Troubleshooting ADSL - Dropouts

This article will guide you through the troubleshooting for internet dropouts on an ADSL1 or ADSL2+ broadband service.

Symptoms

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.

When your internet drops out, you may notice your modem has a flashing ADSL sync light.

Troubleshooting

  1. Unplug all devices from every phone socket, including your modem, line filters/splitters, telephones, fax machines and EFTPOS terminals.
  2. Plug a standard telephone handset (with no filter) into the phone socket. Listen for a dial tone and make sure you can make a call without hearing noise interference. If you don’t have a dial tone or you hear line noise, you will need to contact your phone carrier to have this fixed.
  3. If you have no phone issues, unplug the telephone handset and instead plug your modem directly into the phone socket (with no filter). This is known as “isolating” your modem, because it is now the only thing plugged in.
  4. Set your modem to G.DMT mode. As all modem differ please consult its user manual if you’re not sure how to do this.
  5. Connect a computer to your modem with an Ethernet cable to get online.
  6. Leave your modem isolated like this for at least 24 hours, making a note of the time any dropouts occur and how long they last.
  7. If your internet doesn't drop out any more, follow the advice below.
  8. 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.
  9. 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.
  10. 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 1300 134 638 for assistance.

If dropouts stop while your modem is isolated

  1. If your dropouts stop happening while your modem is plugged straight into the phone socket, you can start plugging your other equipment back in.
  2. 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.
  3. If your connection starts dropping out again, the filter or device you’ve just plugged in is probably faulty or affecting your internet connection.
  4. We recommend replacing a cable, filter or device if it is faulty, or adding a filter to a phone or fax if it didn’t already have one.

More information

Connection dropouts can be caused by several things, but one of the most common causes is faulty hardware.

To reduce the chance of an incorrect serivce call out being charged we need to rule out as many other possible causes for your connection issue as we can.

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.

Login