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Troubleshooting

Please choose one of the links below to skip to the desired troubleshooting step:

No Modem Sync

Your modem must synchronise
A modem shows that it's "in sync" with a particular LED which is usually labelled "Internet", "ADSL" or there might be a picture a globe. The light should be on solid when the modem is synchronised.
If the sync light is flashing slowly, this usually indicates the modem is trying to synchronise. If the light isn't on at all, this usually means it's not synchronised.
Things to check:

  • Check that the modem has power - is the modem's power light on?
  • Check the cabling
  • Check the line for dial tone
  • If possible, try a different phone cable to connect your modem to the wall
  • If possible, try your modem on a different wall socket
  • If possible, try a different modem
  • Try the modem at another location where you know the connection is working. If it works there but not at your premises, call us for further advice.

After each of the above tests, switch the modem off and back on and give it a few minutes to settle.

If the modem is still not receiving a signal, contact VeeTel on 1300 833 835.
Please do let us know if you've already done these checks as it saves both our staff and yourself time.

No dataflow

The next part of the connection process after synchronisation is authentication
So if you're in sync but can't reach the Internet, it's possible that the authentication stage has failed.
The following checks may help determine the cause of the problem.

Is your modem connected to the Internet?

On most modems if the DSL light keeps flashing but the Sync light stays solid it's stuck in the authentication stage. In this case, please refer to our modem configuration guides to help you check if the modem is configured properly with the right credentials. They can be found at http://veetel.com.au/modem-guides.html .

Your modem is connected to the Internet but still has no dataflow

It may be that your modem shows a connection but you can't browse websites, check email or do anything else successfully. It's possible your computer isn't communicating properly to the modem. You can test this by trying to access the modem as suggested in the previous step.
If you get through, there may be a problem with your firewall or antivirus software. It's best to disable these to rule them out as a problem:
It is also a good idea to disable Proxy server, if you are using one (many Universities, or school’s use proxy servers).
For Internet Explorer go to Tools, then Internet Options, Connections tab, LAN Settings and under Proxy server, un-tick the following "Use a proxy server for your LAN" then click OK.
If you don't get through to your modem, look into the physical side of things:
Check that the network cable (typically blue or yellow, looks like a telephone cable but thicker) is connected firmly and that the computer is registering a network connection
Try using a different cable, especially if the current one is showing any signs of wear and tear.

Interference causing low sync speeds

The most common dataflow problem is from interference. The most common issue we find is from "unfiltered" devices.
In order to rule out interferences as the cause, we require you to perform an isolation test.
To perform an isolation test, remove all phone devices and just have the modem connected to the wall socket. If the modem is able to gain sync successfully without dropouts then its likely the problem lies with one of the phone devices or one of the filters, if so replace all the devices until you find the culprit.
If the problem is not resolved then call VeeTel on 1300 833 835 for further troubleshooting.

Firewall/antivirus/browser settings

If the modem indicates that the connection speed is fine, the next thing to do is to disable all firewall or antivirus software and check your Internet browser settings for things like popup blockers or spyware.
Some firewalls will cause computers to behave abnormally or very slow, this is because they are not configured properly and using most of the bandwidth or the computers processing power. The only way to find out if this is the cause, is to uninstall the program from your PC.
Note: VeeTel does not assist in the installation or removal of third party software and this should only be done as a last resort and by someone who is fully aware of the implications of removing such software.

Wireless connection issues

VeeTel can assist you in configuring your wireless network and also to troubleshoot any connection issues you have with your wireless network. If you have a wireless router connected to your modem, VeeTel is unable to help you as advanced routing configuration needs to be applied. We recommend contacting your manufacturers support line for assistance.

Please contact VeeTel on 1300 833 835 for further support.

Wireless network congestion

Congestion is not a common issue with wireless connections, as a full wireless signal has more bandwidth available than that which your internet connection can supply. However if your wireless signal is weak it may

Prior to reporting any faults to VeeTel, please remember to reboot your PC and your modem, wait five minutes and if the connection is still not working, then by all means call us.

 

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