Learn how you can resolve your internet disconnections and receive the best overall online experience.

Troubleshooting Process

To help resolve the disconnections you are experiencing, select your broadband service and complete the steps provided.

• ADSL and VDSL Broadband Connections

  • Before we begin

    This will help us determine the exact kind of internet disruptions you are facing and to ensure we are accurately diagnosing the root cause. You will require access to:

    • Ethernet cable
    • Your modem
    • Computer/laptop

    Click the right arrow to begin the troubleshooting process!

  • Step 1: Testing over ethernet

    Connect an ethernet cable to one of the LAN ports on the back of your modem and the other end to the ethernet plug on your computer. Test the connection to confirm if you continue to experience disconnections or dropouts. If disconnections persist, we recommend testing another ethernet cable.

  • Step 2: Testing over WiFi

    Remove the ethernet cable from your computer and connect to your modem WiFi network. Test the connection to confirm if you continue to experience disconnections or dropouts. If disconnections persist, we recommend testing with another device. Please note that our modems are only designed to support a range of up to 10 metres.

  • Step 3: Determine your issue

    Did you experience disconnections over ethernet?

    Yes

    This means your modem, jackpoint, phone cable or the Chorus network could be the cause behind your disconnections. We recommend completing an isolation test before contacting our team.

    No

    This indicates that the problem is Wi-Fi related. We recommend referring to our Wi-Fi troubleshooting section for your particular modem.

   

   
• Fibre Broadband Connections

  • Before we begin

    This will help us determine the exact kind of internet disruptions you are facing and to ensure we are accurately diagnosing the root cause. You will require access to:

    • Ethernet cable
    • Your modem
    • Computer/laptop

    Click the right arrow to begin the troubleshooting process!

  • Step 1: Testing over ethernet

    Connect an ethernet cable to one of the LAN ports on the back of your modem and the other end to the ethernet plug on your computer. Test the connection to confirm if you continue to experience disconnections or dropouts. If disconnections persist, we recommend testing another ethernet cable.

  • Step 2: Testing over WiFi

    Remove the ethernet cable from your computer and connect to your modem WiFi network. Test the connection to confirm if you continue to experience disconnections or dropouts. If disconnections persist, we recommend testing with another device. Please note that our modems are only designed to support a range of up to 10 metres.

  • Step 3: Determine your issue

    Did you experience disconnections over ethernet?

    Yes

    This means your modem, ethernet cable or the Fibre network could be the cause behind your disconnections. We recommend completing an isolation test before contacting our team.

    No

    This indicates that the problem is Wi-Fi related. We recommend referring to our Wi-Fi troubleshooting section for your particular modem.

   

   

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.