Troubleshooting VDSL2 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.
    VDSL2 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.