ADSL Support

ADSL Support

On this page you will find information on troubleshooting ADSL issues.

Why can't I access the internet?

There are various reasons why you may be unable to access the internet. We recommend checking the following:

The first thing to check is your ADSL modem. Check to make sure that it is turned on and that both the ADSL and Internet LEDs are lit up. If the LEDs on the modem are not labelled you may need to check the manual that came with your modem.

Next, restart your ADSL modem and wait up to 5 minutes before attempting to access the internet again.

If you connect to your ADSL modem using wireless then please make sure the wireless card in your computer is working. If you have a USB wireless adaptor try the following:

  1. Turn off your computer
  2. Unplug the USB wireless adaptor
  3. Turn on your computer
  4. Once Windows has started and you are at the desktop plug in the USB wireless adaptor
  5. Let Windows install drivers for your USB wireless adaptor
  6. Check that the wireless connection to your ADSL modem has been re-established

If you have a laptop make sure the wireless antenna is turned on. You may need to check your laptop manual to determine how to enable and disable the wireless antenna.

If you connect using wireless networking and the above does not resolve your problem try connecting your computer to your ADSL modem using a network cable. Your ADSL modem should have come with one of these.

If you are still unable to access the internet check that your computer can communicate with the internet by doing the following:

  • If using a Windows system click on the Start button, All Programs, Accessories, Command Prompt.
  • At the prompt type in "ping www.google.com" then press enter. If you get 4 lines starting with "Reply from" go to the Browser Troubleshooting section. If you get a response "Ping request could not find host ..." then continue.
  • At the prompt type in "ping 8.8.8.8" then press enter. If you get 4 lines starting with "Reply from " go to the DNS Troubleshooting section. If you get a response "Request Timed Out" go to the Network Troubleshooting section.

 

Isolation Test

One of the troubleshooting steps you may be asked to complete is an isolation test. An isolation test is usually performed when you have issues such as no line synchronisation (the ADSL LED on the modem does not light up), or you have frequesnt disconections.

To complete an isolation test perform the following:

  1. Turn off your ADSL Modem.
  2. Connect the ADSL modems telephone cable directly to the telephone wall socket.
    • Ensure that any line filters or line splitters are remvoed.
  3. Disconnect all other telephone devices from their telephone wall sockets.
    • i.e. unplug any telephones, faxes, Pay TV boxes, security systems, etc that use the same telephone number as your ADSL connection.
  4. Turn on your ADSL modem and wait 5 minutes.
  5. Once the ADSL LED on the modem lights up test your internet connection by opening a web site on your computer.
    • If you had a no line synchronisation issue reconnect the line filter, then reconnect one by one the telephone devices you disconnected and identify the cause of the issue.
    • If you had a frequent disconnection issue leave the the connection in isolation mode for at least 3 hours. Reconnect your line filters, then reconnect one by one the telephone devices you disconnected to try and identify the cause of the issue.
  6. If the ADSL LED on the modem does not light up, or if your frequent disconnections continue you will need to contact Voipex support on 1300 797 743 to lodge a fault.