iiNet |

Select your hardware to get started:

	Smart Modem Gateway (VX420-G2H) only
	Smart Modem Gateway (VX420-G2H) with a Network Termination Unit (NTU)
	VX220-G2V Modem only
	VX220-G2V Modem with a Network Termination Unit (NTU)
	VX420-G2V Modem only
	VX420-G2V Modem with a Network Termination Unit (NTU)
	TP-Link VR1600v only
	TP-Link VR1600v with a Network Termination Unit (NTU)

Note: If you have an old modem that you don't want to keep, please consider eWaste recycling facilities that may be offered by your local council.

Smart Modem Gateway (VX420-G2H) only

Follow the instructions below to set up your ULTRA FTTB.

First, ensure you have:

A message from us advising you to plug in your modem.
An electrical outlet near your telephone wall socket.

Please note: If you choose to re-use your Smart Modem Gateway for ULTRA FTTB, your ULTRA Phone VoIP service will not work.

Connect the power cable from your modem's Power Port to an electrical outlet.
Connect the included phone cable from the grey DSL port on your modem to your telephone wall socket.
Make sure the electrical outlet for your modem is on, and press the modem's Power button.
Allow 15 minutes for your modem to boot up and connect automatically.
Check the lights on your modem. If the Internet light is green, you can start connecting your devices and get online.
To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.

We recommend connecting over the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

Smart Modem Gateway (VX420-G2H) with a Network Termination Unit (NTU)

Follow the instructions below to set up your ULTRA FTTB.

First, ensure you have:

A message from us advising you to plug in your modem.
Your Network Termination Unit (NTU).
Two electrical outlets near your telephone wall socket.

Please note: If you choose to re-use your Smart Modem Gateway for ULTRA FTTB, your ULTRA Phone VoIP service will not work.

Connect the power cables from your modem's Power Port to an electrical outlet.
Connect the power cables from your Network Termination Unit (NTU)'s Power Port to an electrical outlet.
Connect the included phone cable from your modem's grey DSL port to the NTU's LINE port.

Note: This port may be labelled MODEM if you have an older model of NTU. The port is always located on the right-hand side of the NTU.
Connect the other included phone cable from your NTU's LINE + POWER port to your telephone wall socket.

Note: This port may labelled UPLINK if you have an older model of NTU. The port is always located on the left-hand side of the NTU.
Make sure the electrical outlets for both devices are on, and press the modem's Power button.
Allow 15 minutes for your modem to boot up and connect automatically.
Check the lights on your modem. If the Internet light is green, you can start connecting your devices and get online.
To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.

We recommend connecting over the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

VX220-G2V Modem

First, ensure you have:

A message from us advising you to plug in your modem.
An electrical outlet near your telephone wall socket.

Connect the power cable from your modem's Power port to an electrical outlet.
Connect a phone cable from the grey DSL port on your modem to your telephone wall socket.
Make sure the electrical outlet for your modem is on, and press the modem's ON/OFF button.
Allow 15 minutes for your modem to boot up and connect automatically.
Check the lights on your modem. If the Internet light is blue, you can start connecting your devices and getting online.
To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
If you wish to use your iiNet ULTRA Phone service, plug a compatible handset into the green PHONE port on your modem.
If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the modem's barcode sticker.

Your modem will automatically connect your devices to the best WiFi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi. See Improving WiFi Signal.

VX220-G2V Modem with a Network Termination Unit (NTU)

Follow the instructions below to set up your ULTRA FTTB.

First, ensure you have:

A message from us advising you to plug in your modem.
Your Network Termination Unit (NTU).
Two electrical outlets near your telephone wall socket.

Connect the power cables from your modem's Power Port to an electrical outlet.
Connect the power cables from your Network Termination Unit (NTU)'s Power Port to an electrical outlet.
Connect the included phone cable from your modem's grey DSL port to the NTU's LINE port.

Note: This port may be labelled MODEM if you have an older model of NTU. The port is always located on the right-hand side of the NTU.
Connect the other included phone cable from your NTU's LINE + POWER port to your telephone wall socket.

Note: This port may labelled UPLINK if you have an older model of NTU. The port is always located on the left-hand side of the NTU.
Make sure the electrical outlets for both devices are on, and press the modem's Power button.
Allow 15 minutes for your modem to boot up and connect automatically.
Check the lights on your modem. If the Internet light is blue, you can start connecting your devices and get online.
To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
If you wish to use your iiNet ULTRA Phone service, plug a compatible handset into the green PHONE port on your modem.
If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.

We recommend connecting over the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

VX420-G2V Modem

Follow the instructions below to set up your VX420-G2V Modem for ULTRA FTTB.

First, ensure you have:

A message from us advising you to plug in your modem.
An electrical outlet near your telephone wall socket.

Connect the power cable from your modem's Power port to an electrical outlet.
Connect a phone cable from the grey DSL port on your modem to your telephone wall socket.
Make sure the electrical outlet for your modem is on, and press the modem's ON/OFF button.
Allow 15 minutes for your modem to boot up and connect automatically.
Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
If you wish to use your iiNet ULTRA Phone service, plug a compatible handset into the green PHONE port on your modem.
If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the modem's barcode sticker.

Your modem will automatically connect your devices to the best WiFi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi. See Improving WiFi Signal.

VX420-G2V Modem with a Network Termination Unit (NTU)

Follow the instructions below to set up your ULTRA FTTB.

First, ensure you have:

A message from us advising you to plug in your modem.
Your Network Termination Unit (NTU).
Two electrical outlets near your telephone wall socket.

Connect the power cables from your modem's Power Port to an electrical outlet.
Connect the power cables from your Network Termination Unit (NTU)'s Power Port to an electrical outlet.
Connect the included phone cable from your modem's grey DSL port to the NTU's LINE port.

Note: This port may be labelled MODEM if you have an older model of NTU. The port is always located on the right-hand side of the NTU.
Connect the other included phone cable from your NTU's LINE + POWER port to your telephone wall socket.

Note: This port may labelled UPLINK if you have an older model of NTU. The port is always located on the left-hand side of the NTU.
Make sure the electrical outlets for both devices are on, and press the modem's Power button.
Allow 15 minutes for your modem to boot up and connect automatically.
Check the lights on your modem. If the Internet light is green, you can start connecting your devices and get online.
To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
If you wish to use your iiNet ULTRA Phone service, plug a compatible handset into the green PHONE port on your modem.
If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.

We recommend connecting over the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

TP-Link VR1600v only

Follow the instructions below to set up your ULTRA FTTB.

First, ensure you have:

Your TP-Link VR1600v modem.
A message from us advising you to plug in your modem.
An electrical outlet near your telephone wall socket.

Connect the power cable from your modem's Power Port to an electrical outlet.
Connect the included phone cable from the grey DSL port on your modem to your telephone wall socket.
Make sure the electrical outlet for your modem is on, and press the modem's Power button.
Allow 15 minutes for your modem to boot up and connect automatically.
Check the lights on your modem. If the Internet light is green, you can start connecting your devices and get online.
To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
If you wish to use your Ultra FTTB Phone service, plug a compatible handset into the grey Phone1 port on your modem.
If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.

We recommend connecting over the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

TP-Link VR1600v with a Network Termination Unit (NTU)

Follow the instructions below to set up your ULTRA FTTB.

First, ensure you have:

Your TP-Link VR1600v modem.
The Network Termination Unit (NTU) installed at or delivered to your premises.
A message from us advising you to plug in your modem.
An electrical outlet near your telephone wall socket.

Connect the power cables from your modem's Power Port to an electrical outlet.
Connect the power cables from your Network Termination Unit (NTU)'s Power Port to an electrical outlet.
Connect the included phone cable from your modem's grey DSL port to the NTU's LINE port.

Note: This port may be labelled MODEM if you have an older model of NTU. The port is always located on the right-hand side of the NTU.
Connect the other included phone cable from your NTU's LINE + POWER port to your telephone wall socket.

Note: This port may labelled UPLINK if you have an older model of NTU. The port is always located on the left-hand side of the NTU.
Make sure the electrical outlets for both devices are on, and press the modem's Power button.
Allow 15 minutes for your modem to boot up and connect automatically.
Check the lights on your modem. If the Internet light is green, you can start connecting your devices and get online.
To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
If you wish to use your Ultra FTTB Phone service, plug a compatible handset into the grey Phone1 port on your modem.
If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.

We recommend connecting over the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

Where is ULTRA Broadband Cable available?

The iiNet ULTRA Broadband Cable network is available in select areas across Geelong, Mildura, and Ballarat. The easiest way to confirm availability is to check your address on our website.

What do I need for an ULTRA Broadband Cable connection?

To get your broadband up and running, you'll need the following:

A Cable broadband modem
This is the box that connects you to the internet, via your wall socket. To make things easy, we include a WiFi Cable modem with every Cable order. It's easy to set up, and works with Fetch and Netphone.
A phone handset
To use your included Netphone VoIP service, all you'll need is a standard phone to plug into your VoIP-enabled broadband modem. If you're bringing your own Cable modem and it isn't VoIP enabled, you'll just need a VoIP adapter (ATA) to connect between your handset and modem.

How does the included phone service work?

Our iiNet ULTRA Broadband Cable plan includes a Netphone (VoIP) service. This technology lets you make and receive phone calls through your broadband connection. It works just like a normal phone, except you save money with lower call rates and included features. To use Netphone, just connect a handset to your VoIP-enabled modem (to make things easy, all of our modems are compatible with VoIP).

Will ULTRA Cable be replaced by the NBN?

iiNet Ultra Broadband Cable will NOT be affected by the NBN rollout. It is a future-ready network that delivers a high performance alternative to the NBN.

If you are an existing ULTRA Cable customer, please ignore any NBN notifications that you may receive telling you that your broadband will be disconnected as part of the NBN rollout. You don’t have to switch to the NBN.

Visit our Network Status page to see any known issues in your area that may be affecting your connection.
Turn off your modem and leave it off for at least 10 seconds.
Turn your modem back on and allow it to reboot (wait for the modem lights to settle into a stable pattern).
Continue monitoring for dropouts.
When your connection drops out, check other devices connected to your modem via WiFi or Ethernet cable to see if they've dropped out, too.
If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
If devices connected via Ethernet cable stay online when devices connected via WiFi drop out, switch to troubleshooting WiFi Dropouts.
If you only lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
Check that all cables connected to your modem are in good condition and plugged in securely, without any kinks.
The type of Ethernet should be printed on the length of the cable. Older Cat5 Ethernet cables are not recommended for Cable services - Cat5e or Cat6 is ideal.
Any damaged or outdated cables should be replaced.
Continue monitoring for dropouts.
If a fault needs to be lodged for your Cable service, we'll need the dates and times of when the dropouts occurred. Please make notes for easy reference, e.g:

27/11/2019 - 7:30PM to 8:15PM
28/11/2019 - 8:30AM to 9:00AM
28/11/2019 - 10:00AM to 10:30AM
Call us on 13 22 58 for further assistance.

Visit our Network Status page to see if any known issues in your area are affecting your connection.
Locate your iiNet Cable modem and ensure that it's connected correctly. Setup guides are available here.
Check that all cables are in good condition and plugged in securely, without any kinks.
Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
Turn the outlet back on and wait for the modem lights to settle.
Attempt to view a website.
Attempt to view a website on other devices connected to your modem via WiFi or Ethernet cable
If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
If you can view websites on devices connected via Ethernet cable but not on WiFi, switch to troubleshooting WiFi No Connection.
If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
If you can view websites on some devices but not others, see our guide on Browsing issues.
To investigate your connection issue, we'll need your Cable modem's Serial Number and CMAC Number. These details can be found on the unit's barcode sticker:
Example: CG3000

Example: CG2200

Example: EPC3940L
Call us on 13 22 58 for further assistance.

Visit our Network Status page to see any known issues in your area that may be affecting your service speed.
Turn off your modem and leave it off for at least 10 seconds.
Turn your modem back on and wait for the modem lights to settle.
Run a speed test.
If you're testing your speed on a device connected to your modem via WiFi, stand next to your modem and run a speed test to rule out any WiFi signal issues.
Connect to your modem’s 5GHz WiFi instead of the slower 2.4GHz WiFi network. If your modem has 5GHz WiFi, you’ll find the default 5GHz WiFi name and password on its barcode sticker.
Example: CG3000

Example: CG2200

Example: EPC3940L
If your speed has improved, or slow speeds occur on WiFi devices but not devices connected via Ethernet cable, then see our guide on improving WiFi signals.
Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
On the device you are testing, close all programs that are using your broadband connection.
Run a speed test.
If your speed has improved on a single device, you may be running more devices/programs than your connection can handle. Some programs may be set to open in the background as soon as the computer restarts, so we recommend that Windows users check the Task Manager (press CTRL+ALT+DELETE on the keyboard to open) and Mac OSX users check the Dock at the bottom of the screen and close any of these programs if they are running.
Check that all cables connected to your modem are in good condition and plugged in securely, without any kinks.
Note: The coaxial cable in particular must be screwed on securely at the cable wall socket and the Cable modem.
The type of Ethernet should be printed on the length of the cable. Older Cat5 Ethernet cables are not recommended - Cat5e or Cat6 is ideal.
Any damaged or outdated cables should be replaced.
Run a speed test.
Make sure your antivirus/anti-malware software is up to date, and perform a scan on any devices that are running slowly.
If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
Record the results of the following tests at three different times of the day (i.e. morning, midday, night):
- Ping test both "iinet.net.au" and "google.com.au"
- Traceroute both "iinet.net.au" and "google.com.au"
Note: These test results will help us investigate your issue when you contact us. Copy/pasting the test results into a Word document or an email is fine.
Call us on 13 22 58 for further assistance.

Select your modem to get started:

Note: The CG3000 model was supplied from 29 June 2022 onwards. If you're not sure which model you have, please check your modem's barcode sticker on the base.

	Cable Gateway Pro (CG3000)
	Cable Gateway Pro (CG2200)
	Cable Gateway Pro (EPC3940L)

Note: If you have an old modem that you don't want to keep, please consider eWaste recycling facilities that may be offered by your local council.

Cable Gateway Pro (CG3000)

Follow the instructions below to set up your ULTRA Cable.

First, ensure you have:

Your iiNet Cable Gateway Pro modem.
A message from us advising you to plug in your modem.
An electrical outlet near your cable wall outlet.

Connect the power cables from your modem's 12V IN Port to an electrical outlet.
Connect the included RF coaxial cable from the CABLE IN connector on your modem to your cable wall outlet.
Important: Make sure the cable is connected securely at both ends, as a lose connection can affect your internet performance.
Make sure the electrical outlet for your modem is ON.
Allow 15 minutes for your modem to boot up and connect automatically.
Check the lights on your modem. If the Online light is green, you can start connecting your devices and get online.
To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
If you wish to use your Cable Phone service, plug a compatible handset into the TEL1 port on your modem.
If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.

We recommend connecting to the 5GHz WiFi (network name ending in "5G") for faster performance. See Improving WiFi Signal.

Cable Gateway Pro (CG2200)

Follow the instructions below to set up your ULTRA Cable.

First, ensure you have:

Your iiNet Cable Gateway Pro modem.
A message from us advising you to plug in your modem.
An electrical outlet near your cable wall outlet.

Connect the power cables from your modem's 12V IN Port to an electrical outlet.
Connect the included RF coaxial cable from the CABLE IN connector on your modem to your cable wall outlet.
Important: Make sure the cable is connected securely at both ends, as a lose connection can affect your internet performance.
Make sure the electrical outlet for your modem is ON.
Allow 15 minutes for your modem to boot up and connect automatically.
Check the lights on your modem. If the Online light is green, you can start connecting your devices and get online.
To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
If you wish to use your Cable Phone service, plug a compatible handset into the TEL1 port on your modem.
If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.

We recommend connecting to the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

Cable Gateway Pro (EPC3940L)

Follow the instructions below to set up your ULTRA Cable.

First, ensure you have:

Your iiNet Cable Gateway Pro modem.
A message from us advising you to plug in your modem.
An electrical outlet near your cable wall outlet.

Connect the power cables from your modem's Power Port to an electrical outlet.
Connect the included RF coaxial cable from the CABLE connector on your modem to your cable wall outlet.
Important: Make sure the cable is connected securely at both ends, as a lose connection can affect your internet performance.
Make sure the electrical outlet for your modem is ON.
Allow 15 minutes for your modem to boot up and connect automatically.
Check the lights on your modem. If the ONLINE light is green, you can start connecting your devices and get online.
To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow ETHERNET ports on your modem.
If you wish to use your Ultra Cable Phone service, plug a compatible handset into the TELEPHONE 1 port on your modem.
If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.

We recommend connecting to the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

How do I know if I'm eligible for ULTRA VDSL2?

You can check your address on our website.

iiNet ULTRA Broadband VDSL2 is only available within the ACT.

What happens after I submit my application?

A service qualification test will be performed on your phone line.
As activation will require a technician to visit your premises, if your line is compatible, a technician will contact you to arrange a preferred installation date within 2 weeks of your order.
Once that appointment has been booked, we’ll pre-provision your VDSL2 service so that it’s active and ready to use as soon as the technician has performed any necessary work at your premises.
On the date of installation, the technician will install the VDSL2 modem that was delivered to you, and will complete the installation at your premises. Someone aged 18 or older must be present.
If you selected a new number for your Netphone VoIP service, it will be set up on your installation day. If you chose to port an existing phone number to Netphone VoIP, activation may not be complete before your installation day. If this is the case, please follow the setup advice in your Netphone activation email and/or the setup guide for your iiNet VDSL2 modem.

How will my hardware be delivered?

Your ULTRA VDSL2 modem and any other hardware in your order will be dispatched by courier to your nominated delivery address. If a technician visit is required for your connection, they will set up the delivered modem for you.

What appointments are available for a technician visit?

Technician appointments are available within the following 4-hour blocks on business days:

Morning (8AM - 12PM)
Afternoon (1PM - 5PM)

Someone over the age of 18 must be present during your appointment to allow the technician to gain access to your premises.

What’s going to happen on the day of the ULTRA VDSL2 installation?

Firstly, you’ll receive an SMS from the technician on the day of their visit.

When the technician arrives at your property, ensure you check their ID before letting them inside to ensure they are a tech2home contracted technician.

If your premises has previously been connected to a VDSL2 network, standard installation will normally take between approximately 30 minutes to an hour. If your premises has never been connected to VDSL2 before, then an overhead aerial cable to your house (from power pole into your roof) will be required. This is included in your standard setup, and installation may take up to 2 hours to complete.

Once the physical installation is complete, our technician will then test to ensure your connection is working before they leave. If your Netphone (VoIP) service activation has been completed by the date of your installation, they’ll be able to test this too.

Some other items to be mindful of;

As a general rule our technicians do not move household furniture therefore this will be the responsibility of the householder. Please assist our technicians where this may be required.
Some drilling may be required (e.g. to mount equipment), so be prepared for a small amount of drilling noise and dust, which our technician will clean up afterwards.
If you ask the iiNet technician to perform additional work at the time of your installation then an additional appointment to complete this work may be required, and additional fees may be applied separately.

Are there any services that won’t work when I have ULTRA VDSL2?

Yes. Any service that relies on a standard landline phone service with a dial tone will no longer work when you have ULTRA VDSL2. This includes:

Priority Assistance phone services
Fax machines
EFTPOS or vending machines
Back-to-base VPN
Monitored security alarms
Dial-up security cameras

Digital Pay TV may also be affected if you switch to VDSL2 – please consult your Pay TV provider to find out if VDSL2 will support your TV services.

Please note: iiNet does not offer a Priority Assistance service. If you are a Priority Assistance customer please consider this prior to lodging your application.

Can I change my ULTRA VDSL2 plan?

Yes, you can change your plan in Toolbox.

Will my current modem/router work with ULTRA VDSL2?

You must use the VDSL2 modem supplied by us in order for your ULTRA VDSL2 broadband and Netphone (VoIP) service to work as expected.

What factors can affect VDSL2 speeds?

Speed is dependent on multiple different factors, such as:

Cable length between your premises and our equipment at the node
Any modems/routers, switches or hubs connected to your VDSL2 installation
Your PC/laptop/mobile devices and their ability to handle the supplied speed.
If you’re using WiFi to connect devices to VDSL2.

What is Netphone?

Netphone is a VoIP (Voice over Internet Protocol) phone service that works over your internet connection. Instead of plugging a phone handset into the wall, you’ll plug it into our VoIP-enabled VDSL2 modem to enjoy some serious savings on your call rates!

For more information about Netphone including how it works, service features and phone numbers, please see our Netphone (VoIP) FAQ.

Visit our Network Status page to see any known issues in your area that may be affecting your connection.
Turn off your modem and leave it off for at least 10 seconds.
Turn your modem back on and wait for the modem lights to settle.
Continue monitoring for dropouts.
When your connection drops out, check other devices connected to your modem via WiFi or Ethernet cable to see if they've dropped out, too.
If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
If devices connected via Ethernet cable stay online when devices connected via WiFi drop out, switch to troubleshooting WiFi Dropouts.
If you only lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
Check that all cables connected to your modem are in good condition and plugged in securely, without any kinks.
The type of Ethernet should be printed on the length of the cable. Older Cat5 Ethernet cables are not recommended for VDSL2 services - Cat5e or Cat6 is ideal.
Any damaged or outdated cables should be replaced.
Continue monitoring for dropouts.
If a fault needs to be lodged for your VDSL2 service, we'll need the dates and times of when the dropouts occurred. Please make notes for easy reference, e.g:

27/11/2019 - 7:30PM to 8:15PM
28/11/2019 - 8:30AM to 9:00AM
28/11/2019 - 10:00AM to 10:30AM
Call us on 13 22 58 for further assistance.

Visit our Network Status page to see if any known issues in your area are affecting your connection.
Locate your modem and ensure that it's connected correctly. Setup guides are available here.
Check that all cables are in good condition and plugged in securely, without any kinks.
Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
Turn the outlet back on and wait for the modem lights to settle.
Attempt to view a website.
Attempt to view a website on other devices connected to your modem via WiFi or Ethernet cable
If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
If you can view websites on devices connected via Ethernet cable but not on WiFi, switch to troubleshooting WiFi No Connection.
If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
If you can view websites on some devices but not others, see our guide on Browsing issues.
Call us on 13 22 58 for further assistance.

Visit our Network Status page to see any known issues in your area that may be affecting your service speed.
Turn off your modem and leave it off for at least 60 seconds.
Turn your modem back on and allow it to reboot (wait for the modem lights to settle into a stable pattern).
Run a speed test.
If you're testing your speed on a device connected to your modem via WiFi, stand next to your modem and run a speed test to rule out any WiFi signal issues.
Connect to your modem’s 5GHz WiFi instead of the slower 2.4GHz WiFi network. If your modem has 5GHz WiFi, you’ll find the default 5GHz WiFi name and password on its barcode sticker.
If your speed has improved, or slow speeds occur on WiFi devices but not devices connected via Ethernet cable, then see our guide on improving WiFi signals.
Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
On the device you are testing, close all programs that are using your broadband connection.
Run a speed test.
If your speed has improved on a single device, you may be running more devices/programs than your connection can handle. Some programs may be set to open in the background as soon as the computer restarts, so we recommend that Windows users check the Task Manager (press CTRL+ALT+DELETE on the keyboard to open) and Mac OSX users check the Dock at the bottom of the screen and close any of these programs if they are running.
Check that all cables connected to your modem are in good condition and plugged in securely, without any kinks.
Any damaged cables should be replaced.
Run a speed test.
Make sure your antivirus/anti-malware software is up to date, and perform a scan on any devices that are running slowly.
If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
Call us on 13 22 58 for further assistance.