Troubleshooting for ADSL Dropouts
For an ADSL connection, there are two common types of dropouts. Loss of WiFi and loss of DSL Sync. We’ll cover both now and a few steps you can take to diagnose the issue.
WiFi Dropouts – If you have devices connected over WiFi (Wireless) and they are dropping out, the first step is to check your signal level and make sure you are well within your modems WiFi range.
WiFi signal can be affected by a variety of factors such as distance from the modem, structural interference (Brick, metal, etc) and device interference (Cordless phones, smart TV’s, etc). It’s important to check the signal strength as the first step and if needed, try moving closer to the modem or checking for devices that may be interfering with the signal.
If the signal looks ok, it’s time to look at the modem itself.
See the Modem Status Light Troubleshooting Guide (attached at the bottom of this article) for further information in regards to the statuses of the WiFi light and if you’re seeing the WiFi light turning off completely during dropouts, it may indicate that the modem itself is faulty.
Remember that when in use, it will flash and that’s ok.
If you’re seeing full loss of the WiFi light during dropouts or have to keep pressing the WiFi button on the modem to get it working, it is best to contact us via Live Chat or by giving us a call so that we can look into this for you.
DSL Sync - The other primary cause of dropouts is DSL Sync, you will need to refer to the Modem Status Light Troubleshooting Guide (attached at the bottom of this article).
If your service drops out due to DSL Sync, you will notice the DSL light flashing or turning off during a dropout (thisis on your modem).
If this occurs, the first step is to make sure that the cabling between the modem and phone socket is undamaged and test an alternate cable if possible.
You’ll also want to check and make sure that the landline phone is working, with clear dial tone and no static or noise present.
From there, you’ll want to test connecting the modem directly to the main phone socket in the house, with no splitters, filters or alternate hardware connected. This is called an Isolation test and you’ll need to maintain it for at least two hours or until the next dropout. If the Isolation test fails, it’s time to get in touch with us via Live Chat or call to troubleshoot the issue further.
You might find that other lights are changing on the modem during a dropout, such as Power or Internet. In cases such as this, it’s best to get in to contact with us first as the usual troubleshooting generally won’t resolve the issue.