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Troubleshooting no internet connection

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Troubleshooting No Internet Connection

 

This article will help you perform basic troubleshooting if you are experiencing no internet connection.

 

Check For Known Outages

 

Firstly check for any outages in your area at http://www.tpg.com.au/servicestatus.

 

Check Your Equipment Is Set Up Correctly

 

The most common cause of no internet connection is equipment that has not been properly set up within your home, such as modem cables plugged in incorrectly.

 

Use the guides below to ensure your equipment is properly set up:

 

 

Check the Modem Lights and Cables

 

Just like lights on your car dashboard, the lights on your modem are a useful indicator about what is going on with your internet connection.

 

For NBN FTTC, NBN HFC, NBN FTTN, NBN FTTB and TPG FTTB. 

 

TP-Link VR1600v modem

Ideally you want your modem lights to be shown as:

 

 

TPlink1600v.PNG

 

  • Power: Solid Green
  • Internet: Flashing Green
  • WAN: Flashing Green

Huawei HG659

HG659.png

 

  • Power: Solid Green
  • Internet: Steady/Flashing Green
  • WAN: Steady/Flashing Green

If the lights on your modem do not appear as above, follow the steps below to try and resolve the issue.

 

  1. Power cycle the router (turn modem off, wait 30 seconds, then it back on)
  2. Unplug / replug all cables at both ends. Make sure to do this one by one so you remember where each cable connects to
  3. Ensure that all cables are connected tight and securely
  4. Only if available, try a new cable to eliminate the issue being a damaged cable, or try different modem if you happen to have kept an old modem 

 

For NBN FTTP

 

TP-Link C1200 modem

 

Ideally you want your modem lights to be shown as:

 

tplinkc1200.png

 

  • From left to right:
  • Power: Solid Green  
  • 2.4Ghz Wireless: Solid Green  
  • 5GHz Wireless: Solid Green
  • Internet: Solid Green

 

 Netcomm NF12

 

Nf12.png

 

  • WAN: Solid Green
  • Internet: Steady/Flashing Green
  • Power: Solid green

 

If the lights on your modem do not appear as above, follow the steps below to try and resolve the issue.

 

  1. Power cycle the router (turn modem off, wait 30 seconds, then it back on)
  2. Unplug / replug all cables at both ends. Make sure to do this one by one so you remember where each cable connects to
  3. Ensure that all cables are connected tight and securely
  4. Only if available, try a new cable to eliminate the issue being a damaged cable, or try different modem if you happen to have kept an old modem

 

 

For ADSL2+

TP-Link TD9970

 Ideally you want your modem lights to be shown as:

 

ADSL.png

 

  • Power: Solid Green
  • DSL: Solid Green
  • Internet: Flashing Green

Huawei HG 532D

 

532D.PNG

 

  • Power: Solid Green
  • DSL: Solid Green
  • Internet: Flashing Green

 

If the lights on your modem are not the same as the above, please follow the troubleshooting steps below

 

  1. Power cycle the router (turn modem off, wait 30 seconds, then it back on)
  2. Unplug / replug all cables at both ends. Make sure to do this one by one so you remember where each cable connects to
  3. Ensure that all cables are connected tight and securely
  4. Try to connect your modem to a different telephone socket in your home
  5. Only if available, try a new cable to eliminate the issue being a damaged cable, or try different modem if you happen to have kept an old modem