Browsing Issues
Are websites not loading properly? If your modem seems to be online but you're having trouble browsing the web, these steps will help identify the issue.
- Is the problem with all websites, or just one? If you can't browse to a single website but others work fine, switch to Unable to access a single website.
- Make sure the device you're using is connected to your modem by Ethernet cable or Wi-Fi.
- Check your modem's barcode sticker for a default gateway address, e.g. "http://192.168.1.1". Some modems have vanity addresses that include the manufacturer's name, like "http://tplinkmodem.net".
Can't find the default gateway address? Try this guide for Windows or Mac computers. - Enter your modem's default gateway address in your web browser and see if a login screen comes up. If you see a login screen, this means your device is definitely connected to your modem.
Can't browse to your modem's default gateway? Switch to No Communication Between Modem and Device. - Clear your browser cache, then try to view a website. Here are guides for popular browsers:
- Mozilla Firefox Clear cache
- Google Chrome Clear cache & cookies
- Apple Safari Clear history, cache & cookies
- Microsoft Edge Manage and clear cache - Run a scan on your antivirus/anti-malware software.
If any infections are detected, make sure they are quarantined and removed. Contact your software’s Customer Support if you need help. - Does your antivirus/anti-malware software use a firewall? Temporarily disable the firewall and try to go to a website.
Contact your software’s Customer Support if you need help to disable a firewall, or changing your firewall settings to allow web browsing. - If you still can't view a website, follow this guide to ping the address "google.com".
If the ping worked, try resetting your browser:
- Mozilla Firefox Refresh to default settings
- Google Chrome Reset to default
- Apple Safari Remove all website data
- Microsoft Edge currently can't be reset, please use a different browser. - Couldn't ping "google.com"? Try pinging "203.12.160.35" instead.
If you can ping "203.12.160.35", your device probably has the wrong DNS server. Try manually setting your DNS server. - Can't ping "203.12.160.35"? There may be an issue with the TCP/IP settings in your computer. Try resetting your TCP/IP settings.
- Still can't view websites? Call us on 13 22 58 and we'll help you.