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New User- ADSL2+ connection issues

Level 2



We received an email a couple of days ago to say our internet is active, but after following the steps to set up we still don't have any internet connection. The wifi light is on but the internet light is off. I'm not sure what we are doing wrong? Please help



@rmcrae94  Thank you for your inquiry. We tested the connection and we were not able to pick up any signal from your modem. Is the modem on & connected?


We have decided to escalate your case to our engineering team so they can conduct further investigation on the inside and outside lines. They will contact you directly on the mobile number on file so they can provide further updates.


For other people having similar issue, the basic modem set up and settings can be found on .


Kind regards,

Joseph D

Level 2

Hi Joseph,

Thanks for you reply.

Our modem should be on and connected, so strange that you can't get a signal.

Will wait to hear further from the investigation.




Hi @rmcrae94, we can see that our Engineering Team has been in touch and a technician has been booked to address the issue.


The team is closely monitoring this and the case engineer will contact you for further updates.


Let us know if we can be of further assistance. Thank you.