Help and Troubleshooting

​Basic Troubleshooting Guide

 

Before you start:

  • Power cycle your hardware, this can fix basic connection issues.

  • Check your Account Balance. If it is overdue, your service may be restricted.

  • Check the Network Status to see if there are any outages or known issues with our network in your area.

 

Step 1: Check all devices

  1. Make sure your internet service is already activated, you will receive an SMS notification once your service has been activated.

  2. Make sure all cables are connected as shown here in the setup guides.

 

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.

 

These lights on your modem should be all on

Modem_Lights

 

Step 2: Perform an Isolation Test

  1. Disconnect all devices except the modem and nbn™ connection box (if you have one) from all phone sockets; this includes phones, alarms, fax machines, and other devices

For more details please see the isolation test guide here.

 

Step 3: Check Your Wi-Fi Network

  1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer / device also has Wi-Fi turned on.

  2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect.

  3. Move all Wi-Fi devices closer to the modem for maximum access*.

*Certain items can cause Wi-Fi interference and lessen speed and connectivity:

  • Brick Walls or Iron girders

  • Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals

  • High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection

  • Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network

 

Get further help

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

Basic Troubleshooting Guide

 

Before you start:

  • There are a number things that can cause drop-outs, click here to find out more.
  • Power cycle your hardware, this can fix basic connection issues.
  • Check your Account Balance. If it is overdue, your service may be restricted.
  • Check the Network Status to see if there are any outages or known issues with our network in your area.

 

Step 1: Check Your Wi-Fi Network

  1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer / device also has Wi-Fi turned on.
  2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect.
  3. Move all Wi-Fi devices closer to the modem for maximum access*.

*Certain items can cause Wi-Fi interference and lessen speed and connectivity:

  • Brick Walls or Iron girders
  • Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals
  • High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection
  • Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network

 

Step 2: Perform an Isolation Test

  1. Disconnect all devices except the modem and nbn™ connection box (if you have one) from all phone sockets; this includes phones, alarms, fax machines, and other devices

For more details please see the isolation test guide here.

 

Get further help

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

Basic Troubleshooting Guide

 

Before you start:

  • Check that your plan speed meets your needs. Click the ABOUT NBN™ SPEEDS tab here to learn more.
  • There are a number things that can affect your speeds, click here to find out more.
  • Power cycle your hardware, this can fix basic connection issues.
  • Check your Account Balance. If it is overdue, your service may be restricted.
  • Check the Network Status to see if there are any outages or known issues with our network in your area.

 

Step 1: Check your speed

  1. Close all running programs and activities
  2. Check your nbn™ speed at speedtest.net. The recommended minimum speed for streaming sites is 3Mbps.

 

Step 2: Check Your Wi-Fi Network

  1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer / device also has Wi-Fi turned on.
  2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect.
  3. Move all Wi-Fi devices closer to the modem for maximum access*.

*Certain items can cause Wi-Fi interference and lessen speed and connectivity:

  • Brick Walls or Iron girders
  • Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals
  • High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection
  • Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network

 

Step 3: Perform an Isolation Test

  1. Disconnect all devices except the modem and nbn™ connection box (if you have one) from all phone sockets; this includes phones, alarms, fax machines, and other devices

For more details please see the isolation test guide here.

 

Get further help

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

So, you’ve spoken to technical support, and we have raised a service fault.

 

What happens next?

  • We’ll check things on our end, and see if the issue can be fixed remotely, without having to send a technician out.

  • We may have booked a technician with a tentative date, just in case we need to send someone.

  • Our faults team will investigate your case and work to resolve your fault as quickly as possible.

  • If required, we will work with any third-party suppliers to determine the best way to resolve the issue.

 

Then what? 

  • We’ll send you an update via SMS within 24 hours of raising a service fault, where we will either confirm the technician’s appointment, or advise you of the next steps needed to resolve your fault.

 

Will you call me?

  • We are able to fix most faults remotely and will keep you updated via SMS. However, if the issue is complex, we may call you to discuss further.

  • If we have organized a technician, they may call you to ensure you are home, and that there are no on-site risks.

Can't connect to Mobile Wireless?

 

Before you start:

  • Power cycle your hardware (turn off any mobile devices, modems etc, for 30 seconds and turn them back on again), this can fix basic connection issues.
  • Check your Account Balance. If it is overdue, your service may be restricted.
  • View the Network Coverage Map to check network availability in your area.

 

If you are using your SIM in a tablet or mobile device:

  • Check the signal strength* indicator on your device.
  • Check that your dodo Mobile Wireless SIM card is correctly inserted into your device.
  • If available, try your dodo Mobile Wireless SIM in a different device to check if your device is causing the issue.
 

If you are using your SIM in a modem:

  • If available, check the signal strength* indicator on your modem.
  • Check that your dodo Mobile Wireless SIM card is correctly inserted in your modem.
  • If connected via Wi-Fi, move your device closer to the modem.
  • Make sure you modem is placed away from items that can cause interference, such as:
    • Obstacles - Brick walls, fish tanks & metal fencing (for example) can reduce or block WiFi signals
    • Device interference - Microwave ovens, wireless doorbells, cordless phones and some Bluetooth devices can interfere with WiFi frequencies (typically 2.4 GHz / 5 GHz). Avoid this by trying an alternate frequency. eg. switch your modem to transmit on 5 GHz or vice versa.
    • Other WiFi interference - WiFi networks can interfere with each other. To separate yours from your neighbour's (for example) try using a different WiFi channel.
If you are still experiencing connection issues, please click here to create an online support request.

 

Is your Mobile Wireless slow?

 

Before you start:

  • Power cycle your hardware (turn off any mobile devices, modems etc, for 30 seconds and turn them back on again), this can fix basic connection issues.
  • View the Network Coverage Map to check network quality* in your area.

 

If you are using your SIM in a tablet or mobile device:

  • Check the signal strength* indicator on your device.
  • If available, try your dodo Mobile Wireless SIM in a different device to check if your device is causing the issue.
 

If you are using your SIM in a modem:

  • If available, check the signal strength* indicator on your modem.
  • If connected via Wi-Fi, move your device closer to the modem
 

*Low quality signals can have an affect on speeds.

 

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