Sales: 13 19 60   Support & billing: 1300 855 006

Broadband ADSL Issues

With Broadband internet services, there are a number of problems that can arise either before the service is working, or while it is running. For the most part, these faults will fall into one of four categories:

  1. No Line Synchronisation
  2. No Communication/Authentication
  3. Dropouts
  4. Slow Speeds

In order to provide the best support and service we can, it is necessary for us to test all aspects in this article to ensure that we have been thorough with our troubleshooting. If you have any queries about any of the points, please do not hesitate to contact Westnet Support on 1300 786 068.

No Line Synchronisation

For more information about dropouts, you can read the full article here: Broadband No Sync

The most common issue with Broadband internet is "No line synchronisation", which is where the "ADSL" light does not come on, or continues to flash (depending on your modem). This light needs to be remain solid for a Broadband service to work correctly. Line sync represents a connection between your modem/router and your local exchange.

If your modem/router is not achieving sync, please check the following:

  • Ensure there is no filter on the modem.
  • Ensure that all cabling is correct, and that the phone line is plugged into the ADSL/Phone point on the modem/router.
  • Test new cabling (less than 3 metres), and try another phone point in the premises.
  • Ensure there is a dial tone on the phone point/line.
  • Ensure that your Broadband modem is connected to the correct telephone number. To check this you can call 1800 801 920 which reads the number you dialled from.
  • No monitored alarm system on the line (if there is, ensure there is a central splitter installed).
  • No Foxtel Digital installed (if there is, this will need to be filtered).
  • Phone confirmed as not part of a PABX or Rotary telephone system.
  • Set the modulation correctly on the modem/router to "G.Dmt".
  • Test another modem, or test this modem on a known working Broadband line.

If all the above has been tried, disconnect all devices including phones, faxes, EFTPOS machines, 56kbps modems, answering machines, filters, Foxtel digital, monitored alarm systems and cordless phones from the phone number that the Broadband is connected to. Ensure that the only device connected to the Broadband phone number is the modem/router.

If the modem/router is still not achieving line sync, there may be a line fault which can investigated further by contacting Westnet Support on 1300 786 068.

No Communication/Authentication

This is where the Broadband modem/router holds line sync correctly but does not appear to be communicating or authenticating with Westnet. It is commonly referred to as a "No Comms" issue. If you believe you are affected by this, please perform the steps below:

  • Correctly set the VPI/VCI (8, 35) in the modem/router.
  • Try different encapsulations (LLC/VC-Mux) in the modem/router.
  • Try bridging the modem and using RASPPPoE for Windows 9x/ME/2k or in Windows XP create a normal dial up connection but select "Connect using a broadband connection that requires a username and password" instead "Connect using a dial up modem".
  • Factory reset the modem/router and try again.
  • If a software modem (D-Link DSL 200 etc), try reinstalling drivers and newer drivers.
  • Have you changed phone providers or changed account name on their phone line? Has the phone bill been paid up to date? These changes to your phone line can cause this "No comms" issue.
  • Try another modem if possible, or tried this modem on a known working line.
  • Try a test account which we can provide upon request.

If after testing, the connection still will not log on, there are still several factors we can check internally to ensure the connection is set up correctly. Please contact Westnet Support on 1300 786 068.

Dropouts

For more information about dropouts, you can read the full article here: Broadband Dropouts

Dropouts are a very difficult issue to resolve. If the dropouts seem to be occurring at the same time each day (for example when a monitored alarm system is armed/de-armed) then it is just a case of correcting the filtering (or installing a central splitter in the case for the monitored alarm). Issues such as slow speeds and dropouts are rarely (less than 1% of the time) a problem at our wholesale provider's end. If the dropouts are erratic, try the following:

  • Disconnect all devices including phones, faxes, EFTPOS machines, 56kbps modems and answering machines from the line overnight to test. If dropouts stop, issue may be with a faulty filter, telephone device or a device needing a better quality filter.
  • When disconnecting the telephone devices from the lines, also disconnect the computers from the modem/router so the only cables connected to it is the phone line and power cable. If the modem/router does not dropout (check usage in MyAccount) while the computers are disconnected, this usually indicates that something on your internal network is overloading the modem and causing it to "lock up". Run anti-virus and spyware scans on all computers connected in the network.
  • Confirm the Broadband phone line is not part of a PABX or Rotary telephone system.
  • Ensure there is no filter on the modem.
  • Is the modem/router losing line sync?
  • Set the modulation to "G.Dmt" in the router.
  • Test a new telephone cable (less than 5 metres). Also try another telephone socket in the premises.
  • Test another modem on your telephone line, or test your modem on an active ADSL telephone line that is known to be working.
  • Listen for any audible static on the line with the Broadband modem switched off, as this can interfere with the ADSL service.
  • Ensure there is no monitored alarm system on the line.
  • Check for air conditioners, heaters, fluorescent/low electric light bulbs, television sets, RF radios, microwaves, devices with large motors (such as washing machines), and so on. If the connection drops when these are on (or turned on/off) they are most likely interfering.
  • If line sync is not dropping but the connection is, check that the modem doesn't have an idle timeout set.

Looking at your usage through the MyAccount service will easily show you how many connections have been made in any give month and how long they were. From this you can compare when you were testing to the usage on MyAccount and see if there was any increase in the quality of service.

Slow Speeds

It is usually very easy to determine where the problem lies with speed issues, as there is very little testing that can be done from an end customer's point of view. If you believe that you are experiencing slow speeds while your account is unshaped, please complete the steps below:

  • If the download speed is correct when downloading from the Download Vault, your connection is working fine.
  • If the connection is not performing at the correct speeds, disconnect all but one computer from the modem/router (this also includes any gaming consoles you have connected to your network). If the download speed increases, then it appears something on the network is using the connection.
  • If this is the case, a full virus and spyware scan is recommended (if there is only one computer connected to the internet, run these scans as well).
  • Check for download accelerators and peer-to-peer (P2P) programs.
  • Try another computer.
  • Try another modem if possible, or try this modem on a known working full speed line.

If your speed issues are still present after performing these steps, please contact Westnet Support on 1300 786 068 for further investigation.

View more articles about