HELP & TROUBLESHOOTING

Basic Troubleshooting

 

Before you start please check our Network Status information page found here, to see if your service is affected by an outage.

If you are not affected by an outage, please follow the troubleshooting steps below.

 

First things first, is your Home Phone connected correctly?

  • A standard Home Phone setup is a corded or cordless telephone handset connected to a telephone wall socket in your home.
HP1

 

  • If you have an ADSL service make sure you have installed ADSL filters on all your phone equipment.
HP2

Still not working?

Step 1 - Back to Basics Test

Let’s start with having one phone handset connected to the line to eliminate any other devices that may be interfering with the service.

To perform this test, please disconnect ALL devices connected from ALL phone sockets in your premises. Including spare rooms, garages, living room etc.

Examples of devices that will be needed to be removed during the Back to Basics test;

  • All other handsets
  • Fax Machines
  • Answering Machines
  • ADSL/Dial-Up Modems
  • ADSL Filters
  • Splitters
  • Back to Base Alarm**
  • Foxtel or any other set-top box

** remove only if it can be done safely

Once all devices are removed, connect 1 telephone handset to the phone socket and check for dial tone.

 

Step 2 - Check all alternate phone sockets

If you could not hear any dial tone after following the Back to Basics test, our next step is to try your phone in a different phone socket.

It is best to try all phone sockets just in case some of the wiring within the property is faulty. 

HP3

Tip: Remember to consider all socket locations such as a bungalow or a garage etc.

Let's be thorough and test all the sockets in your premises. Connect your telephone handset to another phone socket in the house and test for dial tone. Repeat this process for each telephone socket in your house.

 

Still not working?

Step 3 - Try an alternate phone cable

If your service is still faulty, it could be that the phone cable needs replacing.

Phone cables can take knocks and wiring can become loose or disconnected.

Please test with an alternate phone cable to see if the cable is faulty.

HP4

Note: If you do not have a spare telephone cable, you can use a phone cable from a modem or another telephone device in your home.

 

Step 4 - Try an alternate handset

In some cases the phone handset may have become faulty, even though it doesn’t look like it.

Please test an alternate handset to see if your phone has failed.

HP5

Note: If you do not have an alternate handset, you can test your telephone handset on a friend family or neighbours line to prove your handset if not the cause of fault.

 

If you have done all of the troubleshooting above, and are still having an issue, please click here to create an online support request.

Before you get started, there are a couple of things to check.

Has your nbn™ service been activated?

  • Your nbn™ service needs to be connected to the network and activated, we will send a confirmation SMS once we know your service is ready to go.

Have you received your modem?

  • Modems are sent once your order is confirmed by our supplier, and you should receive it before your service has been activated.

Setting up

Modem

  • We have tried to make setting up as easy as possible, your modem and nbn™ connection box (if supplied) come with easy to follow connection instructions, alternately you can follow our online setup guides found here, please ensure that you refer to the colored technology sticker for the correct guide. 

Wi-Fi

  • In order to connect to Wi-Fi look at the sticker on the back of the modem.
  • The SSID shows the name of the Wi-Fi network.
  • While the WLAN Key is the password.
Modem Wi-Fi Label

Getting connected

Once your ADSL service has been connected, you can start using it by following our easy to use setup guides found in your hardware packaging, it couldn't be easier.

 

1. Connect the filter/splitter provided, to your phone socket.

ASSL1

 

2. Now using the telephone cable provided connect one into the ‘ADSL Modem’ side if the filter to the DSL port on the back of the modem.

ADSL2

3. 

Connect the power plug to the back of the modem and the other end to your power socket then turn the modem on.

Your modem will now complete the setup process for you, please allow 15 minutes for the auto setup to complete.

ADSL3

4. When the WAN and Internet lights are solid your modem will now be connected to the internet.

ADSL4

 

Why is my internet slow?

If your Dodo Mobile Wireless Broadband connection is slow you can try the following

  • Check the signal strength, low quality signals can have an affect on speeds.

  • Restart your modem and device.

  • If available, try connecting a different device (e.g. computer) to your modem to check if your device is causing the issue.

If you are still experiencing connection issues, please click here to create an online support request.

Raising a fault

If you are experiencing difficulties with your Home Phone service, you can try to fix your issue by following our Basic Troubleshooting steps.

If these steps do not restore your service, please click here to create an online support request.

Should the representative be unable to restore your service, we will then raise a fault with our supplier.

New to Dodo, or moved your service to a new address.

  • It could be that your service has not been activated yet, please check that you've have received our SMS notification advising you of your connection date, after which you will receive an SMS letting you know that the service is active and ready for use, this is sent once all installation work has been completed.

 

Check your equipment.

  • If you can't connect, always check that the cables are connected as shown in the setup guides found in your packaging or online here and make sure that the correct lights are on as shown below.
Modem_Lights

 

  • Perform an Isolation Test, by disconnecting all devices except for your modem from all telephone sockets in your premises, this includes any telephones, splitters, filters, alarms, fax machines and other devices. For more information please click here.

 

  • You can try replacing the Telephone cables as they can become faulty.

 

Restart your equipment.

  • Power Cycle your hardware by turning off your modem and any connected device for 10 seconds and then turn them back on again.
  • Allow up to up 10 minutes for them to reconnect to the network.

 

Wi-Fi

  • If your devices are connected to your modem via Wi-Fi, try moving closer to the modem or connect directly to the modem via a Network cable (Ethernet) if possible.
  • Please note that Wi-Fi interference can affect your wireless performance, things like;
    • Brick walls or Iron girders can block a Wi-Fi signal.
    • Interference from other electrical devices such as microwaves, cordless phones, security cameras, baby monitors, and Bluetooth can also interfere with Wi-Fi signals.
    • High density dwellings, such as apartments, flats and units can have overlapping Wi-Fi signals that can affect your wireless connection.
  • Try to keep your modem away from other electrical devices, and if possible, move it to a central location.

New Wi-Fi Connection

  • In order to connect to Wi-Fi look at the sticker on the back of the modem.
  • The SSID shows the name of the Wi-Fi network.
  • While the WLAN Key is the password.
Modem Wi-Fi Label

If you are still experiencing connection issues, please click here to create an online support request.

New to Dodo, or moved your service to a new address.

  • It could be that your service has not been activated yet, please check that you've have received our SMS notification advising you of your connection date, after which you will receive an SMS letting you know that the service is active and ready for use, this is sent once all installation work has been completed.

 

Check your equipment.

  • If you can't connect, always check that the cables are connected as shown in the setup guides here (please ensure that you view the guide that matches your NBN technology type) and make sure that the correct lights are on as shown below.
Modem_Lights

 

  • Perform an Isolation Test, by disconnecting all devices except for your modem and nbn™ connection box (if you have one) from all telephone sockets in your premises, this includes any telephones, alarms, fax machines and other devices. For more information please click here.

 

  • You can try replacing the Network cable (Ethernet) and Telephone cables as they can become faulty.

 

Restart your equipment.

  • Power Cycle your hardware by turning off your nbn™ connection box (if you have one), modem and any connected device for 10 seconds and then turn them back on again.
  • Allow up to up 10 minutes for them to reconnect to the network.

 

Wi-Fi

  • If your devices are connected to your modem via Wi-Fi, try moving closer to the modem or connect directly to the modem via a Network cable (Ethernet) if possible.
  • Please note that Wi-Fi interference can affect your wireless performance, things like;
    • Brick walls or Iron girders can block a Wi-Fi signal.
    • Interference from other electrical devices such as microwaves, cordless phones, security cameras, baby monitors, and Bluetooth can also interfere with Wi-Fi signals.
    • High density dwellings, such as apartments, flats and units can have overlapping Wi-Fi signals that can affect your wireless connection.
  • Try to keep your modem away from other electrical devices, and if possible, move it to a central location.

New Wi-Fi Connection

  • In order to connect to Wi-Fi look at the sticker on the back of the modem.
  • The SSID shows the name of the Wi-Fi network.
  • While the WLAN Key is the password.
Modem Wi-Fi Label

If you are still experiencing connection issues, please click here to create an online support request.

Basic troubleshooting steps

 

In order to restore your connection, try these simple steps

  • Turn your device off for at least 30 seconds, then turn it on again

  • Close your connection manager application and any other open applications then re-open them

  • Eject and remove your USB modem/dongle from your computers USB port then re-connect them

  • Check that your SIM card is correctly inserted into your device

  • Try your SIM card in another device (If the problem continues, there could be an issue with the SIM)

  • Check the signal strength, your modem's location can affect the signal quality

 

If you are still experiencing connection issues, please click here to create an online support request.

Modem re-start

If your ADSL service is experiencing intermittent connection issues, a simple restart (Power Cycle) is usually a quick and easy way to get you back online.

  • Switch off your modem and your device.
  • Leave it off for a minute or so, then switch them back on again.
  • Allow up to up 10 minutes for them to reconnect.

Please click here to learn more about Power Cycling.

 

Wi-Fi issues

If you are using Wi-Fi, there are a number of factors that can impact signal quality. 

  • If your devices are connected to your modem via Wi-Fi, try moving them closer to the modem or connect directly to the modem using an Network cable (Ethernet) if possible.
  • Please note that Wi-Fi interference can affect your wireless performance, things like;
    • Brick walls or Iron girders can block a Wi-Fi signal.
    • Interference from other electrical devices such as microwaves, cordless phones, security cameras, baby monitors, and Bluetooth can also interfere with Wi-Fi signals.
    • High density dwellings, such as apartments, flats and units can have overlapping Wi-Fi signals that can affect your wireless connection.
  • Try to keep your modem away from other electrical devices, and if possible, move it to a central location.

 

Isolate your hardware

  • Perform an Isolation Test, by disconnecting all devices except for your modem from all telephone sockets in your premises, this includes any telephones, splitters, filters, alarms, fax machines and other devices.
  • For more information please click here.

 

Try another cable

  • You can also try replacing the Telephone cables as they can become faulty.

 

If you are still experiencing connection issues, please click here to create an online support request.

Modem re-start

If your nbn™ is experiencing intermittent connection issues, a simple restart (Power Cycle) is usually a quick and easy way to get you back online.

  • Switch off your modem, nbn™ connection box (if you have one) and your device.
  • Leave it off for a minute or so, then switch them back on again.
  • Allow up to up 10 minutes for them to reconnect.

Please click here to learn more about Power Cycling.

 

Wi-Fi issues

If you are using Wi-Fi, there are a number of factors that can impact signal quality. 

  • If your devices are connected to your modem via Wi-Fi, try moving them closer to the modem or connect directly to the modem using an Network cable (Ethernet) if possible.
  • Please note that Wi-Fi interference can affect your wireless performance, things like;
    • Brick walls or Iron girders can block a Wi-Fi signal.
    • Interference from other electrical devices such as microwaves, cordless phones, security cameras, baby monitors, and Bluetooth can also interfere with Wi-Fi signals.
    • High density dwellings, such as apartments, flats and units can have overlapping Wi-Fi signals that can affect your wireless connection.
  • Try to keep your modem away from other electrical devices, and if possible, move it to a central location.

 

Isolate your hardware

  • Perform an Isolation Test, by disconnecting all devices except for your modem and nbn™ connection box (if you have one) from all telephone sockets in your premises, this includes any telephones, alarms, fax machines and other devices.
  • For more information please click here.

 

Try another cable

  • You can try replacing the Network cable (Ethernet) and Telephone cable as they can become faulty.

 

If you are still experiencing connection issues, please click here to create an online support request.

Close all programs

Your speeds can be affected by programs running in the background, such as;

  • Computer, Tablet or Phone updates.
  • Cloud storage services.
  • Other data intensive programs that may be in use, such as file sharing.

 Speeds can also be affected by the following;

  • Multiple connected devices (Tablets, phones, gaming consoles, smart TV's, set-top boxes).
  • Video streaming services that require a lot of bandwidth.

 

Check your speed

  • You can visit speedtest.net to check your ADSL speed, most streaming services recommend a minimum speed of 3Mbps.
  • Please ensure to close all programs (see above) and any streaming services to get an accurate speed test reading.

 

Modem re-start

If your ADSL service is experiencing slow speeds, a simple restart (Power Cycle) is usually a quick and easy fix.

  • Switch off your modem and your device.
  • Leave it off for a minute or so, then switch them back on again.
  • Allow up to up 10 minutes for them to reconnect.

Please click here to learn more about Power Cycling.

 

Check your Wi-Fi

  • If your devices are connected to your modem via Wi-Fi, try moving closer to the modem or connect directly to the modem via an Ethernet cable (if possible). 
  • It is also possible to have too many devices connected to your Wi-Fi, reducing the number of connected devices may improve your speeds.
  • Please note that Wi-Fi interference can affect your wireless performance, things like;
    • Brick walls or Iron girders can block a Wi-Fi signal.
    • Interference from other electrical devices such as microwaves, cordless phones, security cameras, baby monitors, and Bluetooth can also interfere with Wi-Fi signals.
    • High density dwellings, such as apartments, flats and units can have overlapping Wi-Fi signals that can affect your wireless connection.
  • Try to keep your modem away from other electrical devices, and if possible, move it to a central location.

 

Check your cables

  • Check that your hardware and cables are connected correctly and securely. View the documentation that came with your modem or click here to view the online setup guide.
  • You can also try replacing the Network cable (Ethernet) and Telephone cable as they can become faulty.

 

Isolate your devices

Sometimes having multiple devices online can affect speeds.

  • Disconnect or turn off other devices connected to the internet.
  • Perform an Isolation Test, by disconnecting all devices except for your modem from all telephone sockets in your premises, this includes any telephones, splitters, filters, alarms, fax machines and other devices.

For more information please click here.

 

Video Streaming;

  • Try adjusting the streaming services resolution settings based on your connection speed and see if you can find one that works for you.

 

Online gaming;

  • Try connecting to local servers or to those closest to your location and check for server outage announcements on the games website.

 

If you are still experiencing connection issues, please click here to create an online support request.

Close all programs

Your speeds can be affected by programs running in the background, such as;

  • Computer, Tablet or Phone updates
  • Cloud storage services
  • Other data intensive programs that may be in use, such as file sharing.

 Speeds can also be affected by the following;

  • Multiple connected devices (Tablets, phones, gaming consoles, smart TV's, set-top boxes).
  • Video streaming services that require a lot of bandwidth.

 

Check your speed

  • You can visit speedtest.net to check your nbn™speed, most streaming services recommend a minimum speed of 3Mbps.
  • Please ensure to close all programs (see above) and any streaming services to get an accurate speed test reading.

 

Modem re-start

If your nbn™ is experiencing slow speeds, a simple restart (Power Cycle) is usually a quick and easy fix.

  • Switch off your modem, nbn™ connection box (if you have one) and your device.
  • Leave it off for a minute or so, then switch them back on again.
  • Allow up to up 10 minutes for them to reconnect.

Please click here to learn more about Power Cycling.

 

Check your Wi-Fi

  • If your devices are connected to your modem via Wi-Fi, try moving closer to the modem or connect directly to the modem via an Ethernet cable (if possible). 
  • It is also possible to have too many devices connected to your Wi-Fi, reducing the number of connected devices may improve your speeds.
  • Please note that Wi-Fi interference can affect your wireless performance, things like;
    • Brick walls or Iron girders can block a Wi-Fi signal.
    • Interference from other electrical devices such as microwaves, cordless phones, security cameras, baby monitors, and Bluetooth can also interfere with Wi-Fi signals.
    • High density dwellings, such as apartments, flats and units can have overlapping Wi-Fi signals that can affect your wireless connection.
  • Try to keep your modem away from other electrical devices, and if possible, move it to a central location.

 

Check your cables

  • Check that your hardware and cables are connected correctly and securely. click here for assistance.
  • You can also try replacing the Network cable (Ethernet) and Telephone cable as they can become faulty.

 

Isolate your devices

Sometimes having multiple devices online can affect speeds.

  • Disconnect or turn off other devices connected to the internet.
  • Perform an Isolation Test, by disconnecting all devices except for your modem and nbn™ connection box (if you have one) from all telephone sockets in your premises, this includes any telephones, alarms, fax machines and other devices.

For more information please click here.

 

Video Streaming;

  • Try adjusting the streaming services resolution settings based on your connection speed and see if you can find one that works for you.

 

Online gaming;

  • Try connecting to local servers or to those closest to your location and check for server outage announcements on the games website.

 

If you are still experiencing connection issues, please click here to create an online support request.

Isolation Testing

 

What is an Isolation Test?

Your internet connection can be affected by faulty equipment connected to your network, this may cause the service to slow down or not work at all.

An Isolation Test can restore connectivity by removing any device that may be interrupting your connection.

 

How do an Isolation Test?

1. Performing an Isolation Test is easy, firstly remove all of the devices, including but not limited to:

  • All telephone handsets
  • Splitters or Filters
  • Telephone extension leads
  • Fax Machine
  • Answering Machine
  • Back to Base Alarm (remove only if it can be done safely)
  • Smart TV's
  • Foxtel or other Set-Top Box
Isolation1

 

2. Only your modem should remain connected.

3. Power cycle (turn off for 10 seconds) your modem.

4. Wait 10 minutes, then check your modem lights, if your network has been restored you should see the below lights.

Modem_Lights

 

If the Isolation Test has restored your service, you can start reconnecting your devices one at a time. If connecting a device affects your service, it may have a fault.

Isolation Testing

 

What is an Isolation Test?

Your internet connection can be affected by faulty equipment connected to your network, this may cause the service to slow down or not work at all.

An Isolation Test can restore connectivity by removing any device that may be interrupting your connection.

 

How do an Isolation Test?

1. Performing an Isolation Test is easy, firstly remove all of the devices, including but not limited to:

  • All telephone handsets
  • Telephone extension leads
  • Fax Machine
  • Answering Machine
  • Back to Base Alarm (remove only if it can be done safely)
  • Smart TV's
  • Foxtel or other Set-Top Box
Isolation1

 

2. Only your modem and nbn™ connection box (if you have one) should remain connected.

3. Power cycle (turn off for 10 seconds) your modem and nbn™ connection box (if you have one).

4. Wait 10 minutes, then check your modem lights, if your network has been restored you should see the below lights.

Modem_Lights

 

If the Isolation Test has restored your service, you can start reconnecting your devices one at a time. If connecting a device affects your service, it may have a fault.

What is Power Cycling and how do I do it?

 

Power Cycling your hardware simply means turning off your equipment, for a short period of time, and turning it back on again.

This performs a "reboot" and can resolve basic connection issues, and it's really easy to do!

 

1. Turn off your modem and any connected device for 10 seconds.

2. Turn your equipment back on again.

3. Allow up to up 10 minutes for your hardware to reconnect to the network.

 

If Power Cycling your hardware did not fix your issue, and you have exhausted all other troubleshooting steps, please click here to create an online support request.

What is Power Cycling and how do I do it?

 

Power Cycling your hardware simply means turning off your equipment, for a short period of time, and turning it back on again.

This performs a "reboot" and can resolve basic connection issues, and it's really easy to do!

 

1. Turn off your nbn™ connection box (if you have one), modem and any connected device for 10 seconds.

2. Turn your equipment back on again.

3. Allow up to up 10 minutes for your hardware to reconnect to the network.

 

If Power Cycling your hardware did not fix your issue, and you have exhausted all other troubleshooting steps, please click here to create an online support request.