Learn about the broadband troubleshooting procedure and the checks you can perform which may restore your services. Before beginning these checks, we recommend referring to our outages page.
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.
Ensure all cables are plugged in correctly and securely. Loose cables or faulty cables can cause loss of service.
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 refer to the Isolation Testing section.
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 factory reset your modem.
Scenario 3: Modem will not power on. Please try your modem at another power point and contact our team to discuss a replacement modem.
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.
To rule out your equipment or the physical setup of your home network as being the reason behind your loss of service, it is crucial to complete the steps outlined below. This will ensure that we are taking all the necessary precautions to avoid any technician call out charges.
1. Unplug all phones, modems, filters or any other devices from all jackpoints in your home. Some monitored home alarms may be automatically triggered if they're unplugged, so it might be a good idea to get in touch with your alarm provider first, to let them know what's going on.
2. Take your modem to a jackpoint in your home and plug it in. Test the modem directly plugged into your jackpoint without the use of a filter and turn it on. If the light labelled ‘DSL’ lights up, then your modem has reconnected.
3. If your modem successfully reconnects: this means that your other devices or equipment are the reason behind your loss of service. Plug your equipment back in piece by piece, checking the connection each time. When the problem returns you have discovered the faulty piece of equipment.
If your modem doesn’t reconnect: the problem may lie with your jackpoint, phone cable or modem. Try another phone cable and if that doesn’t work, try the other jackpoints in your home, testing the connection each time.
4. Lastly, we recommend running through steps 2 and 3 with another modem, to rule out your existing modem as being faulty.
1. Confirm that your modem is correctly and securely connected to your Fibre Optical Network Terminal (ONT). This article here presents more information regarding the physical setup.
2. Turn the power to your modem off and wait about 5 minutes before turning this back on. Firstly turn on your ONT and then turn on your modem. Test again to check if your loss of service has been resolved.
3. Test another Ethernet cable from your ONT to your modem. This is to ensure that the Ethernet cable you are currently utilizing hasn't become faulty. The Ethernet cable goes from the WAN port of your modem to the GE1/LAN1 port of your ONT.
What should I do now?
If you find that you’ve performed all these steps, and you haven’t found a possible cause for your broadband issue, contact our team. We will complete some final checks with you before reporting a fault.