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Drop Out

Modem has line sync and has successfully authenticated; however, the connection is experiencing intermittent disruptions.

These troubleshooting steps should be undertaken in order to resolve the issue:

Firstly we need to confirm the phone service is operating correctly. If the phone is not behaving correctly this needs to be investigated first:

  1. Check for a clear dial tone.
  2. Check for any noise present on the telephone line (static/crackling/buzzing etc.)
  3. Confirm the correct number is on the line by performing a CLI check. Do this by dialing the following numbers and recording the results – one of which should result in your telephone number.
  4. 127 22 123:
  5. 1800 652 456:

                                         i.    Note: If one of the above numbers result in a telephone number that is not your number – please contact our Technical Support team on 1300 303 375 for further investigation.

  1. Power cycle the modem. This involves removing the power for 30 seconds and turning the device back on. Allow 1-2minutes for the modem to stabilise and check for a change in the ADSL/DSL light. Observe the connection for any changes.
  2. Perform an isolation test. This involves removing any devices including telephone handsets, fax machines, Foxtel Digital, back to base alarm systems, filters/splitters etc. from your telephone line.
  3. Once this is done plug in your modem directly to a telephone socket and allow 1-2 minutes for the ADSL/DSL light to stabilise. We then need to test the service over a period of time and observe whether or not the dropouts continue.
  4. If there is still no change, replace the phone line cable in use by the modem with another as short as possible phone line cable. Re-check the status of the connection over a period of time.
  5. If the dropouts continue, test the modem using alternate phone sockets in the premises.
  6. If the problem continues repeat steps 2-6 using an alternate modem.

Should you still experience problems after following the troubleshooting in this guide, please contact our Technical Support team on 1300 303 375.

GUIDES

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CUSTOMER SERVICE

Call us on 1300 303 375 or log in to My Account and request a callback at a time that suits you.

  • 8:00am to 8:00pm weekdays
  • 9:00am to 5:00pm weekends and holidays

All times are Australian Eastern Daylight Time (AEDT)

NETWORK STATUS

Customers experiencing service difficulties should check our Network Status page for known issues before troubleshooting.

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