Troubleshooting ADSL for Dropouts

  1. Visit our Network Status page to see any known issues in your area that may be affecting your connection.
  2. Turn off your modem and leave it off for at least 10 seconds.
  3. Turn your modem back on and wait for the modem lights to settle.
  4. Continue monitoring for dropouts.
  5. 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.
  6. If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
  7. If devices connected via Ethernet cable stay online when devices connected via WiFi drop out, switch to troubleshooting WiFi Dropouts.
  8. If you only lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
  9. Check that all cables connected to your modem and Network Termination Unit are in good condition and plugged in securely, without any kinks.
    Note: If you have more than three phones and/or faxes, or a Back to Base Alarm system, you may need to contact an ACMA-licensed electrician to install a central splitter to prevent interference on your line.
  10. Any damaged or outdated cables should be replaced.
  11. Continue monitoring for dropouts.
  12. If a fault needs to be lodged for your 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
  13. Call us on 13 22 58 for further assistance.

Please note: We no longer have any ADSL-compatible modems available for purchase. If you need to replace the modem for an ADSL2+ service, you’ll need to purchase one from another retailer.

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