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:
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.
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.
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.
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.
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:
- Unplug all devices from every phone socket, including modems, telephones, fax machines, other modems, pay TV boxes and EFTPOS terminals.
- 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 or interference. If you do hear noise, please call us on 1300 786 068 as we'll need to troubleshoot your home phone line.
- If you have no phone issues, unplug the telephone handset and instead plug your modem directly into the phone socket (with no line filter).
- Connect one computer to your modem with an Ethernet cable. If you have any other computers cable-connected to your modem, unplug their Ethernet cables.
- Turn off or disconnect any computers or devices connected to your WiFi network. Alternatively, some modem/routers may have a WiFi on/off switch you can use to temporarily disable your WiFi network.
- Run a speed test through the iiNet website. If your speeds are faster now, follow the advice below.
- If your speeds are still slow, if possible, try using different phone cable to plug your modem into the phone socket, and a different Ethernet cable to plug your computer into your modem.
- Run another speed test. If your speeds are faster now, follow the advice below.
- If possible, plug in a different modem (with no filter) into your wall socket and run another speed test. If a different modem gives you improved speeds, the first modem may be faulty and may need to be replaced.
If a different modem also gives you slow speeds, then it's safe to say that the original modem isn't faulty.
- If your speed issues persist, please call us on 1300 786 068 for further assistance.
- If your speeds go back to normal when you have just one computer connected to your modem, you can start plugging your other equipment back in, piece by piece. Start with any phones or faxes and their line filters.
- Wait a minute or two after each device is plugged back in, and then run another speed test.
- If your speed suddenly drops, the cable or device you’ve just plugged in is probably affecting your speeds. It may be faulty, or if it's a phone and/or fax device it may just need to be plugged into a line filter before being plugged into the wall.
- If your device already has a line filter, it may be the filter that is faulty and needs replacing. If possible, try plugging it in with a different filter and check if your speeds improve.
Why do I need to test a different modem?
Speed issues can be caused by several things, but two of the most common causes are problems with a modem or damage to your copper phone line. Your speed conditions are unique to your address, so modem testing must be done at your property.
If Westnet lodges a fault for a service when there is no fault (e.g. caused by a fault modem) then you may be charged an incorrect call-out fee by our wholesaler’s fault technician. While we understand that not every may be able to test another modem, we strongly recommend it wherever possible because it's the best way to reduce the risk of incurring an incorrect callout fee.
This and other troubleshooting helps to rule out as many other possible causes for your connection issue as we can.