Can't Connect: DSL Internet Troubleshooting

These troubleshooting steps will help if your existing ADSL internet connection has stopped working. Separate troubleshooting is available for nbn™ & Optus Cable internet connections.

If you are trying to connect your internet for the first time, please see our DSL Quick Start Guide instead.

Before you start:

Step 1: Check your phone

If you have a fixed phone, check for a dial tone. If there is no dial tone, see No dial tone: Fixed Phone Troubleshooting.

If you have dial tone or don’t have a fixed phone, go to the next step.

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Step 2: Restart your modem

Remove the power cable from the back of your modem for 60 seconds, then plug it back in. After approximately 2 minutes the lights on the modem should settle into a stable pattern.

If restarting your modem didn’t work, go to the next step.

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Step 3: Check your modem’s internet connection

Check whether your modem’s Internet light is on/blinking. If it is on, you can skip to Step 4: Check your WiFi connection.

If the Internet light is off:

  1. 1. Disconnect any equipment that connects to your phone line’s wall sockets. This may include:

    • Cordless phones

    • Line filters

    • Extension cords

    • Modems

    • eftpos machines

    • Back to base alarms

    • Digital set top boxes

  2. Plug the modem directly into the wall socket

  3. Check the Internet light again. If it remains off, see Further help

  4. If the Internet light is on, plug your line filters and other equipment back in one item at a time. Check the Internet light after connecting each item.

  5. If the Internet light turns off after connecting a piece of equipment, the issue may be your line filter setup or the specific item. See Further help

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Step 4: Check your WiFi connection

If you are connecting to the internet via WiFi, try the following steps.

  1. Check that WiFi is on:

    • Check your WiFi light. If it’s off, turn your modem’s WiFi button on

    • Make sure your computer / device also has WiFi turned on

  2. Reset the connection:

    • Turn your modem and your computer off and leave them off for 60 seconds

    • Turn both devices back on and allow a few minutes for them to reconnect

  3. Connect via ethernet cable

    • Use an ethernet cable to connect your computer directly to your modem, then test your internet connection

    • If you can connect via ethernet, you have identified an issue with your WiFi setup. See your modem user guide for help with your WiFi connection. View Guides for Optus-supplied modems.

If you are still unable to connect to the internet, go to the next step.

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Further help

Contact us and we’ll help you out. Before you get in touch, please make sure your computer is connected to your modem via ethernet cable. This will help us as we conduct our own troubleshooting.

NBN: Call 1300 300 427

Other services: Call 13 13 44

When you call, advise the technician what troubleshooting you have done. Keep in mind we may ask you to repeat some of the troubleshooting steps so that we can check the diagnostic responses from our network.

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