This article will guide you through the troubleshooting for internet dropouts on a Naked DSL service.
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- Your internet connection will stop and start – it may drop out for short or long periods of time, either randomly or around the same time each day. However, your connection will always return. If your connection drops out and stays out, please see troubleshooting no connection instead.
- You experience dropouts on all computers or devices in your home, not just a single device or only devices that are connected to the WiFi.
- The lights on the front of your modem may indicate a problem; please check the user manual to learn the meaning of your modem's status lights. Guides for iiNet modems are located here.
Things to check first
||Confirm that all your modem cables are in good condition and plugged in securely.
||Test your connection on a computer connected to your modem with an Ethernet cable to confirm that the issue isn’t just WiFi dropouts.
||To rule out the possibility of data congestion, reduce the number of devices connected to your home network.
||Keep note of the times when your internet connect drops out, particularly if it only seems to happen around 5-8PM, which is a time when network congestion commonly occurs.
|Central splitter required
||If you have a Back to Base Alarm system, you may need to contact an ACMA-licensed installer to install a central splitter.
|Network outages or scheduled maintenance
||Check the iiNet Network Status page to see if there’s a service disruption in your area.
- Unplug all devices from every phone socket, including modems, pay TV boxes and EFTPOS terminals.
- Plug your modem directly into the phone socket (with no line filter/splitter). This is known as “isolating” your modem, because it is now the only thing plugged in.
- Set your modem to G.DMT mode. Instructions for modems purchased from iiNet are here. If you have a third-party modem, the method for doing this may vary. Please check your modem's user manual or the manufacturer's website for support information.
- Connect a computer to your modem with an Ethernet cable (recommended) or use one of your connected WiFi devices to get online.
- Leave your modem isolated like this for at least 24 hours or however long it typically takes the dropouts to occur, making a note of the time any dropouts occur, and how long they last.
- If your internet doesn't drop out any more, follow the advice below.
- If your internet is still dropping out, try using a different phone cable to connect your modem to the phone socket. An old or damaged cable may be interfering with the connection.
- If possible, try using a different Ethernet cable to connect your computer to the modem.
- If you have more than one phone socket in your home, try plugging your modem into the other phone sockets and monitor it for dropouts. If your modem works fine when it's plugged into one socket but not another, there may be a problem with the internal wiring between the phone sockets.
- If possible, test a different modem at your property. If a different modem doesn’t give you any dropouts, the original modem may be faulty.
- If you still experience dropouts, please call our Support Team on 13 22 58 for further assistance.
- If your dropouts stop happening while your modem is plugged straight into the phone socket, you can start plugging your other equipment back in.
- Ideally, you should plug in one device at a time and briefly monitor your internet connection for dropouts before plugging in another device. This will help you identify any specific hardware that may be causing the dropouts.
- If your connection starts dropping out again, the device you’ve plugged in is probably faulty or affecting your connection; or its cable may be damaged.
- We recommend replacing a cable or device if it is faulty. Remember that line filters are used on telephone equipment. With Naked DSL you don't have a traditional landline phone, so you don't need to use a line filter.
Why do I need to test a different modem?
Connection dropouts can be caused by several things, but one of the most common causes is faulty hardware.
If iiNet lodges a fault for a service when there is no fault, then you may be charged an incorrect call-out fee by our wholesaler’s fault technician. To reduce the risk of this we need to rule out as many other possible causes for your connection issue as we can.
If you don't experience any dropouts with a different modem plugged in, then it's likely that the previous modem was causing the dropouts.
If both modems experience dropouts, it's safe to say the original modem isn't faulty.
What do I do if I suspect my home has internal wiring issues?
If your modem works when it's plugged into one phone socket but not another, you may have internal wiring issues. If you suspect this is the case, please contact an electrician who is registered with an ACMA-accredited registrar. This means that they are properly licensed to work on communications cables.