• How do I set my modem up?
• Fixing it when it breaks
• Why is my Internet down?
• Power cycle!
• Check your password
• Physical?
• Authentication

How do I set my modem up?

iiNet support has a series of setup guides designed to step you through the process. Select 

Fixing it when it breaks

Why is my Internet down?

Your Internet connection can go down for many different reasons. It's up to us to determine what the problem is and where to fix it, but there are a few things you can do before you call us to make the process easier.

We'll cover the reasons that are the most common and easily fixed here.

Power cycle!

The first thing to do is to switch off your ADSL modem and any computers which are connected to it. If one of the devices has locked up or otherwise glitched, doing this should fix it (turning something off and back on again shortly after is called power cycling).

After five minutes, switch your modem back on; you'll want to give it a few minutes to get itself settled again. If the modem looks okay, switch your computers back on and see if the Internet's working again. Nine times out of 10, this will fix the problem.

The point of powercycling is to make your equipment forget it's broken. Most of the time it works.

If the problem isn't fixed by resetting your equipment, the problem could be more serious.

Check your password

If you've recently changed the password for your account in Toolbox and your modem isn't connecting up to us, it's possible the modem doesn't know the new password yet and is still using the old one.

If you have a router, you'll need to go to its address using your web browser to update your password if you haven't already.

Physical?

If the ADSL or WAN indicator light on your modem is either blinking or completely unlit, you probably have a problem of a physical nature. This is typically caused by inaudible interference.

What we usually try first, after checking the modem is plugged in, is an isolation test. To do this, unplug everything else that's connected to the ADSL phone line in your house, then power cycle the modem again, leaving it unplugged for five minutes.

If the ADSL or WAN indicator light comes back on, try plugging devices back in one by one. It may be that one of your filters or connections is faulty.

If the ADSL or WAN indicator light still hasn't come on after powercycling, unplug the cable from the modem that runs to the phone line, and plug that end into a telephone to make sure it can get a dial tone. It might be a good idea to swap the cable over if you can get dial tone.

If you get to this point and nothing's working, it's probably a good idea to call our support line on 13 22 58 for further troubleshooting.

Authentication

It's possible that the modem is trying to send your username and password through but it's not getting anywhere. Certain ADSL setups in Windows will show this as error 678.

If you've already power cycled your modem, it's a good idea to browse into it now and check to make sure it hasn't forgotten your settings. If it has, put them back in.

If your username and password settings are still in there and you're still not able to browse the Internet yet, give our support line a call for further assistance.