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Troubleshooting an ADSL internet connection

Important: The nbn™ network will ultimately replace existing ADSL services almost everywhere in Australia, and can often resolve issues that were ADSL specific. Check out to see if you can switch to the nbn today.

If you're experiencing connection (like dropouts) or speed issues follow these troubleshooting tips:

Check you haven't used all of your monthly data allowance (if you exceed your allowance and you’re not on an unlimited plan, your service may be slowed if that's the case). 

To find out if planned maintenance or an outage is affecting your ADSL service, we suggest .

If there's no outage in your area, move onto the following tips:

  • Check all your cables and filters/splitters are connected properly.

  • Ensure that your modem is set-up properly. Check out our ADSL setup video to make sure you're connected properly.

  • Turning your modem off for 15 minutes to allow the modem to reconfigure its network settings before attempting to reconnect to the network.

  • Turning off the computer or device you are connecting with then turning it back on again at the same time as rebooting the modem.

  • Closing your internet browser entirely and opening a new one (sometimes the program you accessing the internet with can encounter an error)

  • If you're connected to the internet via wi-fi, disconnect from the network and reconnecting can often help. To learn more about troubleshooting your wi-fi Connection, check out .

  • If none of that works work, try running an isolation test as issues with ADSL are often caused by devices or equipment connected to your phone line and could be the result of faulty filter/splitters, broken Ethernet cables, landline telephones, fax machines or even digital set-top boxes causing inference. Refer to the isolation test steps further down below.

  • Activities such as downloading large files, updating software or backing up photos will impact the internet speed for everybody in your house. An easy way to check if any device is impacting speed is to disconnect each device from your home network (one by one) and see whether the wi-fi improves. You can also run a .

If you're still having problems with your connection, simply and we’ll look into it for you.

If you’re not already logged in, you’ll be directed to log in to your Belong account before proceeding.

Performing an isolation test

What’s an isolation test?

Issues with your internet connection are often caused by devices or equipment connected to your phone line and could be the result of faulty filter/splitters, broken Ethernet cables, landline telephones, fax machines or even digital set-top boxes causing inference.

If you’re experiencing slower than usual speeds, internet dropouts or static noises on your phone line, conducting this test can help isolate any equipment in your home that might be interfering with your network connection.

To perform an isolation test:

  1. Remove all your devices and equipment (filters/splitters/Ethernet cables) from your phone line and modem. This includes, not just the phone socket you connect your ADSL through, but all phone lines on your premises.

  2. Next, connect your modem directly to your phone socket using the phone cable.

  3. After you’ve done that, connect your computer directly to your modem.

  4. Using your computer, check to see if your internet connection has improved. If that’s the case, it’s highly likely that one of your devices or a faulty filter is the cause of your internet connection problem.

  5. To find out which of your devices or equipment is faulty, start by plugging them back in, one by one—checking each time, to see if it’s affected your internet connection or the . If your internet connection appears faulty, it is most likely the device or piece of equipment you’ve just plugged back in.

  6. Once you’ve identified the faulty equipment or device, you’ll need to replace it.

  7. If you still can’t identify the problem, it might be the phone socket you’re using. Try connecting to another socket.

If you’ve run the test and you’re still not able to identify and resolve the problem,  and we’ll look into it for you.

If you’re not already logged in, you’ll be directed to log in to your Belong account before proceeding.

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