This page contains troubleshooting help and advice if you are unable to connect to the internet with your Tellnet service.
Important: If this is your first time using the service, please contact our support team to make sure the ADSL has been completely activated on your line.
Before you attempt the steps below, please check the following:
Plug your computer directly into your ADSL modem with an ethernet cable and see if you ca connect to the internet. This will eliminate the possibility of wireless connectivity issues. Unplug your modem from the power and leave for at least 1 minute before restoring power. Wait at least 5 minutes and attempt to access the internet.
If, after trying the above, you are still not able to connect then please follow the below process:
First, check the indicator lights on your ADSL modem. These will look something like the below diagram but may be in a different order:
Depending on what you see, please follow the relevant troubleshooting steps below:
|1. All lights are off or power light flashing|
The device is either not getting power or is malfunctioning. Please try the following:
Make sure the modems power adapter is connected to both the power socket and the back of the modem securely. Try removing and replacing the plug to ensure it is properly secured.
Connect the modem to a different power outlet that you know is working.
Ensure you have used the correct power adapter - many power adapters look similar.
Conduct a 'hard reset' of your modem. Most modems have a pinhole 'reset' button - if you press this for at least 10 seconds the modem will reset to factory settings.
|2. The ADSL light is off or flashing|
The modem cannot pick up an ADSL signal on your line. Please try the following:
Ensure that the modem is connected to the 'Internet' part of your inline filter.
Remove the filter completely and connect the modem directly to your telephone socket. Wait a few minutes and see if the ADSL light stays on.
Conduct an isolation test and make sure all other telephony devices (fax, alarm etc) are properly filtered as these can interfere with the ADSL signal.
|3. The INTERNET light is off or flashing|
This is most likely an authentication issue. Please check the following:
The most common reason for this error is non-payment of an invoice. If your monthly invoice is not paid your service will be suspended. Service will be restored automatically on payment of outstanding balance.
Ensure that you have the correct username and password in your modem - if you have replaced or reset it, you will need to re-configure it.
|4. The Ethernet/LAN light is off or flashing|
This indicates a problem with your local area network. Make sure that your ethernet cable is securely connected to both the modem and your computer and that your ethernet adapter is enabled.
|5. None of the above applies...|
There may be a problem with your network configuration in either computer, browser or modem. The following areas are worth checking:
Make sure your computer is obtaining DNS and IP address settings automatically
Make sure the proxy settings in your browser are all disabled
Try resetting the modem to factory default settings and then re-enter your Tellnet username and password into the modem using the 'Setting up your Modem' guide.