ADSL INTERNET SUPPORT

General Support
If your Internet connection stops working you should try a few of the following tips below. 

We are aware of the irony of placing a guide on the Internet for fixing your connection. Since so many people have Mobile handsets with Internet access you may still be able to read this guide.

Power Cycle Your Modem
Try turning your modem off using the ON/OFF switch and wait 10 seconds. Then turn your modem back on again and wait two minutes. 

Most Internet outages are cured by this simple step. Some customers forget to try this first before calling technical support. 

DO NOT press the reset button on the Modem for a restart. This will clear out your log in settings on your modem and make matters worse as you will not be able to log in when your password is missing!

Is Your Phone Line Active?
Unplug your modem and plug a standard cabled telephone into the socket. Test that you can make a telephone call and that there is a dial tone. 

If there is no dial tone, the telephone line is faulty and needs to be fixed. Once it is fixed your Internet connection should be restored. 

Contact Better Telecom customer service on 1800799904 or log a fault using our Online form

Have you paid your bill?
That embarrassing moment you overlooked the bill and went away on holidays may have left your Internet connection suspended due to non-payment. 

If you have forgotten to pay your account please call 1800799904 ASAP and organise payment and un-suspension of your account.

Check for a faulty splitter/filter
Splitter/Filters can go faulty and interrupt the signal to your ADSL modem. Try unplugging the Splitter/Filter from the wall socket and plug the phone cable directly from the modem into the telephone wall socket. 

If your Internet connection starts working it means the Splitter/Filter is faulty and just needs replacing. 
Is there a faulty device plugged into the telephone line?
Most homes and offices have multiple devices plugged into the telephone line including: 

  • Business Phones
  • Home Phones (including extensions in the bedroom, kitchen etc...)
  • Fax Machines
  • Alarm Systems
  • EFTPOS/Credit Card Machines
  • Dial up modems (If you still use these) 

You should try completing an Isolation Test by:
  1 Unplug all other devices off the telephone line
  2 Remove all FIlters and Splitters
  3 Plug the modem directly into the telephone socket
  4 Check if the Internet connection come back online. 

If the Internet connection comes back online it means one of these additional devices are faulty and are interfering with the connection. By replacing a faulty device your connection will come automatically online without the need of a special technician to fix your connection.

Check the lights on your Modem
There are three key lights on your modem that you should check are active: 

Power Light: 
shows that your modem is receiving power from the electrical socket

DSL Light:
shows that the modem detects the ADSL tail that is attached to your telephone line at the telephone exchange.

Internet Light:
shows that the Modem was available to successfully able to log in to Telemates radius server.

Power Light Off, DSL Light Off, Internet Light Off
Check the power cord to your computer is plugged in correctly. If it is plugged in correctly and your home/office has electricity then your Modem is faulty.

Power Light ON, DSL Light Off, Internet Light Off
Check your Modem is connected into the telephone wall socket, you have a dial tone on the telephone line, you have removed any splitter/filters and disconnected all other devices. AFter doing this your DSL light still does not light up solid then you have a problem with the Internet Tail and should log a fault with Technical support by calling 1800799904. 

Please remember it can sometimes take up to 2 minutes for the DSL light to go Solid on some connections or modems.

Power Light ON, DSL Light ON, Internet Light Off
Check your modem has all the right log-in settings set up and stored inside the modem. If you are missing the settings the modem will not log in to the Internet. Restore these settings and it should work. 

If after checking the settings are correct there could be one of two things wrong: 

1) Your modem may be faulty and need replacing. If you have a second modem you could test this to see if the connection works.

2) The network may have a fault which should be reported to Technical support.

How to check the log in settings in your modem are still saved in your modem
Log into your Modem and check that standard username and password settings are still saved in the modem.

If you accidentally pressed the reset button on your modem then your modem would have flushed all settings out. By entering these back in the modem you will be able to log back in. Some modems have been known to lose their settings after a power surge.

See “How to log into your ADSL modem?” for details

WIFI
If you are connecting to your modem via WIFI and are unable to access the Internet try plugging your computer/laptop directly into the ADSL modem using a network cable.

How to perform a Speed Test?
If you want to test the speed results of your Internet connection please go to www.speedtest.net and press BEGIN TEST

How do I perform a Ping Test?

A ping test is handy for checking the latency of an Internet connection. You can also use this to detect if your Internet connection is able to access the Internet or if your local computer has a setup issue. 

To complete a ping test on a Windows PC complete the following:

• Select “Start”
• Type “cmd” and press enter.
• A new black and white screen will appear
• Type “ping 8.8.8.8 and press enter 

If you can successfully ping the connection but cannot browse websites, then you have an issue with your computer set up. Try checking your Internet DNS is set to automatic. Your computer may also have old settings from your previous provider, software or anti-virus that is stopping the computer from access the internet. 

If you are unable to ping the connection, you may have an internet connection issue or your computer is not connected to the network. Check your modem is logged onto the internet with both the DSL light and Internet light showing solid. Also check your computer network cable or WIFI connection with the modem is correct. 

If the ping time is extremely long over 100ms, there may be a network related issue that should be reported to Telemates customer service.

Connection Set-Up Support

How to connect an ADSL modem?

 • Start by unpacking the modem and un-tie all cables.
 • Plug the power cable into the back of the modem
 • Plug the power cable into the power socket in your home/office.
 • Connect the yellow network cable into a spare yellow socket on your modem.
 • Connect the other end of the yellow network cable into your computer.
 • Connect the splitter into the telephone wall socket
 • Connect the phone cable into the DSL socket on your modem and the other end of the cable into the socket marked “Modem” on the splitter.
 • Connect the telephone into the socket marked “Phone” on the splitter.

How to connect a Splitter/Filter?
The diagram below shows the correct set-up for an ADSL splitter.

Why do I need a Splitter/Filter?

The ADSL splitter/filter is needed for the following reasons:

  • Provide a secondary socket on the telephone line so you can plug the modem and telephone at the same time.
  • Ensure telephone calls on the telephone line do not Interrupt the Internet connection.

Without this you will find connection speed problems with your ADSL and drop outs in the ADSL connection.

How to connect an In-Line Filter?

An In-Line Filter is used on any other telephone device that is connected to the same telephone line as an ADSL connection. It is designed to ensure the telephone does not interfere with the quality of the Internet connection.

In some circumstances the ADSL signal may not be as strong and the simple act of answering or hanging up a telephone to make a call will cause the drop of an ADSL connection. 

Why do filters become faulty?

Filters often become faulty when a power surge is experienced that travels down the phone line and into the filter. When the surge hits the internal workings of the filter it is known to damage the circuitry that performs the functions of the ADSL splitter/filter.

The power surge is often caused by faulty electrical equipment or lighting striking telephone/electrical cables. This activity can sometimes damage the filter completely so that it stops functioning altogether or other times just interfere with the performance quality of the Internet connection.

A filter is also an electrical device that can also just wear out over time from constant use. It is recommended you update your splitter/filters and in-line filters every 2 years for best performance. If you have had a power surge that has made your filter faulty within this time it should be replaced immediately.