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Fix ADSL/VDSL broadband connection issues

Find out how to solve broadband connection issues.

First, check if there is an outage in your area. Check the outage map now

If there's no outage in your area, try the following steps. Make sure you test your connection before trying the next step.

Restart your broadband modem

  1. Press the power button on your modem to turn it off. If you can't find it, unplug the modem's power cable from the power point instead.
  2. Ensure all the lights turn off.
  3. Press the power button again, or plug the modem back into the power point to turn it on.
  4. Wait for five minutes. Check which modem lights are solid green. If the broadband light is on, you have a broadband signal.

Check if you have a dedicated jackpoint or splitter

If a technician installed a splitter, they might have told you to use, or put a label on, a specific jackpoint. This is a dedicated broadband jackpoint. You need to plug your modem into this jackpoint.

Check all jackpoints have a broadband filter

  • All jackpoints in use must use a filter. If a technician installed a splitter, they might have told you to use, or put a label on, a specific jackpoint. This is a dedicated broadband jackpoint. If you have one, your modem needs to use this.
  • Your broadband connection uses the same copper line as your phone. For your connection to work, you need to use a filter, or dedicated broadband jackpoint, to separate the broadband and the phone signals.
  • Check that broadband filters plug straight into the jackpoint. Check that other devices go into the filter.
  • Having too many items plugged into jackpoints can cause connection problems. If you have a dedicated broadband jackpoint, you should be able to connect to the internet.
  • Check jackpoints used in garages and sleep-outs.

Use the supplied cable and filter

  • Don't use an extension cord, a DSL cable more than 2 metres long or a multi-adapter to connect your modem to a jackpoint.
  • Only use one filter per jackpoint.
  • Try using a long ethernet cable (up to 100 metres long) as it won't affect the connection quality.

Remove all devices and filters

  • This helps rule out any faulty devices.
  • Unplug everything that connects to a jackpoint, including your modem.
  • Plug the ADSL cable and the modem into a single filter, and plug that into the jackpoint.
  • Restart the modem and wait a few minutes.
  • If this works, start plugging your devices back in, one by one.
  • If your connection stops working after you plug in another device, its filter may be faulty. If you try another filter and the problem persists, the device itself may be faulty.

Try your modem at a different jackpoint

  • There may be a faulty jackpoint that your modem is using.
  • Try your modem at a different jackpoint, and then try removing all your devices and filters.

Note: If you have a dedicated broadband jackpoint, your modem needs to use this.

Find more about using your modem in its user guide. Select your modem from the list below:

Further issues

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