My ADSL has stopped working / is disconnecting, how can I fix it?
If your ADSL has stopped working, there are several things you can try before calling support:
Please check for noise on your phone service. If noise, crackling, buzzing is evident please let us know. If there is noise when using just a standard handset we should troubleshoot this first.
Disconnect the power to the modem, wait 10 seconds and reconnect. See if this improves the connection.
Check your system for viruses and spyware.
Check the telephone cable between the modem and the phone socket is less than 2m and that there are no double adaptors or extension cables in use.
Disconnect all devices off the telephone line, including all telephones, fax machines, back to base alarms and Foxtel digital. Please also remove all ADSL filters off the line and connect a short cable (less than 2 metres) from the ADSL modem to the main wall socket in the house. See if that improves the connection.
If the above does not improve the connection, please try other sockets in the household.
Ensure the modem is in G.DMT modulation mode.
Factory reset your modem and re-configure it. Generally, a factory reset can be performed by holding in the reset button on the back of the modem with a paperclip, or something of similar size, for about 10 seconds. Once this is done, it will wipe all settings you have entered into the modem/router.
If possible, please try another modem and see if that improves the connection.
If you continue to have issues after doing this please contact support on 1300 303 375
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