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

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 having issues connecting to the internet you can find setup guides for a variety of popular modems here.

You can also chat a member of our technical support team here.

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 having issues connecting to the internet you can find setup guides for a variety of popular modems here.

You can also chat a member of our technical support team here.

Basic Troubleshooting Guide

Before you start:

• Check that your plan speed meets your needs. Click the here to view our nbn facts sheet.
• 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 having issues connecting to the internet you can chat a member of our technical support team here.

Dodo supplied modems VR1600, VX220

1. Using a device connected to your Dodo modem (via WiFi or Ethernet cable), open a web browser, and go to http://192.168.1.1
2. You will see the modems login screen, enter the default username admin and password relevant to your dodo modem.
   • Dodo TP Link VR1600 modem admin@VR160
   • Dodo TP Link VX220 modem admin@VX220
3. From the menu select the Wireless tab.
4. Enter your new password in the Password field.

5. Click Save to complete the password change. Remember to reconnect your devices using the new WiFi password.

Dodo modem HG-659

1. Using a device connected to your Dodo modem (via WiFi or Ethernet cable), open a web browser, and go to http://192.168.1.1
2. You will see the modems login screen, enter the default username admin and password admin@HG659.
3. From the menu select Set Up WLAN tab.

4. Enter your new password in the Password field.

5. Click Save to complete the password change. Remember to reconnect your devices using the new WiFi password.
    

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.

Checking network status

If you're having connection issues check the Network Status to see if your service is experiencing planned maintenance or a network outage in your area.

If you cannot see any reported outages, try our troubleshooting steps below:

I can’t connect to the Internet

My internet service is dropping out

My internet service is slow

List of nbn™ Home Phone products and features

How do I add other features?

Call Waiting, Call Forward, Call Return and 3 Way Chat are included with your service.

To add any of the other features to your Dodo Home Phone you can chat a member of our customer service team here.

Call forward nbn home phone

Call Forwarding allows you to divert all incoming calls made to your phone number to another phone number. Sometimes this may be referred to as a call diversion. There a several types of Call Forwarding which allows calls to be forwarded or diverted only under certain conditions.

Call forward always
Call Forward Always will always divert all incoming calls made to their phone number to another phone number.

Call forward busy
Call Forward Busy will divert all incoming calls when your phone is engaged.

Call forward no answer
Call Forward No Answer will divert all incoming calls when no one answers the phone.

Call forward not reachable
Call Forward Not Reachable will divert all incoming calls when the phone has no network coverage or is switched off.

Call Waiting nbn Home Phone

About

Call Waiting allows you to know when someone is trying to call you when you are already on a call by playing the Call Waiting tone (two beeps every five seconds).

Using Call Waiting

Call return nbn home phone

Call return allows you to retrieve the number of the last unanswered call (except for blocked number) and also the option to return the call.

Usage

Basic troubleshooting

If you are having difficulties with your nbn home phone such as No Dial Tone or Line Noise, follow the troubleshooting steps below:

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 your modem

• If VoIP services are active, the VoIP light on the front of the modem should be lit green.

• Ensure that your modem cables are connected securely and that the phone cable is connected to the "Phone1" port at the rear of the modem.

Step 2. Check your phone

• Remove your phone from the "Phone1" port and connect it to the "Phone2" port.

• Try another phone If you have one available.
• Replace the phone cable.

Step 3. Modem reset

1. At the rear of modem is the reset button.
2. Push and hold the reset button for 30 seconds ONLY.
3. The modem will reset and auto-configure
4. Wait 5 minutes then test the phone.

If you are still experiencing nbn™ home phone issues, you can chat a member of our technical support team here.

If you see wi-fi security warning appear on your Apple/Android device it doesn’t necessarily mean that you or your devices are at risk.

WPA3 is the latest security level, as device’s firmware are updated over time and new devices are released, the devices may pick up when the Wi-fi is not on the latest security setting.

Refer to the below instructions below to remove the security, but it’s important to note that some older devices may not support this newer security level so we will need to select a transitional security that will work on both.

Please refer to these instructions for how to remove the security warning

TP-Link VX 220 modem:

1. Log into modem interface

• http://192.168.1.1

• Username and password is on back of the modem

2. Select advanced tab at top

3. Choose “Wireless and wireless settings”

4. Under encryption settings change security level to;

• WPA2/WPA 3 personal

5. Under WPA Encryption Mode, change to

• AES

6. Save new settings

Huawei HG 659 modem:

1. Log into modem interface

• http://192.168.1.1

• User name and password is on back of the modem (screenshot)

2. Select Home network at top of the screen

3. Wi-fi settings

4. Enable 2.4GHz and save

5. Same page under Wi-Fi encryption

• Security mode: WPA-PSK + WPA2+PSK

• WPA encryption mode: AES

6. Follow same for 5GHz

7. Save settings