Troubleshooting Ultra Cable for No Connection

If your Ultra Broadband Cable service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.

  1. Visit our Network Status page to see if any known issues in your area are affecting your connection.
  2. Locate your iiNet Cable modem and ensure that it's connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
    Cable Gateway Pro CG3000 plugin diagram
  3. Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
  4. Turn the outlet back on and wait for the modem lights to settle, then attempt to view a website.
  5. Attempt to view a website on a device connected to your modem via Ethernet cable, not Wi-Fi. If Ethernet works but Wi-Fi doesn't, see troubleshooting Wi-Fi No Connection.
  6. If you can view websites on some devices but not others, see our guide on Browsing issues.
  7. If you still can't view a website, call us on 13 22 58 for further assistance. To investigate your connection issue, we'll need the Serial Number and CMAC Number for your Cable NTU or modem barcode sticker:

    Example: VM3000GS NTU
    VM300GS barcode sticker example

    Example: CG3000 Modem
    Cable Gateway Pro CG3000 barcode sticker - MAC and S/N

    Example: CG2200 Modem
    Cable Gateway Pro CG2200 barcode sticker - MAC and S/N
     
    Example: EPC3940L Modem
    Cable Gateway Pro barcode sticker example

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