ADSL

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

 

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.

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.

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.

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.

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.