No Internet Connection (No Sync)

This article will guide you through the troubleshooting for no internet connection (no sync) on an ADSL1 or ADSL2+ broadband service.

Symptoms

• You can’t view websites or receive email on all computers and Wi-Fi devices connected to your modem.
• Your computer/Wi-Fi device may show internet connection status as “Offline”, “No connection” or “Disconnected”.
• AEBC modems (Ovislink, Xyxel) will have a red, orange or flashing ADSL sync light.
• The lights on third-party modems may vary; please check the user manual to learn the meanings of your modem’s status lights.

Things to check first                           

Troubleshooting

1. Turn your modem off, wait one minute and then turn it back on. Once it has finished rebooting, try to view a website on one of your connected computers or Wi-Fi devices. If you can’t view a website, go to the next step.
2. Unplug all devices from every phone socket, including your modem, line filters/splitters, telephones, fax machines, CipherTV bar and other connected devices.
3. Plug a standard telephone handset (with no filter) into the phone socket. Listen for a dial tone and make sure you can make a call without hearing noise interference. If you don’t have a dial tone or you hear line noise, switch to no dial tone or line noise troubleshooting.
4. If you have no phone issues, unplug the telephone handset and instead plug your modem directly into the phone socket (with no filter). This is known as “isolating” your modem, because it is now the only thing plugged in to the phone socket.
5. Connect a computer to your modem with an Ethernet cable (recommended) or use one of your connected Wi-Fi devices to try to view a website. If you can, follow the advice below. If you can’t view a website, go to the next step.
6. If possible, try using a different phone cable to connect your modem to the phone socket. An old or damaged cable may be preventing a successful connection.
7. If possible, try using a different Ethernet cable to connect your computer to the modem.
8. If you have more than one phone socket in your home, try plugging your modem directly into the other phone sockets to see if it can get online. If your modem works when it’s plugged into one socket but not another, there may be a problem with the internal wiring between the phone sockets.
9. If possible, test a different modem at your property, or test your modem at a different location that has a working internet connection. If another modem can get online at your house, or your modem doesn’t work at both locations, your modem may be faulty. Learn more.
10. If you still can’t get online, please call our Support Team on 604-288-1088 for further assistance.

If your modem gets back online while it is isolated

1. If your modem gets back online while it’s plugged straight into the phone socket, that means that one of the other pieces of equipment you had plugged in (e.g. filter, phone, fax) was interfering with your home network.
2. Start plugging your other equipment back in, piece by piece. Always start with any line filters or splitters that were used to plug phones or faxes into a phone socket.
3. Wait a minute or two after each device is plugged back in, and then check to see that your modem is still connected to the internet.
4. If your modem suddenly loses its connection, the filter, cable or device you’ve just plugged in is probably faulty or interfering with your connection.
5. We recommend replacing a filter, cable or device if it is faulty, or adding a filter to a phone or fax if it didn’t already have one.

More information

Why do I need to test a different modem or try my modem somewhere else?

Connection problems can be caused by several things, but one of the most common causes is faulty hardware.

If your modem can get online at a different location that has a working internet connection, then it’s safe to say that the modem isn’t faulty.
What do I do if I suspect my home has internal wiring issues?

If your modem works when it’s plugged into one phone socket but not another, you may have internal wiring issues. If you suspect this is the case, please contact a registered electrician. This means that they are properly licensed to work on communications cables.