Global Roaming Toolkit - FAQs

The number I selected won't connect.

Should you encounter problems connecting to an access number, try an alternative number within the region you are travelling. If you are unable to connect to numerous access numbers, it may indicate a compatibility problem with your modem, or computer in the region in which you are travelling. If you can connect successfully to an alternative access number, it may indicate the access number or site is temporarily unavailable.

I can't hear a modem sound on the other end of the line.

Check if your phone system is digital. If you suspect the phone system is digital you will need to have a special adapter to connect. The only alternative is to request access to a fax line (fax lines must be analogue to function). If the phone system is analogue you are safe to connect your modem.
Check if the phone system uses pulse dialling or tone dialling. You can easily check this by picking up the phone and dialling one digit. Listen for clicks (pulses) or tones. This will tell you whether to select pulse or tone dial in your software. Ensure that the line is fully connected between the jack and modem.
If you are not getting any audible modem/line noise or you cannot hear your modem "handshaking", use a telephone to call the access point line number to ensure that it is a modem line.

I don't seem to be making any connection.

Make sure that you are dialling the required prefixes and local dial code for the region. (many hotels require that you dial a number to get an outside line). Also read the question above regarding digital and analogue lines.

I keep getting a message telling me that I am using an incorrect password.

This is a generic message in your dialler software that can indicate:

• Incorrect password (you need to use your usual TelstraClear internet password). If you don't know your password, or if the password error persists (and you are sure you have it right), please contact the TelstraClear Helpdesk for further assistance.
• If your password is lower case, ensure the CAPS LOCK key is not pressed (or vice versa).
• An incorrect username has been entered. The correct username is your TelstraClear internet username.
• The access point you are connecting through may be inactive or temporarily unavailable. Try another access point in your area. The iPass phone book offers multiple access points in most cities/countries. 
• It is possible that the TelstraClear internet authentication server or iPass RoamServer is temporarily down or offline. Check with the TelstraClear Helpdesk
• Your clear.net username may no longer be active. Check with the TelstraClear Helpdesk

There is no access point in my city.

In some instances, you may not find a particular city listed in the iPass phone book, but there might be access points that are local or close to where you are.
If an error message displays stating "No Local Numbers Found", and toll-free services are available in your profile, all toll-free phone numbers will be displayed. If an error message displays stating "No numbers found", the local exchange (first three digits of the local phone number) you have entered is invalid for the area code shown. Check your entry for typographical errors.

If you are outside of the United States, there may be "All Cities" listings and "Toll Free" listings. While neither are local calls, in many countries, it is very inexpensive to dial long-distance within the country.
All Cities numbers have similar rates to the cost of a local connection. Toll Free numbers are not local and usually yield a higher connection charge for you or your company.

If possible, try connecting through an alternate access type. For example, ISDN users may be able to find a local dial-up connection.

I get a busy signal when dialling into an access number while I'm roaming.

Occasionally there are times when an access point may be busy. We recommend that you setup alternative access numbers in the iPass phone book to use during peak business hours

I get an error "There is no dial tone"?

• Verify there is a working phone line by connecting a telephone to it and test dialling out.
• Verify the phone extension is connected securely to your computer and also the wall jack.
• Verify the phone line is connected to the input jack.
• Verify the computer volume is turned on.

My connection sometimes disconnects or stops working in the middle of my session.

One common cause of a connection hang is that your telephone has either hung up (for example, someone may have picked up another extension of the telephone line you are using) or the line may have gotten noisy enough for your modem to hang the line up. If the country that you are visiting has a poor telecommunications system or the line you are trying to connect with has audible interference your line might drop out unexpectedly.

If you can't resolve the problem using the hints below, please contact the TelstraClear helpdesk on 64 (9) 913 9150

Please note the following:

• The above number is not toll-free.
• If calling from overseas include the international access code for the country you are dialling from.
• Please advise the helpdesk if you are calling from overseas when calling for assistance.
• Technical problems sometimes involve iPass and other internet providers. As a result, it may take time to communicate and resolve some issues.
• Specific details of calls made while using iPass global roaming may not be available to TelstraClear for up to 24 hours after the connection is made.

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