Zen Center

FAQs

How do I get connected?
  1. Check your address if Fiber Corp is available.
  2. Have a modem compatible to fiber to premises available and ensure that it’s not lock to any ISP.

(Our recommended modem varies from the most affordable to a higher price. Take a peek on the modem using the link below and select what suits your best. Note: prices vary overtime. We suggest that you go check your nearest technology store such as JB HiFi or Officeworks to get the latest price.

MODEM
NetComm NF18ACV (recommended)
TP Link Archer VR400 AC1200 Router
TP Link Archer VR600v AC1600 Router
UDM-Pro for 1Gbps

 

  1. Select a plan and our friendly experts will call you to complete the set-up process.

Fees

  • Just the set-up fee of $45 + the monthly plan of your choice.
What actual speed does Premium Package offer?

As advertised including during peak hours.

Which speed is right for my home: Premium or Ultimate?

Premium package is perfect for large households of 6 or more people using multiple connected devices. It offers:

  • Simultaneous working or studying from home, serious gaming, concurrent downloading and uploading of files, emails, web browsing and social media;
  • Or streaming a single Ultra High Definition/4K video, with other devices streaming HD or lower resolutions.

Ultimate package is the fastest connection for large households of 6 or more people looking to get the most out of multiple high demand devices. It offers:

  • Simultaneous working or studying from home, serious gaming with live stream capability, concurrent downloading and uploading of large files, emails, web browsing and social media;

Or streaming a single 8K video, with multiple other devices streaming HD or lower resolutions.

Can I cancel or change my plan anytime?

Yes, go to contact page, select support and provide the following:

  1. Your Name
  2. Account number
  3. Cancellation date or the plan you would like to move to
  4. Reason for cancelling (We’d love to hear from you and get your feedback to help improve our service.)

Note: Any pending bill in the account should be settled first before we can cancel the service.

Getting Started

  1. Check your address if Fiber Corp is available.
  2. Bring your own modem that’s compatible to FTTP
  3. Select the plan that suits your needs
  4. Complete the online registration
  5. Wait for a call back from our experts to help you set up the modem.

Setting up your Modem Router

  1. Plug the Ethernet cable into the Port 1of Black Box (ONT)
  2. Plug the other end of the Ethernet cable into the WANport at the back of your Modem Router
  3. Connect your laptop via wi-fi or Ethernet cable to the modem to configure.
    -get your spare Ethernet cable and plug it to the LAN port at the back of Modem and the other end to the Ethernet port in your PC
  4. Logged in to the Setup Wizard
    – open a web browser and key in the default gateway
    – log in to the modem interface or router settings
  5. Go to PPPoE settings and enter the username and password we sent in your email.

Basic Troubleshooting Steps

Please make sure you follow all the troubleshooting steps before contacting us. If the issue persists, feel free to contact us at (support email address) or call in office hours on (hotline number).
1. Check lights on both your Router and the Black Box (ONT) – RF will display a red light unless your TV or Foxtel is plugged in.
2. Note: If any of lights in your modem does not display in green, please refer to you Router’s manual as that may indicate the issue. See our list of Modem Router’s manuals and reach us if your modem is not listed.
3. Check that your billing is not overdue, if billing is overdue you need to contact us at (support email address) as your account may have been cancelled.
4. Try another Ethernet cable to isolate the issue and ensure that cables are secure and not loose.
5. Ensure that you have entered the username and password we provided you correctly
6. Power Cycle the device a couple of times

Advanced Troubleshooting Steps

STEP 1: Power Cycle Device
  • Power Cycle your device
  • Press the power button on router to off
  • Take out power cord
  • Take out Ethernet cord
  • Leave off for 30 seconds to 1 minute
  • Plug Ethernet cable back into WAN port on router
  • Plug power cable back into back of router
  • Turn router back on
  • Wait 5 minutes for router to connect to internet

NOTE: sometimes you may have to do this a few times and you will find the router will finally connect

STEP 2: FTTP Ready WAN Enabled Router
  • Make sure you have an FTTP ready WAN enabled router?
  • The router will usually have a WAN port on the back indicating that it is WAN enabled.
  • If your router does not have a WAN port it is more than likely not an FTTP ready WAN enabled router
  • We suggest to go to your nearest Technology retailer to purchase a compatible router

We find that TP-Link and D-Link are the most user friendly.

STEP 3: Ethernet Cable
  • Make sure you have an FTTP ready WAN enabled router?
  • The router will usually have a WAN port on the back indicating that it is WAN enabled.
  • If your router does not have a WAN port it is more than likely not an FTTP ready WAN enabled router
  • We suggest to go to your nearest Technology retailer to purchase a compatible router

We find that TP-Link and D-Link are the most user friendly.

STEP 4: Securing Cords
  • Make sure that one end of Ethernet cable is plugged into Port 1 on the black box (ONT/NTD) and the other is plugged into the WAN/Internet Port of your router.
  • Again, make sure the cables are securely in place
STEP 5: Router Settings (wireless)
  • Log into Router settings using a web browser on your computer
  • This information is on the bottom of your router
  • Please make sure the following is in your router settings:
  • Internet provider – PPPoE
  • Connection Type is set to “Always On”
  • WAN Type (this could also be in WAN settings) is set to Ethernet
  • Username and Password is entered correctly

Once logged in go to internet settings

Please note: wording can be slightly different on each router brand but will but will be similar to the above.

•If you change any settings, make sure you press “Apply” or “Save”

•Sometimes you will connect straight away, other times you may have to power cycle device as per STEP 1 directions

If your router will not allow you connect via wi-fi please follow “Configuring Router via Ethernet Cable”

STEP 6: Last resort option
PPPoE Direct Connection. This is last resort option and will confirm where the issue is. This may indicate there might be a black box or router issue. If you cannot connect direct through black box go to STEP 7. If you can connect direct to black box that will indicate there is a router issue which you will have to contact your router manufacturer to see if it is faulty or some unknown settings may need to be changed to connect. Please follow PPPoE Direct Connection Guide
STEP 7: Checking lights

Check Black Box (ONT/NTD) lights. They should be flashing Green. The RF light is the only one that will be red if you do not have your TV or Foxtel plugged in. If any of the lights are not green, please email us at (support email address) we will log a fault and look into the issue with the black box and will contact you as soon as it is fixed. If any of your lights on your router are not green, please refer to your router user manual for guidance

STEP 8: Final Troubleshooting Step

If you have followed all of the above and are still unable to connect to the internet, we will then send out a Technician. If the issue is a network fault it will be of no charge. However, if it is to be not a Network fault and an equipment fault (e.g., faulty router) a call out fee will be applied.