Unfortunately the internet isn't perfect. Sometimes services "go down" due to equipment failures, corrosion or other environment factors or human error.
If your ADSL service is not receiving ADSL sync, here is what you need to do. If you have trouble completing any of these steps, please call our office on 1300 798 718
Step 1 - Check you have dial tone
The first thing you need to check is if you have dial tone. If you don't have dial tone, then there is probably damage to your telephone cable, and Telstra will need to deal with that before we can help you with your DSL fault. In most cases resolving the dial tone issue will also resolve your internet access.
Step 2 - Check your modem
Restart your modem. This might seem basic, but sometimes your modem might get stuck and not correctly find sync even when it is there. If this doesn't work, try turning off your modem for five minutes and then turning it back on. This gives the DSLAM time to reset and ensures you try to negotiate with a fresh slate.
Step 3 - Disconnect other equipment
Sometimes lightning or other environmental factors can cause inline ADSL filters or connected phones to interfere with your DSL modem. Disconnect all of your filters, telephones and other devices and connect the modem to the "first socket" in your house or office.
Step 4 - Try a different modem
We realise this is the biggest pain; but sometimes modems do fail. If you don't have a spare modem then check with one of your neighbours, or speak to our help desk team. It's better to work out that there is a problem with your modem and replace it than to have Telstra come out and then tell you the problem is with your modem.
Step 5 - Submit a request
If all of these things still don't resolve the issue, then it's time to lodge a no sync fault with us. Here is what you need to provide:
- Telephone Number
- Make and model of your modem and the other modem you tried with as well
- Any lights on your modem. Please describe them to us, but a picture is always worth a thousand words.
- How long has it not been working for?
- What's the best contact name and number for you?
We'll take this information, check for any known outages in your area, and then lodge a fault. If the engineers can't resolve this remotely, a technician from Telstra will normally attend your site. We'll try and let you know when this will be and if Telstra need access to your home or office to complete their tests.