Troubleshooting Naked DSL 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 Naked DSL 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. Attempt to view a website on other devices connected to your modem via WiFi or Ethernet cable
  8. If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
  9. If you can view websites on devices connected via Ethernet cable but not on WiFi, switch to troubleshooting WiFi No Connection.
  10. If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
  11. If you can view websites on some devices but not others, see our guide on Browsing issues.
  12. Call us on 13 22 58 for further assistance.


Appendix - Central splitters

If you have 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 Naked DSL-compatible modems available for purchase. If you need to replace the modem for a Naked DSL service, you’ll need to purchase one from another retailer.

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