Having trouble with your Broadband Connection? Try these steps before logging a fault. Before beginning these checks, we recommend referring to our network status page.
TROUBLESHOOTING STEPS
- Step 1: Restart your equipment
Power off all devices that are connected to the internet including your modem. Restart the modem first, once the modem comes back online, you can restart your other devices and then try connecting to the internet.
- Step 2: Check cables and power
Ensure all cables are plugged in correctly and securely and power is switched on. Loose cables or faulty cables can cause loss of service.
- Step 3: Check the modem lights
Scenario 1: The DSL light on your modem is flashing or off or if you are on Fibre and your WAN light is off. Please check our outages page before contacting our team for further assistance.
Scenario 2: The DSL/WAN light on the modem is solid green or blue and the Internet light on the modem is red or off. Please contact your modem supplier.
Scenario 3: Modem will not power on. Please try your modem at another power point and contact if that doesn't work contact your modem supplier.
- Step 4 (Fibre only): Check the Optical Network Terminal lights
Scenario 1: The Optical/PON light on your Optical Network Terminal (ONT) is red. Please check our outages page before contacting our team for further assistance.
Scenario 2: The Alarm/LOS light on your ONT is red. Please check our outages page before contacting our team for further assistance.