Support Categories
Dialup Support
Dial Up User Settings:
Dial Up Phone Number - 0198 308 020
Username format - username@hugonet.com.au
How Do I Set Up A HugoNet Dialup Connection?
Setting up a dialup connection to HugoNet is a very simple process. If you are currently signed up to a plan, please follow the instructions below. Please note that you will require Adobe Acrobat to read these files:
If you have purchased a Pre-Paid pack, please use the included setup wizard to set up your dialup and email, once you have activated your account.
Where is HugoNet dialup available?
HugoNet Dial Up is available to 99% of Australia with local call access. This means the just about anyone in Australia can sign up for HugoNet dialup and be able to access it.
Why does my connection keep dropping out (being disconnected)?
There are many reasons as to why your dialup connection may keep dropping out. Below are listed many of the most common reasons as to why a dialup session terminates unexpectedly.Call Waiting
If you have call waiting on your telephone line, you will probably be disconnected every time that someone tries to call you while you are online. This can usually be easily removed with a call to your telephone provider.
Line Quality
The 'quality' of your telephone line is of utter importance to dial up internet connections. If you have a noisy line, then you will most likely experience slow dial in speeds, as well as frequent disconnections. This can easily be tested by listening on your telephone line whilst on a call for a static noise in the background. If you can hear this static noise, then disconnect every phone and computer from the phone line, and do the same test from the 'first phone'. The first phone is usually connected to where Telstra has run the phone line to. If the line is noisy at this point, then you should call your provider and ask them to test the line.
Modem Issues
The modem and driver (the software on your PC that makes the modem work), can also cause quite a few headaches. With the wonder that is Windows Updates, the driver for your modem may be updates automatically without your knowledge or consent. If this is the case, then you can 'roll back' the driver, which might fix the problem. If you suspect the modem in your case to be the problem, then simply remove it from your system, re-boot, and re-install the accompanying software. If this does not fix the problem, then the modem itself may be faulty, or the problem lies elsewhere. Please note that modems, like any other electronic equipment, can just 'go faulty' out of the blue. Please also note that it is not uncommon for two different modems on the one line to consistently connect at different speeds. This is due to the design of the modems, and their quality.
Outlook/Express
Microsoft Outlook and Microsoft Outlook Express is another unlikely candidate for causing your computer to disconnect from the internet. There is a setting within these programs that you can set, which will tell the computer to drop the dial-up connection after it has sent or received emails. The fix for this problem is very easy and straight forward:
- Open Outlook / Outlook Express
- Go To Tools -> Options
- Click on the connection tab
- Untick "hang up after sending and receiving"
Timeout
All of our dial-up customers are limited to 4 hour sessions. After the four hours has elapsed, you will be disconnected. At this time, you are not permitted to dial back in until the 20 minute timeout has elapsed. After that time you are free to dial back in again.
How can I check how much time/downloads I have left?
Checking your download quota (and how much of it you have left), as well as how much pre-paid time you have left, is very simple. To find all this out, you must log on to your account. You can access your account from here. From there, you can scroll down and find your dial-in section. From here, click on "view time blocks". This page will show you what plan you are on and thus how much downloads (and prepaid time) you are allowed.
Under the 'usage' column, you can see how many hours and downloads you have used, for quick comparison with how much you are allowed.
How do I change my internet plan?
Changing your plan is a very simple task with HugoNet. Download an Account Modification Form from here and simply fill it out as necessary. This form will also allow you to add more email accounts, or make other changes to your HugoNet account as necessary. Once you have printed and filled this form out, simply post, fax, or scan and email it back to us. Please note that if you wish to change the speed of your HugoNet broadband connection, you may be liable for a fee for the speed change. Please contact HugoNet directly, or your nearest HugoNet reseller for the latest pricing.
How do I change my username?
To change your HugoNet username, you can either fill out an Account Modification Form and send that back to us, or give one of our handy support team members a call on 1800 424 683. Our support staff will be able to change your username for you on the spot.
