Can't Connect: DSL Internet Troubleshooting

If you're unable to connect to the internet please try these troubleshooting steps. If the guide is unable to help you restore your internet connection it will provide you with info on how to report the fault to us.

If you're looking to set up your modem for the first time, please see our DSL Quick Start guide.

Before you begin

This guide assumes the following:

- You're able to access this guide via another internet connection (eg. via a mobile or tablet)
- Your operating system is either Mac OS-X or Windows running in a standard configuration
- You've confirmed that we haven't listed a known outage on our network status page

Important: If you also have a Home / Office Phone with us, check that it's working okay. If your phone is also not working, see this article first.

Restart your computer

Please turn you computer off, wait 30 sec and then turn it back on. This will allow it's operating system to refresh, complete any updates and reset its connection to your DSL modem.

Once it's restarted check if you're able to reconnect to the internet.

Click next if it's still not working.

Click here to continue