Troubleshooting VDSL2 for No Connection

Please follow the steps below and proceed to next step if the issue persists.

 

Step 1) Check Network Status

  • Visit our Network Status page to see if any known issues in your area are affecting your connection.

 

Step 2) Check your cables

  • Locate your modem and ensure that it's connected correctly. Setup guides are available here.
  • Check that all cables are in good condition and plugged in securely, without any kinks.

 

VDSL2 plugin diagram

 

Step 3) Restart your modem

  • Turn off the electrical outlet for your modem and leave it off for at least 60 seconds.
  • Turn the outlet back on and wait for the modem lights to settle.
  • Attempt to view a website.

 

Step 4) Check your home network

  • Attempt to view a website on other devices connected to your modem via WiFi or Ethernet cable
  • If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
  • If you can view websites on devices connected via Ethernet cable but not on WiFi, switch to troubleshooting WiFi No Connection.
  • If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
  • If you can view websites on some devices but not others, see our guide on Browsing issues.

 

    Step 5) Call us on 13 22 58 for further assistance