1 plans.

Can I set the reverse DNS on my static IP address?

Yes, please contact the service desk on 1300 139 550 to set your reverse DNS address. This service costs $2.20 per month and requires a static IP feature enabled.