The First Step
1.Identify the light on the modem that tells you when your modem is connected to the ADSL service. Sometimes this is called LINK, LNK, SYNC or WAN, depending on the modem type.
2.Note the state of the light when your modem IS connected to the internet. In most cases the light will be steady and not flashing
3.Note the state of the light when your modem drops out. Does the light start flashing? If it does, you have a loss of signal, so go to the next section called: 'What to do if your modem drops out with a loss of signal'.
4.If it doesn't flash, then go to the section called: 'What to do if your modem drops out and there is no loss of signal'
What to do if your modem drops out with a loss of signal
- Check that you have dial tone on the line the ADSL service is installed on. If you don't have dial tone, see no dial tone
- Are there multiple phone lines at the premises? Make sure each device, other than the ADSL modem, has a filter correctly installed
- Check that there is no filter directly between the wall socket and the ADSL modem. Do you have a filter installed on the ADSL modem? The filter is for any phone or fax and NOT for the modem. Remove the filter from the modem
- Check that the filter is correctly installed (please see the Hardware Installation Guide to confirm) and installed on any additional telephony devices
- Check that the ADSL line to the modem is firmly installed
- Turn off modem, wait 15 minutes, then turn it on
- Check if the phone cable is not damaged in any form, try a different or known good cable if you can
- Check that your modem is working correctly and is not over heating. If your ADSL modem is shut away in a cupboard or drawer, it may overheat. Check your modem manual for the correct operation of your ADSL modem.
- Check for any recent work done on ADSL enabled phone line (patching of cables etc). Replace any new cables with known good cables.
- Check if the ADSL enabled line is currently active (i.e. paid for)
- Do an 'isolation test'
No Dial Tone
No dial tone means the phone line itself is not working.
In this case there is nothing Exetel can do to help you until your phone line has been fixed. The phone line must be working before any ADSL problems can be investigated.
You will need to call your telephone service provider and report a fault. ADSL problems can only be fixed once the phone line itself is working.
(See Isolation Test for instructions)
In over 95% of cases, drop outs are caused by some local interference on the line. This could be something like a fax machine that doesn't have a filter, a second phone, a back-to-base alarm system or Foxtel digital. All of these can cause intermittent drop outs or even stop the ADSL service from working at all.
The isolation test is a very necessary part of figuring out why your ADSL service is not working properly. If you don't do the isolation test, Exetel will not be able to properly diagnose the problem, and you may also incur charges for an incorrect call out if a technician is sent and finds the problem to be local to you.
To do an isolation test; remove all devices from the ADSL line except the ADSL modem. Connect the ADSL modem to the line using a short cable that you know works. The best cable to use is either the one that came with your modem, or the one you used to connect from the wall socket to your phone hand set.
If the modem does not drop out when it is the only device attached, then the problem is interference caused by one or more of the other devices. You can either put an ADSL filter on the device(s) or remove the device(s) permanently to fix the problem.
What to do if your modem drops out and there is no loss of signal
If your service has been working in the past, the most likely cause is some problem with your computer or the connection between your computer and the modem. Check that you can access the modem setup from your computer. If not, check the cables and connections.
Check the modem settings. Sometimes modems lose the settings and need to be reconfigured.
If you have a wireless modem, check that the signal to your computer is good. Move the modem or the computer until you have a 'very high' or 'excellent' signal reading.
If you have several computers connecting to your wireless modem, check that they are all using the same wireless standard. One computer is using 802.11a and another is using 802.11g for example, can cause loss of wireless access from time to time. Setting all computers to the slowest connection speed will usually fix the problem.