There are a number of factors that can affect your ability to access your services with us.
We guarantee better than 99.9% uptime across our entire server fleet, and have maintained this standard since pre-2010, so it's pretty rare to see our servers down for anything other than scheduled maintenance. If it does happen however, here are a few tips to help you understand what to do and what to expect.
Determine the cause
We often find many problems we hear about are related to other providers, or things outside our control. So we've put together this handy checklist that should help you determine whether or not the problem is something you can easily fix, or whether it's something we need to be notified about.
- Check a few websites (in Australia and overseas) to see if your Internet connection is running smoothly. If you can't browse other websites, you may be having Internet issues and need to resolve this with your Internet provider (no, that's not us!). One technique we often find useful (check with whoever manages your Internet connection before doing this or you may be unwittingly affecting other people) is simply to restart your modem or router and then wait 5min before trying again.
- If you're in an office, or you have multiple devices connected to the same Internet connection, check to see if they work. If they do, it's probably a glitch with your computer or device, and while this might not seem llikely, ruling out your own equipment can be one way to save a little embarrassment as it's not all that uncommon. A good way of resolving issues such as this can simply be to restart your device, as we find this solves the issue in over half of the incidents we hear about.
- Check your service through a proxy. This won't help you if you're having email difficulties, but if you suspect your website is down, then a proxy will tell you if the service is available from a different location. If it works using a proxy, then it's most likely your Internet provider (or some other upstream carrier) is having temporary network issues preventing you from reaching your destination (but not others). You can find a list of common proxy services here.
- Check to make sure your services are current and all invoices paid. While we go to great lengths to try and not suspend overdue services, our systems are automated, and so if you have an overdue account, this can sometimes mean your service will be suspended until the outstanding account issue has been rectified. Additionally, if your domain has expired (and we aren't managing it), it may mean your domain provider has failed to advise you of an upcoming renewal. You can check the status of your domain here >> https://whois.auda.org.au/
