'Dropouts', or intermittent connection problems are when your connection stops and starts, for short or long periods of time, but always reconnects. Generally, you'll see the lights on your modem change;
- On your Wi-Fi Hub+, the 'b' or '@' light will turn red
- On your Halo, the status light will turn orange (solid or flashing)
If the light on your modem stays green during the dropouts, it's more likely the problem is related to speeds - you can troubleshoot slow speed problems here
The following is a step by step guide for troubleshooting a service that is dropping out and includes some tips on what you can do to improve the performance of your connection.
- Testing a direct connection to your modem
- Quick steps
- Resetting your modem and nbn equipment
- Isolation test
- Testing an alternate modem
- Testing other phone sockets in your home
Testing a direct connection to your modem
This test will tell us if Wi-Fi is causing the dropouts. If a direct connection fixes the problem and dropouts stop when you directly connect, you may need to troubleshoot your Wi-Fi.
- There may be a scheduled network improvement or unplanned issue affecting your service - you can check that here.
- Make sure no cables are damaged, and all cables are connected correctly - you may need to unplug and then plug in the cables again. It's always best to try an alternate ethernet cable where possible, to make sure this isn't the issue.
- Test an alternate device, like another PC, laptop, or gaming console to make sure the issue isn't with your particular device.
Resetting your modem & nbn™ equipment
If you have an nbn™ connection box, let's try resetting it and refreshing the connection. If you don't have an nbn™ connection box (i.e. your nbn™ connection type is Fibre to the Node/ Building or ADSL), move on to step 4.
- Locate the reset button on your nbn box (it may be on the back, front, or on the underside)
- Using a pin, paperclip, or small object, press the reset button in for 15 seconds, until the lights on the front of the box go off
- We'll need to wait around 3-5 minutes for the NBN box to reconnect
- Next, perform a reset on your MyRepublic modem, too
24-hour isolation test
Once you've performed the above steps, we need to test the connection in its current isolated status for 24 hours (or for however long it takes the dropouts to occur usually). This will tell us if the changes you've made have resolved the problem.
If during the 24 hour period, the dropouts continue to occur at the same frequency, let's move on to testing an alternative modem (if you have one).
Testing an alternate modem
Perform the same isolation test with an alternative modem (if you have one).
For ADSL, FTTN, FTTB & FTTC customers - If you don't have an alternate modem, or the issue remains when you test another modem, test an alternative phone socket
For FTTP, HFC or Fixed Wireless customers, if you don't have another modem, or the issue remains when you test another modem, contact us via live chat so we can raise a fault to our wholesaler on your behalf.
Testing an alternative phone socket
If your connection type is Fibre to the Node/Building, Fibre to the Curb, or ADSL, it's always best to move your modem's connection to a different phone socket (if available) for testing speeds. You should also try an alternative phone cable where possible (as short in length as possible - the grey cable that came with your MyRepublic modem is best), and remove any filters or splitters that might be part of your connection.
If this hasn't resolved your issue, contact us via live chat so we can raise a fault to our wholesaler on your behalf.