4. Congratulations, you are now on your way to a world of faster internet!
With your newly-installed Maxis Fibre Internet, you will enjoy faster
downloads, enhanced online shopping, smoother video streams, seamless
gaming and more. Do all these on your favourite smart devices, anywhere in
your home.
Need to stay close to your family and friends? Then you’ll love the free Voice
package with call credit that lets you call anyone you like, wherever they are!
Enclosed in this welcome kit is the quick start guide to assist you. For call
charges after you deplete your free Voice call credit, Frequently Asked
Questions and Terms and Conditions, visit maxis.com.my/fibre or call
1800 82 4663.
Thank you for your support and welcome to Maxis!
Yours sincerely,
Maxis
5. safety tips
for your reference
MyAccount Portal
how to create your account in MyAccount Portal
ID and password
speedtest
how to get an accurate result using speedtest
description of LED lights on equipment
Optical Network Terminal (ONT) /
Broadband Termination Unit (BTU)
Residential WiFi Modem
troubleshooting guide
6
7
8 - 9
10 - 12
13 - 16
17 - 30
6. 6
instructions for use
• Use the accessories delivered with the device or use those recommended by the device vendor,
such as the power adapter and battery.
• The power supply voltage to the device must meet the input voltage (240V AC) specification
on the device.
• Keep the power plug clean and dry to avoid electric shocks or any other hazard.
• Dry your hands before removing or inserting cables.
• Stop the device and switch off the power before removing or inserting cables.
• Switch off the power and remove the power plug if the device is shut down for a long time.
• Keep the device free of contact with water or other liquids. If such an accident occurs,
switch off the power immediately and remove all cables, including the power cable, optical
fibres and network cables from the device. Make sure that the device is fully dried before
re-using it. Contact the Maxis customer service centre in case of a device failure.
• Do not stamp, pull, drag or excessively bend the cables because they may get damaged,
thus leading to a device failure.
• Do not use cables that are damaged or aged.
• Do not look directly into the optical port on the device without eye protection as the infrared
may injure your eyes.
• In case of any abnormalities such as smoke, abnormal sound or odour, immediately stop the
device, switch off the power and remove all cables, including the power cable and network
cable from the device. Contact the Maxis customer service centre in case of a device failure.
• Prevent foreign objects such as metal objects from dropping into the device through the heat
dissipation vents.
• Prevent the outer case of the device from being scratched as the paint that falls into the device
may cause a short circuit. In addition, it may cause an allergic reaction to human body.
• Keep the device out of the reach of children. Ensure that the devices are not dismantled so that
the components are not exposed.
• Use of lightning protection is recommended to avoid device damage during storms.
7. 7
Wi-Fi user ID :
Wi-Fi password :
MyAccount ID :
MyAccount password :
Voice no. (if applicable) :
Voice password
(if applicable) :
Remarks :
for your
reference
8. 8
Log on to MyAccount Portal at
maxis.com.my/myaccount
Click on “First time user”
Key in the following details:
User type : FTTH
Phone Number : Your Maxis Fibre Voice number (provided by a
Maxis representative once you have confirmed your
installation date)
ID type : Select “New IC/Old IC” (which was used when registering
with Maxis) for verfication purposes.
Click Submit
manage your profile
track your internet data usage
view, pay and track your bills
how to create your personal MyAccount ID and password
10. 10
Disclaimer
The speed measured here is the speed between your device (PC, notebook or handphone)
and Maxis’ network. These speeds may exceed the capabilities of many content servers
and individual PCs. The actual Internet connection speeds may vary due to a number of
factors including customer hardware, equipment and software, server limitations, type of
content being accessed and the number of users online.
11. 11
how to get an accurate result using speedtest
Plug LAN Cable (RJ45) to the LAN Port on your computer and any port on your
Residential WiFi Modem.
Disable your WiFi connection on your computer.
Close any applications that may be connected to the internet.
12. 12
clear your browser cache
(You may opt to skip this step but however, it is recommended to clear your
cache for more accurate speed test result.)
To clear your cache:
1) On the Internet Explorer Tools menu, click Internet Options.
The Internet Options box should open to the General tab.
2) Under the Browsing History section, click the Delete button. A Delete
Browsing History box should open. Click the box next to the Temporary
Internet files Delete button. This will delete all the files that are currently
stored in your cache.
3) Click OK, and then click OK again.
Go to speedtest.maxis.com.my and click on “Begin Test” button to perform speed test.
13. 13
description of
LED lights on
equipment
Figure 1: Top view of the ONT / BTU
Optical Network Terminal (ONT) / Broadband Termination Unit (BTU)
TEL2 TEL1 LAN4 LAN3 LAN2 LAN 1 LOS PON Power
As there are different models being used, your actual unit may differ from
visual below
14. 14
Ethernet connection is normal.
Data is being transmitted through the Ethernet port.
Ethernet connection is not set up.
The device is powered on.
The device is powered off.
DescriptionStatusLED
On
Blinking
Off
Green
Off
Refer to table 2
Refer to table 2
LAN1 - LAN4
POWER
PON
LOS
Table 1: LED status indication 1
(PON - Passive Optical Network, LOS of Signal, LAN-Local Area Network)
Figure 2: Top view of the Residential WiFi modem
As there are different models being used, your actual unit may differ from
visual below.
Residential WiFi modem
Service Broadband Internet Wireless WPS Ethernet Voice 1 Voice 2
For a successful connection, the “PON” has to
be On and the “LOS” has to be Off. Otherwise,
please contact our Customer Service.
Description
Status
No
LOSPON
Off
Off
Off
Blinking
Blinking
Off
Blinking
On
Off
Blinking
1
2
3
4
5
Model
TG784nv3
Table 2: LED status indication 2
(PON - Passive Optical Network, LOS - Loss of Signal)
17. 17
Disclaimer
This guide is based on Windows XP. Your user interface may differ depending on the
operating system.
A. I received the error message ‘Server not found’ or ‘DNS error‘
Open your web browser and enter 192.168.1.254 in the browser address bar.
On the configuration page, make sure that the eInternet status is “Connected”.
If it is disconnected , click the “Connect” button.
Please contact us if status remain “Disconnected”.
I cannot connect to the Internet
18. 18
Go to the Microsoft Windows Control Panel.
Please ensure that you are on “Classic View” and not Category View.
If not, you can click on the left hand menu choise “Switch to Class View”.
Next, double click on “Network Connections”.
Right click on “Wireless Network Connection” and click on “Properties”.
19. 19
On the “Wireless Network Connection Properties” page, under the “General” tab,
scroll down and click on Internet Protocol (TCP/IP). On the “Internet Protocol (TCP/
IP) Properties” page, under the “General” tab, make sure that the “IP address”
and “DNS address” field is empty.
If not, refer to step 6 else try the internet connection again.
Remove the “IP address” and “DNS address” by clicking on “Obtain an IP address
automatically” and “Obtain DNS server address automatically”. Then click “OK”.
Now try the internet connection again.
6
20. 20
B. I got an error message ‘Authentication failed’
Open your web browser and enter 192.168.1.254 in the browser address bar.
Scroll down the configuration page and click on “eInternet” under the
“Broadband Connection” tab.
Click on “Configure” at the top right hand corner of the page.
21. 21
Insert your username and password, which will appear by default as shown below
and then click “Connect”.
Your username will be based on the modem ID and default domain provided by
your installer. Additionally, you can also contact us to confirm your username.
Example:
Username: 12345@home.maxis.com.my
Password: 123451
The “Connection Information” page will appear once you are connected.
Open another browser and try to browse.
22. 22
C. I am able to connect but unable to browse
Use Ethernet Cable (RJ45) to connect your computer to the Residential
WiFi modem.
Open your web browser and enter 192.168.1.254 in the browser address bar.
Scroll down the configuration page and click on “eInternet”
under the “Broadband Connection” tab.
Click on “Disconnect”.
23. 23
Check the username and password, which will appear by default as shown below
and then click “Connect”.
Your username will be based on the modem ID and default domain provided by
your installer. Additionally, you can also contact us to confirm your username.
Example:
Username: 12345@home.maxis.com.my
Password: 123451
The “Connection Information” page will appear once you are connected.
Try to open another tab or browser and try to browse.
6
24. 24
A. What is my WiFi name (SSID)?
Make sure the WiFi on your computer is switched ON or enabled.
Use Ethernet Cable (RJ45) to connect your computer to the Residential WiFi modem.
I have issues with my WiFi service/connection
Open your web brower and enter 192.168.1.254 in the browser address bar.
Scroll down the configuration page until you find the “Home Network” column.
Click on “Wireless”.
25. 25
B. My WiFi network often disconnects or slows down.
What can I do?
Open your web browser and enter 192.168.1.254 in the browser address bar.
Scroll down the configuration page until you find the “Home Network” column.
Click on “Wireless”.
Your WiFi name is listed under “Network Name (SSID)”.
If you want to view more information on your WiFi network,
click on “Details” at the top right hand corner of the page.
26. 26
Scroll down the page and look for “Channel Selection”. Change the
status to “Manual”.
Click on “Configure” at the top right hand corner of the page.
Change the WiFi channel to any other available channel as shown in the
below listed selections and click “Apply”.
You can check your internet connection speed by visiting
speedtest.maxis.com.my (Refer to page 13 to perform an accurate speed test)
6
27. 27
Check if the phone cable (RJ-11) is connected properly from the phone
to the Residential WiFi Modem.
Check if the Optical Network Unit / Broadband Termination Unit, Residential WiFi
Modem, and phone is powered on and all cables are properly connected.
If the LED is not lighted up, reboot (OFF & ON) the Residential WiFi Modem &
Optical Network Terminal/Broadband Termination Unit. This will take a few minutes.
If not resolved, continue with the following steps.
Unable to make or receive calls (if applicable)
The LED for Broadband, Internet & Voice
must be lighted up.
28. 28
Login to the Residential WiFi Modem webpage :
Use Ethernet Cable (RJ45) to connect your computer to the Residential Gateway.
Open your web browser and key in http://192.168.1.254 in the browser address bar.
Check that Internet service is “Connected”
Click on the Toolbox > Telephony and check that the telephone number
is “Registered”
6
7
29. 29
If it is not registered, click on Configure tab and click Edit.
Ensure the phone number and password is configured correctly.
(Please call Maxis Hotline at 1800 82 4663 to get the password if you don’t have it.)
8
9
30. 30
If problem persist, please call Maxis Hotline at 1800 82 4663 for
further troubleshooting.
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