Modem configuration and broadband troubleshooting

 

If you are having connectivity issues with your Connexus business broadband, first explore whether the following actions will restore your internet access (click topic headings for detail). For personal assistance please contact our expert team on 1300 133 888.

If your ADSL service is interrupted regularly - often for short duration - a fault may be present in the ADSL service, cabling or network setup. These types of faults can be particularly frustrating and require a process of elimination to identify the cause.


Before contacting the Connexus HelpDesk, try the following:

  • Power cycle the modem. Turn the modem off for 15 seconds and then turn it back on.
  • Some models may require you to pull the power cable out and re-attach it.
  • Check the physical connection of your phone cable. Please make sure the phone cable is plugged securely into the modem and has a FREE RUN (no tangles) from the modem to the wall socket. It must not pass through a filter as people often make this mistake.
  • Disconnect all other devices sharing the ADSL line. Temporarily disconnect other devices, such as phones and faxes, which are sharing the ADSL line. They may be interfering with the ADSL signal. All devices sharing the ADSL line (apart from the ADSL modem) must be connected through an ADSL line filter.
  • RFI (Radio Frequency Interference) / EMI (Electro Magnetic Interference) RFI / EMI emitting devices can degrade the ADSL signal, cause retransmissions and data loss. Devices prone to generating interference including cordless phones, speakers, power supplies, light dimmer switches, high intensity lightning, and surge protectors. Ensure that the phone cable and modem power cable do not make contact with cables from these types of devices. Relocating the modem or rerouting the cables often solves the problem.
  • Check that the modem is not overheating and that it has sufficient ventilation.
  • Keep the phone cable between the modem and the wall jack as short as possible.
  • Check your line for faulty inside wiring or a corroded phone jack.
  • Make sure your modem is set to G.DMT mode.
  • Some ADSL modems can be programmed for different modes. The mode used by Connexus is G.DMT. Please consult Connexus or your modem supplier if you require assistance checking the mode.

For further assistance please call the Connexus HelpDesk on 1300 133 888.

If the ADSL/WAN link light of your modem is flashing or off, the modem has been unable to detect an ADSL signal on your telephone line. In the same way that you cannot make phone calls without hearing a dialtone, the ADSL modem cannot function unless it receives an ADSL signal.


Before contacting the Connexus HelpDesk, try the following:

  • Power cycle the modem. Turn the modem off for 15 seconds and then turn it back on.
  • Some models may require you to pull the power cable out and re-attach it.
  • Check the physical connection of your phone cable.
  • Please make sure the phone cable is plugged securely into the modem and has a FREE RUN from the modem to the wall socket. It must not pass through a filter as people often make this mistake.
  • Disconnect all other devices sharing the ADSL line. Devices such as a fax or phone using the same phone line as the ADSL may at times cause interference to the ADSL signal.
  • Check for dial tone.
  • ADSL will not work if there is no dial tone present. Please plug a phone into the ADSL line and see if you have dial tone. If there is no dial tone you will need to contact your telephone carrier and log a fault with them. This is not a Connexus-related fault.

For further assistance please call the Connexus HelpDesk on 1300 133 888.

If your ADSL link light is "on" (above example), but you have difficulty logging onto the Internet, or using your Web Browser, this may be caused by a data transfer fault. This means that there is a communications problem between your modem and the Connexus server.


Before contacting the Connexus HelpDesk, try the following:

  • Power cycle the modem. Turn the modem off for 15 seconds and then turn it back on. 
  • Some models may require you to pull the power cable out and re-attach it.
  • Power cycle network devices. If you have your modem connected to other network devices like a router, switch or server, you will need to power cycle or restart these devices.
  • Check the physical connection of your phone cable. Please make sure the phone cable is plugged securely into the modem and has a FREE RUN (ie. untangled) from the modem to the wall socket. It must not pass through a filter - the filter is only used for connecting phones, answering machines and so on. The filter must not be used on the line to the ADSL modem.
  • Disconnect all other devices sharing the ADSL line.
  • Devices such as a fax or phone using the same phone line as the ADSL may at times cause interference to the ADSL signal. Try unplugging them temporarily and re-trying the ADSL connection.

For further assistance please call the Connexus HelpDesk on 1300 133 888.

If your Internet connection is operating very slowly, there may be a problem with interference on your line.


Before contacting the Connexus HelpDesk, try the following:

  • Power cycle the modem. Turn the modem off for 15 seconds and then turn it back on. 
  • Some models may require you to pull the power cable out and re-attach it.
  • Power cycle network devices. If you have your modem connected to other network devices like a router, switch or server, you will need to power cycle or restart these devices.
  • Check the physical connection of your phone cable.
  • Please make sure the phone cable is plugged securely into the modem and has a FREE RUN from the modem to the wall socket. It must not pass through a filter as people often make this mistake.
  • Disconnect all other devices sharing the ADSL line. Devices such as a fax or phone using the same phone line as the ADSL may at times cause interference to the ADSL signal.
  • RFI (Radio Frequency Interference) / EMI (Electro Magnetic Interference) RFI / EMI emitting devices can degrade the ADSL signal, cause retransmissions and slow things down. Things to be suspicious of include cordless phones, speakers, power supplies, light dimmer switches, high intensity lightning, and surge protectors. Moving the modem or rerouting the cables is sometimes enough.
  • Check that the modem is not overheating.
  • Keep the phone cable between the modem and the wall jack as short as possible.
  • Internet Congestion
  • Certain websites may download very slow or be unreachable depending on the condition of the Internet and the time of day. Try a variety of other websites, both within Australia and overseas and see if you experience any delay from these other websites.
  • Network Setup Do you have a Local Area Network? How many computers are accessing the Internet? Is anyone downloading any large files from the Internet and/or transferring large files between computers on the network? Are there any computers running software sharing programs? All these factors will decrease the available bandwidth and you may experience slower transfer rates.
  • Viruses / Worms Your bandwidth can be utilized by malicious viruses and worms to replicate themselves from infected machines. This can slow your network down considerably. Please make sure your network has the latest virus definition tables from your Anti Virus vendor and that you have also installed the latest Microsoft patches.

For further assistance please call the Connexus HelpDesk on 1300 133 888.

If your ADSL connection requires you to enter a username and password to connect, and your password is being rejected, check the following:

  • Make sure CAPS lock is turned off. Usernames and Passwords are case sensitive.
  • Please make sure you use your full Connexus email address as your user name. It must be in the form username@connexus.net.au
  • Retype your password to make sure it is correct.
  • Verify that the ADSL/WAN Link light on your modem is on and solid (not flashing).

If the problem persists, please contact the Technical Support Helpdesk on 1300 133 888.