Getting Started
Welcome to your new Vocus Internet Express connection! This guide is designed to provide you with all the information you need to set up and start using your service. Whether you're connecting for the first time or configuring equipment, this guide ensures a smooth start.
Setting Up Your Vocus Internet Express Service
Check Your Equipment
Before attending the site, it's important to ensure you have the necessary hardware for your connection and have checked that the relevant Vocus equipment is on-site.
The NTU to be installed will vary based on individual customer setups.
Below is one of the NTU that can be installed on-site, an ADVA Ge112Pro. The NTU may vary depending on the ordered speeds to accomodate the required speeds.
This can be located in a rack or mounted on a wall within an enclosure. Please refer to the Service Completion Advice for the details of your NTU.
The Customer handoff port will be provided on one of the ports. Handoff can be via standard RJ45 (up to 1Gbps) and will vary for higher speeds.
We would also recommend ensuring you bring a laptop that can plug behind the Customer Premises Equipment via an Ethernet cable for testing, if required.
Please note that Vocus Internet Express uses /31 Static IP Address Configuration which is not supported by Windows Operating System.
Connect Your Equipment & Configure
Connect your equipment. Once the physical connections are made
Power on the devices and ensure all cables are securely attached
Allow a few minutes for the devices to initialize, during which indicator lights will begin to stabilize
Configure your router using the Static IP Address configuration provided in your service completion advice
Test Your Connection
Ensure all indicator lights on the router and Vocus hardware show normal operation.
Perform a connection test:
Use a wired connection to confirm internet access
Conduct a speed test to verify service performance meets your plan
Troubleshooting Your Vocus Internet Express Service
If you encounter issues with your Vocus Internet Express connection, the problem typically falls into one of four categories: slow speeds, no connection, frequent dropouts, or browsing/routing issues. Follow these steps to identify and resolve the problem.
If your connection isn’t working at all:
Check the indicator lights on your router and Hosted Network Mikrotik hardware. Ensure the lights indicate a stable connection
Confirm all cables are securely plugged in and the power is on
Check your service completion advice and ensure that details such as the interface type, etc. are correct
Slow speeds can often result from high network usage or external factors. Use a wired connection to run a speed test, ensuring no other devices are consuming bandwidth during the test. Compare the results to your plan's advertised speeds. If speeds are significantly lower:
Restart your router
Disconnect unnecessary devices from the network
Run an isolation test
If issues persist, we recommend applying traffic shaping on your router. Optimal settings can depend on the CPE. Suggested initial settings are as follows:
1000
900
625
If specific websites or services are slow or inaccessible:
Clear your browser cache and test using a different browser or device.
Run a traceroute or ping test to identify routing problems
We provide a pre-built WAN Diagnostic tool that provides a detailed report of any potential issues on your connection. Guided steps are available here.
Switch your DNS settings to a public DNS server (e.g., Cloudflare DNS: 1.1.1.1 and Google DNS: 8.8.8.8)
If the issue can't be resolved using the above diagnostics steps, our support team is here to help.
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