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Troubleshooting VDSL2 for No Connection

This article will guide you through the troubleshooting for no internet connection on an iiNet VDSL2 service.

Select one of the links below to jump to a query:

Symptoms

  • You can’t view websites or receive email on any computer or device connected to your home network.
  • 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

Potential cause Try this:
Incompatible modem
A modem/router must support VDSL2 in order to work on the VDSL2 network.
Former TransACT VDSL1 services If you are a former TransACT VDSL customer, your old modem may only support VDSL1. Please switch to the VDSL2 modem supplied when you switched to iiNet VDSL2 - it needs to be plugged into the same wall socket you used for your TransACT phone service. This is different to the wall socket that was used for your VDSL1 modem.
Physical setup and modem settings If you haven't already done so, follow the setup guide for your iiNet modem to plug it in and configure it for VDSL2. If you purchased a VDSL2-ready modem elsewhere, please refer to its setup guide or check the manufacturer's website for support information.
Browsing issues If your modem has no irregular lights, try to view a website using a different computer or device. If only one computer/device can’t view a website, that device may have browsing issues.
Loose or damaged cables Check that all cables are in good condition and plugged in securely.

 

Troubleshooting

  1. Turn your modem off, wait one minute and then turn it back on. Once it has finished rebooting, try to view a website on one of your connected computers or WiFi devices. If you can’t view a website, go to the next step.
     
  2. Unplug all devices from every telephony/networking wall socket at your address, including modems, phones, pay TV boxes and EFTPOS terminals.
     
  3. Plug your modem directly into the wall socket (no line filter/splitter should be used for modem connections). This is known as “isolating” your modem, because it is now the only thing plugged in.
     
  4. Using an Ethernet cable, connect a computer directly to a LAN port on your modem to rule out any WiFi issues, then try to view a website. If you can, it means your modem has a connection and there are no other issues preventing you from getting online, so you can follow the advice below to identify the cause of the issue.
     
    If you can’t view a website, go to the next step.
     
  5. If you have more than one wall socket in your home, try plugging your modem into the other sockets to see if it can get online.
     
  6. If possible, try using a different phone cable to connect your modem to the phone socket. An old or damaged cable may be preventing a successful connection.
     
  7. If possible, try using a different Ethernet cable to connect your computer to the modem.
     
  8. If you still can’t get online, please call us on 13 22 58 for further assistance.

 

If your modem gets back online while it is isolated

If your modem gets back online while it’s plugged straight into the wall socket, that means that one of the other pieces of equipment you had plugged in (e.g. filter, cable, phone) was interfering with your home network.

Start plugging your other equipment back in, piece by piece.

Wait a minute or two after each device is plugged back in, and then check to see that your modem is still connected to the internet.

If your modem suddenly loses its connection, the cable or device you’ve just plugged in is probably faulty or interfering with your connection.

We recommend replacing a cable or device if it is faulty.

 

More information

What do I do if I suspect my home has internal wiring issues?

If your modem works when it's plugged into one wall 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.

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