This article will guide you through the troubleshooting for no internet connection on a Naked DSL service.
Select one of the links below to jump to a query:
- Yo u 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 Naked DSL 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 located here.
Things to check first
|Network outages or scheduled maintenance
||Check the Westnet Network Status page to see if there’s a service disruption in your area.
||Confirm that all your modem cables are in good condition and plugged in securely.
||Test your connection on a computer connected to your modem with an Ethernet cable to rule out any WiFi issues.
||If your modem has no irregular lights, try to view a website using 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 a Back to Base Alarm system, you may need to contact an ACMA-licensed installer to install a central splitter.
- 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.
- Unplug all devices from every phone socket, including modems, pay TV boxes and EFTPOS terminals.
- Plug your modem directly into the phone socket (with no line filter/splitter). This is known as “isolating” your modem, because it is now the only thing plugged in.
- 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.
- 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.
- If possible, try using a different Ethernet cable to connect your computer to the modem.
- 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 when it's plugged in to one socket but not another, there may be a problem with the internal wiring between the phone sockets.
- 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.
- If you still can't get online, please call our Support Team on 1300 786 068 for further assistance.
- 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. filter, cable) was interfering with your home network.
- Start plugging your other equipment back in, piece by piece.
- 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.
- If your modem suddenly loses its connection, the cable or device you’ve just plugged in is probably faulty or interfering with your connection.
- We recommend replacing a cable or device if it is faulty.
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 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 house that has a working internet connection, then it’s safe to say that the modem isn't faulty.
What do I do if I suspect my home has internal wiring issues?
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.