Troubleshooting ADSL for No Connection

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

Select one of the links below to jump to a query:

  • You can’t view websites or receive email on all computers and WiFi devices connected to your modem. If your connection seems to come and go intermittently, see ADSL Dropouts instead.
  • Your computer/WiFi device may show internet connection status as “Offline”, “No connection” or “Disconnected”.
  • The lights on the front of your modem may indicate a problem; please check the user manual to learn the meaning of your modem's status lights. Guides for Westnet modems are available here.

 

Potential cause
Try this:
No dial tone, or line noise on your home phone Always troubleshoot no dial tone or line noise before focusing on any internet issues. The internet could just be a side effect of a problem with your landline.
Network outages or scheduled maintenance
Check the Westnet Network Status page to see if there’s a service disruption in your area.
Physical setup Confirm that all your modem cables are in good condition and plugged in securely.
WiFi issues Test your connection on a computer connected to your modem with an Ethernet cable to rule out any WiFi 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 phones and/or faxes or a Back to Base Alarm system, you may need to contact an ACMA-licensed electrician to install a central splitter.
  1. Turn your modem off, wait one minute and then turn it back on. Once it has finished rebooting, try to view a website on one of your connected computers or WiFi devices. If you can’t view a website, go to the next step.
     
  2. Unplug all devices from every phone socket, including your modem, line filters/splitters, 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, switch to no dial tone or line noise troubleshooting.
     
  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 to the phone socket.
     
  5. Connect a computer to your modem with an Ethernet cable (recommended) or use one of your connected WiFi devices to try to view a website. If you can, it means your modem now has sync and there are no other issues preventing you from getting online, so you can follow the advice below to identify the cause of the issue.

    If you can’t view a website, go to the next step.
     

  6. If possible, try using a different phone cable to connect your modem to the phone socket. An old or damaged cable may be preventing a successful connection.
     
  7. If possible, try using a different Ethernet cable to connect your computer to the modem.
     
  8. If you have more than one phone socket in your home, try plugging your modem directly into the other phone sockets to see if it can get online. If your modem works when it's plugged into one socket but not another, there may be a problem with the internal wiring between the phone sockets.
     
  9. 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. Learn more.
     
  10. If you still can't get online, please call our Support Team on 1300 786 068 for further assistance.

 

  1. If your modem gets back online while it’s plugged straight into the phone socket, that means that one of the other pieces of equipment you had plugged in (e.g. line filter, phone, fax) was interfering with your home network.
     
  2. Start plugging your other equipment back in, piece by piece. Always start with any line filters or splitters that were used to plug phones or faxes into a phone socket as these are the most common cause of home network interference.
     
  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 filter, cable or device you’ve just plugged in is probably faulty or interfering with your connection.
     
  5. We recommend replacing a filter, cable or device if it is faulty, or adding a filter to a phone or fax if it didn’t already have one. See Correctly filtering your hardware for more information.

 

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

If Westnet 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 location that has a working internet connection, then it’s safe to say that the modem isn't faulty.

 

If your modem works when it's plugged into one phone socket but not another, you may have internal wiring issues. If you suspect this is the case, please contact an electrician who is registered with an ACMA-accredited registrar. This means that they are properly licensed to work on communications cables.