Let's get your internet up and running! Before beginning the troubleshooting process, please check our Networks Status page to see if there are any known outages in your area.
Step 1: Powercycle your equipment
Power off all devices that are connected to the internet including your modem. Restart the modem first, once the modem comes back online, you can restart your other devices and then try connecting to the internet. Please note that you can restart your modem by pushing the power button on the modem or turning it off on the wall.
Step 2: Check cables
Turn your modem off and turn the power off at the wall. Disconnect all cables from the modem. Reconnect the telephone cable and then the power cable. Turn the power on at the wall and then on your modem. Wait for two minutes and then try using the internet.
Step 3: Check the modem lights
Scenario 1: The DSL light on your modem is flashing or off. Please refer to the Isolation Testing section.
Scenario 2: The DSL light on the modem is solid green or blue and the Internet light on the modem is red or off. Please refer to our Modem Setup guides.
Scenario 3: Modem will not power on. Please try another modem or check your modem at other power points.
Scenario 4: The Wi-Fi light on your modem is off. Please enable the Wi-Fi service on your modem by pushing the Wi-Fi/WLAN key on your router until the Wi-Fi light turns on.
Broadband Isolation Testing
Isolation testing can help identify the possible cause for your broadband issue. Performing this test helps avoid potential Chorus technician call out charges where the fault is caused by your equipment.
We recommend performing this test and then contacting our team. This will significantly reduce your call time and provide us a better understanding of your fault.
1. Unplug all phones, modems, filters or any other devices from all jackpoints in your home. Some monitored home alarms may be automatically triggered if they're unplugged, so it might be a good idea to get in touch with your alarm provider first, to let them know what's going on.
2. Take your modem to a jackpoint in your home and plug it in. Test the modem directly plugged into your jackpoint without the use of a filter and turn it on. If the light labelled ‘DSL’ (sometimes labelled ‘ADSL’, ‘Broadband’ or DSL’) lights up, then your modem has reconnected.
3. If your modem successfully reconnects: this means that your other devices or equipment are the reason behind your loss of service. Plug your equipment back in piece by piece, checking the connection each time. When the problem returns you have discovered the faulty piece of equipment.
If your modem doesn’t reconnect: the problem may lie with your jackpoint, phone cable or modem. Try another phone cable and if that doesn’t work, try the other jackpoints in your home, testing the connection each time.
4. Lastly, we recommend running through steps 2 and 3 with another modem, to rule out your existing modem as being faulty.
What should I do now?
If you find that you’ve performed all these steps, and you haven’t found a possible cause for your broadband issue, contact our team. We will complete some final checks before reporting a fault.