What should I do if I have an ADSL fault?
29 Jun 2009, 10:00 amIf you are using ADSL and your internet and email stops working then the first thing to do is to switch off the power to your ADSL modem/router (or pull out the power cable) for at least 30 seconds. After 30 seconds, plug the cable back in and wait for the modem to boot back up and the lights to come on.
Most modems/routers have an ADSL or DSL light. This will light up solid green when the modem is receiving the DSL signal from the exchange. If this is flashing then there is an issue between the modem and the exchange which could possibly be a line fault or an internal issue. If the light is flashing you need to perform an isolation test.
To perform an isolation test, please remove all devices which share the same phone number as the internet such as telephones, fax machines, foxtel digitel, alarm systems etc. Once all devices are removed please ensure the modem is plugged directly into the socket on the wall (no filters, splitters or extension cables). Leave this for a couple of minutes and if the light now goes solid then one of these decvices is causing the issue. As you plug all devices back in they need to be plugged into a filter to ensure they don’t interfere with the ADSL. Also, the phone cable running between the modem and the wall socket should be no longer than 3 metres. If the light is still flashing whilst isolated then please call Arrow Customer Service.
If the DSL light is solid green and your internet is still not working after powercycling the modem then try browsing to your modem interface and check that the username/password is correct. If you are unsure how to do this then either call your technician or if the modem was supplied by Arrow then please call Arrow Customer Service.
If you have done all of the above and your internet is still not working then please call Arrow Customer Service on 1300 305 794. Please note that Arrow will only troubleshoot your connection if we have supplied the modem. If you have supplied your own modem then you need to have your own technician check the connection and advise Arrow what type of fault you are experiencing.
- Jamie
