My internet isn’t working and I’m on ADSL or VDSL

In the event your Skinny Unlimited Broadband stops working, there are a number of steps to help work out where the issue lies. It’s important that you go through these steps, as most of the time internet troubles can be down to something easily fixable with your equipment.


If you’re having trouble with your internet, please make sure you have your modem hooked up to a jackpoint, and that the modem is powered on.


Please check on the front of your modem to make sure that the Power, WAN and Internet lights are all on a solid Green or flashing Green;


And if it's still not connecting, try pushing the WLAN button on the side:

If your modem isn’t showing a solid green power light (and this will mean all lights are off, as above), make sure the power point you have it connected to is working, and that the power switch is in the ON position. You can find the power switch on the side of the unit:


If your modem doesn’t show a solid green WAN light, please follow the isolation test steps outlined here.


Note that if you can’t get a solid WAN light at any of the jackpoints at your house, you will need to chat with us. Our care team is available 8am-7pm Monday to Friday, and 9am-5pm on weekends and public holidays.


After you’ve completed the isolation test you should have both a solid green Power and WAN light. If your Internet light is not on solid green after the modem has been on for 5 minutes, please factory reset the modem. You can do this by following the steps here.


After you’ve factory reset your modem, and the modem has turned back on you should have a solid green Power, WAN and Internet light. If you can’t get a solid green Internet light you’ll need to contact us.


If you see all of the above, you should be ready to start browsing. Just make sure that your device (computer, tablet, etc) is connected up to the modem, either via an Ethernet cable to one of the yellow LAN ports, or via the WiFi network from the modem. The default wireless information for the modem can be found on the sticker on the back.


If after trying all of the above you’re still having trouble getting online, chat with us and we'll get it sorted. Our care team is available 8am-7pm Monday to Friday, and 9am-5pm on weekends and public holidays.


Posted - Wed, Dec 21, 2016 at 10:35 AM.
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