Troubleshooting ADSL for No Connection

Please follow the steps below and proceed to next step if the issue persists.


Step 1) Check Network Status

  • Visit our Network Status page to see if any known issues in your area are affecting your connection.


Step 2) Check your cables

  • 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.
ADSL2+ plugin diagram


Step 3) Restart your modem

  • Turn off the electrical outlet for your modem and leave it off for at least 60 seconds.
  • Turn the outlet back on and wait for the modem lights to settle.
  • Attempt to view a website.


Step 4) Check your phone line

  • Plug a standard telephone handset (with no line filter) into the phone socket.
  • Listen for a dial tone. If no dial tone is present, switch to Troubleshooting No Dial Tone.
  • Make a phone call to any number. If you hear line noise or interference while on the call, switch Troubleshooting Line Noise.


Step 5) Check your home network

  • 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.


    Step 6) 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.