Help & Troubleshooting

A you a new customer, or have you recently moved?

  • It could be that your service has not been activated yet, please check if you have received our SMS notification advising you the service is active and ready for use.

Check your equipment.

  • If you can't connect, always check that the cables are connected as shown in the setup guides here and make sure that the correct lights are on.
  • 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, filters, fax machines and other devices.
  • You can try replacing the Ethernet and telephone cables as they too can go faulty at times.

Restart your equipment.

  • Turn 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 an Ethernet cable (if possible).

 

If you are still experiencing connection issues, click here to get help from Dodo Technical Support on live chat or call us on 13 dodo (13 36 36).

Modem re-start

If your nbn™ is experiencing intermittent connection issues, a simple restart 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.

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 Ethernet cable (if possible).

Still dropping out?

if you have done either of the steps above and your service continues to drop out, there may be a faulty device plugged into your phone socket(s).

  • 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, filters, fax machines and other devices.
  • You can try replacing the Ethernet and telephone cables as they too can go faulty at times.

If you are still experiencing drop outs, click here to get help from Dodo Technical Support on live chat or call us on 13 dodo (13 36 36).

A simple restart is usually a quick and easy way to restore your service;

  • First power cycle your modem by turning it off for about 10 seconds, then turning it on again, this will refresh the connection and may resolve any issues.

Check your speed;

  • You can visit speedtest.net to check your nbn™speed, most streaming services recommend a minimum speed of 3Mbps.

Close all programs;

  • Speeds can also be affected by programs running in the background, such as updates, cloud storage service and other programs.

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). 

Check your cables;

  • Try replacing the Ethernet or telephone cable.

Isolate your devices;

  • Sometimes having multiple devices online can affect speeds.
  • Disconnect or turn off other devices connected to the internet.

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 service is still slow, click here to get help from Dodo Technical Support on live chat, or call us on 13 dodo (13 36 36).