Troubleshooting ADSL for No Connection

  1. Visit our Network Status page to see if any known issues in your area are affecting your connection.
  2. Locate your modem and ensure that it's connected correctly. Setup guides are available here.
    TG-789 ADSL2+ plugin diagram
  3. Check that all cables are in good condition and plugged in securely, without any kinks.
  4. Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
  5. Turn the outlet back on and wait for the modem lights to settle.
  6. Attempt to view a website.
  7. Plug a standard telephone handset (with no line filter) into the phone socket.
  8. Listen for a dial tone. If no dial tone is present, switch to Troubleshooting No Dial Tone.
  9. Make a phone call to any number. If you hear line noise or interference while on the call, switch to Troubleshooting Line Noise.
  10. Attempt to view a website on other devices connected to your modem via WiFi or Ethernet cable
  11. If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
  12. If you can view websites on devices connected via Ethernet cable but not on WiFi, switch to troubleshooting WiFi No Connection.
  13. If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
  14. If you can view websites on some devices but not others, see our guide on Browsing issues.
  15. Call us on 13 22 58 for further assistance.


Appendix - Central splitters

If you have more than three phones and/or faxes or a Back to Base Alarm system at your premises, you may need to contact an ACMA-licensed electrician to install a central splitter to prevent home network issues.

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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