Troubleshooting ULTRA VDSL2 for Dropouts
- Visit our Network Status page to see any known issues in your area that may be affecting your connection.
- Turn off your modem and leave it off for at least 10 seconds.
- Turn your modem back on and wait for the modem lights to settle.
- Continue monitoring for dropouts.
- 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.
- If you have a Network Termination Device (NTU) and you notice any of the following status light behaviours after restarting, please call us on 13 22 58 for assistance:
LAN light off or flashing green Gfast light - Check that all cables connected to your modem are in good condition and plugged in securely, without any kinks.
- 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.
- Any damaged or outdated cables should be replaced.
- Continue monitoring for dropouts.
- 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
- Call us on 13 22 58 for further assistance.