First things first
  1. Check all the plugs are firmly in their sockets.
    • Phone cord is connected to the wall and then into the modem.
    • Power cord (for Ethernet modems) is plugged in and switched on.
    • Ethernet or USB cable is connected to the modem and to the computer or hub
    • If you're using a hub or switch, that it's plugged in and switched on and all its cables are firmly connected.
  2. Restart the modem. If it doesn't have an on/off switch, pull out the power cord and plug it back in again.
  3. Restart the computer (particularly relevant for USB modems).

 
Still got problems? Read on.
 
No line sync?
Line sync but no connection?
Connection but very slow or dropping out a lot?

 

 
No line sync.

Line synchronisation ("sync") occurs when the modem successfully connects to the Telstra exchange. If it is unable to connect, you will be unable to connect to Call Australia and thus to the Internet. Note that the modem does NOT have to be connected to a computer to get line sync; it simply has to be connected to the phone line.

  1. Remove anything that shares the line with the DSL modem, such as phones, faxes, etc. Try to connect.
     
    If this works, one of your non-DSL devices are interfering with your DSL connection. Ensure all non-DSL devices have a filter between them and the phone line. This includes faxes and dialup modems. You may need to purchase more filters.

    2.  
  2. Log into your modem and check it's connecting in G.DMT mode. If the modem is set to "AUTO", this can occasionally cause problems if it switches between G.DMT and ANSI mode, as the switch will cause line sync to be lost. Lock the modem into connecting in only G.DMT mode, which should stop the line syncing dropout.

    3.  
  3. If you have a USB modem, remove and re-install the USB drivers from the original CD supplied with your modem. You may also wish to check for updated drivers from the modem website.

    4.  
  4. If none of the above have helped, contact the Call Australia Technical Support on 1300 76 1488. Please note all the tests and results of those tests you have performed, so we don't ask you to do what you've already done.

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Line sync, but no connection.

You've got line sync, all the plugs are in correctly, but it's still not connecting.

  1. Are you able to connect to the Call Australia homepage? www.callaustralia.com.au. (opens in a new page).
     
    If yes, there's nothing wrong with your username or password, but there may be a problem with the Call Australia network. Contact the Call Australia Technical Support on 1300 76 1488.
     
    If no, you may have line or username/password problems. Go to Step 2.
     
  2. Check your username and password are correct. You will need to log into your modem or modem software to do this.
     
    Ensure your username is in the format {phonenumber}@callaustralia.com.au, and re-enter your password. Try to connect. It can take a little time. Watch the lights on the front of the modem, and check to see which - if any - flicker as you try to connect.
     
  3. Check that you don't have any unfiltered phones on the line, as this can cause connection problems. If need be, remove all phones from your line and plug the modem in directly (see line sync issues above) before trying to connect again.
     
    If this works, one of the filters, handsets or phone cables are causing interference with your DSL connection.
     
  4. If none of these have worked, or only partly worked, contact Call Australia Technical Support Centre on 1300 76 1488. There may be an outage with the network or your password may need resetting. If you're able to access the Call Australia Online Support Centre, you can reset your password yourself.
     
    Please note all the tests and results of those tests you have performed, so we don't ask you to do what you've already done.

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Connection, but very slow or frequent dropouts.

  1. Check the Outages page and ensure there's no known problem occurring. Give the situation some time to stabilise - you may be experiencing some congestion on the network.
     
    Perform a "Ping" and "Traceroute" and compare them to previous results (if possible) to see if you are experiencing unusual latency or packet loss, or if your transfer rate is unusually slow.
     
  2. Try lowering the MTU of your modem if you're getting inconsistent dropouts on some pages/downloads and not others. You may need to restart your modem/computer. (See the "Tweaks" page below for a link to a utility that will help with these sorts of changes, or else call Call Australia Technical Support Centre on 1300 76 1488).
     
  3. Your modem's firmware may need upgrading. Check the home page of your modem or the Call Australia Online Support Centre if it's one supported by us. Note: only perform firmware upgrades if you are very confident it will fix the exact problem you're experiencing, and follow all provided instructions exactly. A failed firmware upgrade will generally result in a dead modem.
     
    If in doubt, don't do it. Contact Call Australia Technical Support on 1300 76 1488 for advice. Please note all the tests and results of those tests you have performed, so we don't ask you to do what you've already done.

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