This article will guide you through the troubleshooting for connection dropouts on an iiNet Fibre to the Building (FTTB) 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
|Loose or damaged cables
||Check that all 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.
||If you received a Network Termination Unit (NTU) with your modem, check its status lights as they may indicate a problem.
|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.
- Ensure that your modem is plugged directly into the wall socket (or if you have an NTU, directly to the NTU's GATEWAY port). No line filters/splitters should be used with FTTB.
- Using an Ethernet cable, connect a computer directly to a LAN port on your modem.
- 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.
Important: When the connection drops out, you should see the lights on your modem change to red or another negative colour, particularly lights indicating sync/connection and authentication (please check the user manual to learn the meaning of your modem's status lights - guides for iiNet modems are located here). If these lights do not change, it's unlikely that the issue lies with the FTTB service. Please check the connections between your modem and computers/devices and try troubleshooting WiFi dropouts.
- If possible, try using a different phone cable to connect your modem to the phone socket (or if you have an NTU, to the NTU's GATEWAY port). 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 still experience dropouts, please call us on 13 22 58 for further assistance.