Troubleshooting Naked DSL for Dropouts

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 any known issues in your area that may be affecting your connection.

Step 2) Restart your modem

  • 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).
  • Continue monitoring for dropouts. 

Step 3) Check your connection on other devices

  • 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.

Step 4) Check your cables

  • 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 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.
  • Any damaged or outdated cables should be replaced.
  • Continue monitoring for dropouts.

Step 5) Optional: Put your modem into Safe Mode

  • Safe Mode (G.DMT) provides the most connection stability. You can toggle your connection profile in Toolbox.
  • Alternatively, Safe Mode guides for modems sold by iiNet are available here.
  • If you have a third-party modem, please check the manufacturer's website for support information.
  • Continue monitoring for dropouts.

Step 6) Make a note of your dropouts

  • 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

Step 7) Call us on 13 22 58 for further assistance