Troubleshooting ULTRA VDSL2 for Dropouts

  1. Visit our Network Status page to see any known issues in your area that may be affecting your connection.
  2. Turn off your modem and leave it off for at least 10 seconds.
  3. Turn your modem back on and wait for the modem lights to settle.
  4. Continue monitoring for dropouts. 
  5. 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.
  6. If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
  7. If devices connected via Ethernet cable stay online when devices connected via WiFi drop out, switch to troubleshooting WiFi Dropouts.
  8. If you only lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
  9. Check that all cables connected to your modem are in good condition and plugged in securely, without any kinks.
  10. The type of Ethernet should be printed on the length of the cable. Older Cat5 Ethernet cables are not recommended for VDSL2 services - Cat5e or Cat6 is ideal.
  11. Any damaged or outdated cables should be replaced.
  12. Continue monitoring for dropouts.
  13. If a fault needs to be lodged for your VDSL2 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
  14. Call us on 13 22 58 for further assistance.

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