Help

Modem Setting & IT Technical Support

When your internet is not working or you are having connection problems, or you think that someone is hacking into your wireless network, you can follow the basic step below to troubleshoot and resolve the problems.  This is just a standard guide only and different type of modem may require different method of setting.  For further assistance, please call TM call centre 100 or 1300888123 (for phone & streamyx) and 1300881221 (for Unifi)

 

  1. What you should do when your internet connection is not working or your internet speed is very slow with frequent connection disruption?
    click here

  2. How to check outside network connection or modem is working or not?
    click here

  3. How to check is there anyone hacking into your wireless network?
    click here

  4. How to test your internet connection working properly or not?
    click here

  5. How to do speedtest?
    click here

  6. How to reset modem?
    click here

  7. How to reset modem security mode (encryption) from WEP to WPA or WPA2?
    click here

  8. How to change Log in ID password?
    click here

  9. How to change WIFI (wireless network) name and password?
    click here

  10. How to reset IP address?
    click here

  11. How to use TM webmail to send and receive email?
    click here

  12. Bits, Byte, Kilobyte, Megabyte, Gigabyte calculation and conversion
    click here


 

 

 

 

 

 

 

 

a) What you should do when your internet connection is not working or your internet speed is very slow with frequent connection disruption?

  1. When your internet is not working
  2. No internet light in modem or the light is in red or blinking
  3. Switch off the modem
  4. Wait for 30 seconds
  5. Switch on the modem
  6. See internet yellow light is stable or not
  7. If not stable, reset modem
  8. Still not ok, call 100 to get assistance
  9. If problems cannot be resolved on the spot, get report number

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b) How to check outside network connection or modem is working properly or not?

  1. From your window, press start
  2. All Program
  3. Accessories
  4. Command Prompt
  5. C:\>ipconfig
  6. You will see your IP Address, Subnet Mask & Default Gateway here
  7. C:\>ping 192.168.1.1
  8. Make sure Packet: Send 4, receive 4, loss 0
  9. Otherwise, please call 100 for assistance

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c) How to check is there anyone hacking into your wireless network?

  1. http://192.168.1.1
    Username: tmadmin
    Password: tmadmin

  2. Click "DHCP" Clients icon
  3. See the list of wireless network users here
  4. If the users name are not people you know and not belong to you
  5. Your wireless network has been hacked
  6. Reset your security mode (encryption) from WEP to WPA or WPA2
  7. Change your password and preferably password with alphabet and numeric

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d) How to test your internet connection working properly or not?

  1. From your window, press start
  2. All Program
  3. Accessories
  4. Command Prompt
  5. Follow below step to ping your DNS server
  6. C:\>ping 202.188.0.133 -t
  7. You will see the repetitive reply here
  8. Otherwise, please call 100 for assistance

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e) How to do speedtest?

  1. Visit www.tmpoint.com
  2. Click internet SPEEDTEST icon at the top right
  3. Press start
  4. Or type http://speedtest.streamyx.com.my
  5. Or type http://speedtest.net

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f) How to reset modem? (old modem)

  1. http://192.168.1.1
    Username: tmadmin
    Password: tmadmin

  2. Login
  3. Setup
  4. Setup Wizard
  5. Streamyx ID: teoh123@streamyx (put your log in ID here without .com)
  6. Streamyx password: tm123 (put your log in ID password, not wifi password)
  7. Protocol: PPPoE
  8. Connection Type: LLC
  9. Wireless Network Name (SSID): teoh family (put your preferred network name)
  10. WEP Key: abc1111111111 (preferably password with alphabet and numeric)
  11. Restart

f) How to reset modem? (new modem)

  1. http://192.168.1.1
    Modem Username: tmadmin
    Modem Password: tmadmin
  2. Login
  3. Quick Setup
  4. Protocol: PPPoE (choose PPPoE)
  5. Connection Mode: LLC (choose LLC)
  6. Streamyx ID: teoh123@streamyx (put your log in ID here without .com)
  7. Streamyx Password: abc123 (put your log in password, not wifi password)
  8. Next
  9. Wireless Network Name (SSID): teoh family (put your preferred network name)
  10. Network Key (WEP): abc1111111111 (preferably password with alphabet and numeric)
  11. WEP Encryption: Enabled
  12. Channel: Auto
  13. Next
  14. Save/Apply

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g) How to reset modem security mode
(encryption) from WEP to WPA or WPA2?
(old modem)

  1. http://192.168.1.1
    Username: tmadmin or tmuser
    Password: tmadmin or tmuser
  2. Click "ADVANCED" at the top
  3. Click "SECURITY SETTING"
  4. Select SSID : teoh family (put your preferred wireless network name here)
  5. Security Mode: WPA (change to WPA only)
  6. Pre-Shared Key: abc1111111111 (preferably password with alphabet and numeric)
  7. Apply

g) How to reset modem security mode
(encryption) from WEP to WPA or WPA2?
(new modem)

  1. http://192.168.1.1
    Modem Username: tmadmin
    Modem Password: tmadmin
  2. Login
  3. Wireless
  4. Security
  5. Enable WSC: Disabled
  6. Select SSID : teoh family
  7. Network Authentication: WPA-PSK
  8. WPA Pre-Shared Key: abc1111111111
  9. WPA Group Rekey Interval: 0
  10. WPA Encryption: TKIP
  11. Save/Apply

If your computer is connected to wireless network, you will not be able to connect after reset the security mode to WPA. You need to do the following:

  1. Click internet signal at the right bottom
  2. Click Open Network and Sharing Centre
  3. Click Manage wireless network
  4. Click your wireless network name
  5. Click Remove
  6. Click internet signal at the right bottom
  7. Choose your network name
  8. Key in your new password
  9. Your are connected to your computer

WEP/WPA is a security for your wireless network. WPA is preferred and harder to hack into. WEP uses a 10 digit character password. WPA uses a 26 character pass phrase. WEP is an encryption method for the router and computer to talk. It prevents "hacking" into your router over a wireless connection.
WPA = Wifi Protected Access
WEP = Wired Equivalent Privacy
Any wireless network is vulnerable to interception and hacking, as the data is transmitted through radio wave. To prevent this wireless network from hacking, data is encrypted. WEP & WPA are two encryption standards used for this purpose. WEP consist of 64 bits and 128 bits. When it comes to a security of an encryption key, more bits is better.
WEP = use 24 bit initialization keys
WPA = uses 48 bit key
WEP is a serious weaknesses and a severely compromised security standard that can be easily hacked anyway. To enhance the security for WEP, try to set password with alphabet and numeric and change the Authentication from open to Shared Key. Another method is to hide the Access Point. However, to have the best security is to change to WPA

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h) How to change Streamyx Log in ID password?

  1. Visit https://tmbill.tm.net.my
  2. After changing the log in password, you must reset the new password in your modem

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i) How to change WIFI (wireless network) name and password?
(old modem)

  1. http://192.168.1.1
    Username: tmadmin
    Password: tmadmin

  2. Login
  3. Setup
  4. Setup Wizard
  5. Streamyx ID: teoh123@streamyx (put your log in ID here without .com)
  6. Streamyx password: tm123 (put your log in ID password, not wifi password)
  7. Protocol: PPPoE
  8. Connection Type: LLC
  9. Wireless Network Name (SSID): teoh family (put your preferred network name)
  10. WEP Key: abc1111111111 (preferably password with alphabet and numeric)
  11. Restart

i) How to change WIFI (wireless network) name and password?
(new modem)

  1. http://192.168.1.1
    Modem Username: tmadmin
    Modem Password: tmadmin
  2. Login
  3. Quick Setup
  4. Protocol: PPPoE (choose PPPoE)
  5. Connection Mode: LLC (choose LLC)
  6. Streamyx ID: teoh123@streamyx (put your log in ID here without .com)
  7. Streamyx Password: abc123 (put your log in password, not wifi password)
  8. Next
  9. Wireless Network Name (SSID): teoh family (put your preferred network name) Network Key (WEP): abc1111111111 (preferably password with alphabet and numeric)
  10. WEP Encryption: Enabled
  11. Channel: Auto
  12. Next
  13. Save/Apply

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j) How to reset IP address?

  1. Right click the internet icon at the right bottom
  2. Click Network Sharing Centre
  3. Click Manage Network Connection
  4. Right Click Local Area Network
  5. Click Properties
  6. Double click "Internet Protocol Verson 4 (TCP/IPv4)
  7. Use the following IP address
    IP Address: 192.168.1.180
    Subnet Mask: 255.255.255.0
    Default Gateway: 192.168.1.1
  8. Use the following DNS server address
    Preferred DNS server: 202.188.0.133
    Alternate DNS server: 202.188.1.5

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k) How to use TM webmail to send and receive email?

  1. Visit http://webmail.tm.net.my
  2. Key in your log in ID and choose streamyx.com
  3. Key in your log in password
  4. Click log in
  5. You can start using your log in ID to send and receive email

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l) Bits, Byte, Kilobyte, Megabyte, Gigabyte calculation and conversion

1 byte = 8 bits
1 KB (Kilobyte) = 1024 byte
1 MB (Megabyte) = 1024 KB (Kilobyte)
1 GB (Gigabyte) = 1024 MB (Megabyte)
and more........

Mbps = Mbps is Megabyte per second and it refer to the “speed” of data transfer rate
MB = MB is Megabyte and is an amount

 A lot of customers who use Maxis and Celcom wireless broadband packages only offer  with 1 GB (Gigabyte) or 3 GB (Gigabyte) usage limit per month. After reaching the limit set, the internet will either slow down or additional charges will be imposed.  For TM BBdeal packages, it is unlimited usage.  If you subscribe BBdeal 1 Mbps package (1 Megabyte per second), it takes approximately 17 minutes or 1024 second to achieve 1 Gigabyte (GB) download.
  
Email without attachment normally use about 8KB to 30 KB. Email with attachment using about 80 KB to 800KB. This is just a general guide and the usage amount may vary due to many factors.

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