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My internet is slow or does not work, what steps can I take before calling Support?

My internet is slow or does not work, what steps can I take before calling Support?

We recommend you perform the following tests before contacting support:

Connection Reset Test

  1. Power off and disconnect the telephone line from your modem/router for 15 minutes. This will force your connection on the exchange to be reset.

  2. Plug the telephone line back in and power up the modem.

  3. Wait a few minutes and attempt to surf the web.

  4. If you find the your speed has returned to normal then the connection reset has done the job!

Modem Replacement Test

  1. To eliminate the possibility that your modem has become faulty we recommend you test your connection with a second modem.

  2. Enter your Zettagrid username and password into the second modem and connect it to you telephone line. We can help you with these settings should you require assistance.

  3. Attempt to surf the web. If you find the speed has returned to normal then your old modem is probably faulty.

Isolation Test

  1. An isolation test requires you to remove anything that is using a telephone service. It is a process of elimination to try and determine if any of the equipment on you property is causing your broadband issues. This process may take an hour to perform.

  2. Please remove all devices that use a telephone line. For example phones, faxes, alarm systems, eftpos, Foxtel

  3. Turn off your modem, wait 5 minutes. Power on your modem and wait for the service to reconnect. Try your broadband speed.

  4. If you find that your broadband speed has returned to normal then one of the other devices is causing the problem. Proceed to connect each device to the telephone line again and then test your broadband speed as per step 3. BEFORE adding the next device. When you add a device and then find your speed has slowed then you have found the problem.



If these steps do not return or improve your service please give us a call and speak to our awesome Operations Centre team and let us know what is happening and the steps you have already taken. We'll then be able to recommend the next steps.