Problems when connecting overseas

There are several things to check if you run into problems trying to connect to BigPond using International Roaming.

  1. Have you activated International Roaming on your service?

    You need to activate International Roaming on your wireless broadband service before you can use it overseas. Click here for information.

  2. Try manually selecting an international mobile network to connect to.

    We recommend you let the Connection Manager find the best international mobile network for you, but you can manually select an international mobile network if you need to. Simply follow the steps found here.

  3. Is the connection manager reporting a 'searching' message?

    • First time connecting in a new country?

      When you first arrive in a country where International Roaming is available, it can take several minutes to locate a suitable international network. Please be patient.

    • Are you in a country where International Roaming is available?

      International roaming is available in selected countries. You should check that International Roaming is available before you leave Australia.

    • Does your device support International Roaming on the available network?

      The USB Mobile Card only supports International Roaming on 3G international networks on the 850 MHz or 2100 MHz bands.

      The USB Mobile Card does not support International Roaming on GRPS / EDGE networks, or International Roaming on 3G 1900 MHz networks (such as Cingular's 3G 1900 MHz network in the United States).

    • Are you outside the coverage area of the international network?

      You may be outside the coverage area of the international network. Contact the network provider for more information.

  4. Is the connection manager reporting a device or registration error?

    If the connection manager is reporting:

    • Unable to detect your Next G™ device or Cannot detect SIM card: click the 'Assist Me' button (next to the error message) and follow the instructions.

    • Mobile Card has not been registered: you will need to contact technical support to help you register your mobile device when overseas: call on 13POND (from Australia) or +61 2 9242 1238 (from outside Australia; international calling rates apply).

      BigPond technical support is available 24 hours a day, 7 days a week.

  5. Is the connection manager reporting a 'cannot connect to the network' error?

    • Are you getting sufficient signal?

      If you're in a country where International Roaming is available, check that the connection manager is showing at least two bars in the 'signal strength' section.

      You can also check the lights on your mobile device to check if you are receiving a sufficient signal.

      If you are receiving poor signal, click here for more information on how to improve it.

    • Does the connection fail when authenticating?

      Check to see if the connection manager shows the message 'Username and password incorrect' before you receive the 'Cannot connect to the network' error.

      If you do, this could mean you have entered an incorrect username or password:

      • Click on Options and choose the Account tab.
      • Re-enter your full BigPond email address (including @bigpond.com) and password and press OK
      • Press the Connect button.

      Check to see if the connection manager shows the message 'Cannot connect to the network' error.

      Alternatively, this could mean you have one of the following:

      • You are not using a BigPond device / SIM card. You can only connect to BigPond with the BigPond device and the BigPond SIM card provided with that device.
      • BigPond is temporarily busy or unavailable. Please wait 5 minutes before trying to connect again.
      • There is a problem with your account, or a problem with your BigPond device. Contact BigPond technical support for assistance (see below for details).
  6. More help

    BigPond technical support is available 24 hours a day, 7 days a week.

    Contact BigPond technical support on 13POND (from Australia) or +61 2 9242 1238 (from outside Australia; international calling rates apply) for further assistance.