Learn about the broadband troubleshooting procedure and the checks you can perform which may restore your services. Before beginning these checks, we recommend referring to our outages page.

Troubleshooting Process

• Step 1: Restart your equipment
  Power off all devices that are connected to the internet including your modem. Power on the modem first, once the modem comes back online, you can restart your other devices and then try connecting to the internet.
• Step 2: Check cables
  Ensure all cables are plugged in correctly and securely. Loose or faulty cables can cause loss of internet services.
• Step 3: Check the modem lights
  Scenario 1: The DSL light on your modem is flashing or off, or if you are on Fibre broadband and your WAN light is off. Please refer to the Isolation Testing section.

  Scenario 2: The DSL/WAN light on the modem is solid green or blue and the Internet light on the modem is red or off. Please factory reset your modem.

  Scenario 3: Modem will not power on. Please try your modem at another power point and contact our team to organise a replacement modem.

• Step 4 (Fibre only): Check the Optical Network Terminal lights
  Scenario 1: The Optical/PON light on your Optical Network Terminal (ONT) is red. Please check our outages page for any known issues in your area before contacting our team for further assistance.

  Scenario 2: The Alarm/LOS light on your ONT is red. Please check our outages page for any known issues in your area before contacting our team for further assistance.

Isolation Testing

To rule out your equipment or the physical setup of your home network as being the reason behind your loss of service, it is crucial to complete the steps outlined below. This will ensure that we are taking all the necessary precautions to avoid any technician call out charges.

• ADSL and VDSL Broadband Connections

  • Before we begin

    The isolation test takes around 10-15 minutes and you will require access to your modem to successfully complete it.

    Click the right arrow to begin the Isolation Test!

  • Step 1: Unplug your equipment

    Unplug all phones, modems, filters or any other devices from all jackpoints in your home. Some monitored home alarms may be automatically triggered if they're unplugged, we recommend getting in touch with your alarm provider first, to let them know what's going on.

  • Step 2: Testing other jackpoints

    Take your modem to a jackpoint in your home and plug it in. Test the modem directly plugged into your jackpoint without the use of a filter and turn it on. If the light labelled ‘DSL’ illuminates , then your modem has reconnected.

  • Step 3: Reconnecting your devices

    Did your modem successfully reconnect?

    Yes

    This means your devices/equipment is the reason behind the loss of service. Plug your equipment back in piece by piece, checking the connection each time. When the problem returns you have discovered the faulty piece of equipment.

    No

    The problem may lie with your jackpoint, phone cable or modem. Try another phone cable and if that doesn’t work, try the other jackpoints in your home, testing the connection each time.

  • Step 4: Final checks

    Lastly, we recommend running through steps 2 and 3 with another modem, to rule out your existing modem as being faulty.

    If you find that you have completed these checks and are unable to restore your services, we recommend contacting our team. Remember to let them know that you have already completed the isolation test.

   

   
• Fibre Broadband Connections

  • Begin the Isolation Test Process

    The isolation test takes around 10-15 minutes and you will require access to your modem to successfully complete it.

    Click the right arrow to begin the Isolation Test!

  • Step 1: Check your network setup

    Confirm that your modem is correctly and securely connected to your Optical Network Terminal (ONT). Our Modem Setup Guides present information regarding the physical setup of your modem.

  • Step 2: Restart your modem

    Turn the power to your modem off and wait about 5 minutes before turning this back on. Test again to check if your loss of service has been resolved.

  • Step 3: Test another cable

    Test another Ethernet cable from your ONT to your modem. This is to ensure that the Ethernet cable you are currently utilizing hasn't become faulty. The Ethernet cable goes from the WAN port of your modem to the GE1/LAN1 port of your ONT.

   

   

What should I do now?

If you find that you’ve performed all these steps, and you haven’t found a possible cause for your broadband issue, contact our team. We will complete some final checks with you before reporting a fault.