Gtelecom | Business ISP for Voice, Data and Internet Services
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Troubleshooting ADSL - No Connection

This article will guide you through the troubleshooting for no internet connection (sync) on an ADSL1 or ADSL2+ broadband service.


Symptoms

  • Gtelecom Australia modems will have a red, orange or flashing ADSL sync light.
  • The lights on other modems may vary; please check the modem's user manual to learn the meanings of its status lights.
  • Your computer or device may show internet connection status as "offline", "no connection" or "disconnected".
  • You can't view websites or receive email on any computer or device connected to your modem.


Things to check

Check that your connection issue isn't caused by the following before proceeding with the troubleshooting:


Potential cause
Try this:
No dial tone or line noise on your home phone Always troubleshoot phone issues before focusing on any internet issues.
Physical setup Confirm that all your modem cables are in good condition and plugged in securely.
Wireless issues Test your connection on a computer connected to your modem with an Ethernet cable to rule out any wireless issues.
Browsing issues If your modem has no irregular status lights, try to view a website with a different computer or device. If only one computer/device can't view a website, that device may have browsing issues.
Central splitter required If you have more than three telephony devices or a Back to Base Alarm system, you may need to contact an Austel Approved installer to install a central splitter.


Troubleshooting

  1. 1 Turn your modem off, wait one minute and then turn it back on. Once it has finished rebooting, try to view a website. If you can't, go to the next step.
  2. Unplug all devices from every phone socket, including your modem, telephones, fax machines, pay TV boxes and EFTPOS terminals.
  3. 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, troubleshoot that issue first.
  4. 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.
  5. Connect a computer to your modem with an Ethernet cable.
  6. Try to view a website. If you can, follow the advice below. If you can't, go to the next step.
  7. If possible, try using a different phone cable to connect your modem to the phone socket. An old or damaged cable may be stopping the connection.
  8. If possible, try using a different Ethernet cable to connect your computer to the modem.
  9. If you have more than one phone socket in your home, try plugging your modem into the other phone sockets to see if it can get online. If your modem works on 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, or test your modem at a different location that has a working internet connection. If another modem can get online at your house or your modem doesn't work at both locations, your modem may be faulty.
  11. If you still can't get online, please call our Support Team on +613 8789 4988 for further assistance.

If your modem gets back online while it is isolated

  1. If your modem gets back online while it's plugged straight into the phone socket, you can start plugging your other equipment back in, piece by piece.
  2. Always start with any filters or splitters that were used to plug equipment into a phone socket.
  3. 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.
  4. If your modem suddenly loses its connection, the cable or device you've just plugged in is probably faulty or affecting your connection.
  5. We recommend replacing a filter or device if it is faulty, or adding a filter to a telephony device if it didn't already have one.

More information


Why do I need to test a different modem or try my modem somewhere else?

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

If Gtelecom lodges a fault for a service when there is no fault, then you may be charged an incorrect call-out fee by our wholesaler's fault technician. To reduce the risk of this we need to rule out as many other possible causes for your connection issue as we can.

If your modem can get online at a different house that has a working internet connection, then it's pretty safe to say that the modem isn't faulty.

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