DSL Basic Troubleshooting

Got problems with your Internet connection? Try doing the following:

  • First, check your modem to see if it's turned on.
  • Also, verify that there is no commercial power failure in your area.
  • It's also important to check your physical connection. Make sure that the LAN cable is properly and firmly connected to both your computer and the modem.
  • Double check the RJ11 cable (this is the regular telephone cable attached to your landline phone), which is plugged into the box mounted on the wall in your house
  • Take a look at your modem's power adaptor: ensure that it's plugged in securely to the modem.
  • Try switching off your ADSL broadband modem. Remember, most ADSL routers are mains powered but many ADSL modems are USB powered. If USB powered, it needs to be disconnected from your computer to shut it down. Plug it back in to your computer's USB slot to turn it back on.
  • Also try removing any 3rd party devices hooked up to your modem such as routers, hubs and the like
  • If you still can't connect, turn off your ADSL modem then turn it on again after 30 seconds. This helps to ensure that the session between your ADSL modem and router fully times out.
  • You can try checking your modem brand and look for the Internet LED light found on it.
  • If your modem is Aztec: If modem LED is off or red, try to access the modem GUI.
  • After that, re-type the modem's credentials (username and password).
  • If your modem is Prolink and/or other brand/s: If the LED is off or red, open a browser and go to the modem GUI.
  • Afterwards, re-type modem credentials (username & password).
  • If nothing changes after typing in your username and password, call our hotline.

If you can't browse the web, try the following:

  • Make sure that your modem is switched on
  • Check if anyone else around you who are using the same modem is having the same problem. If so, there may be a commercial power failure happening in your area
  • Check your physical connection. Ensure that the LAN cable is properly and firmly connected to both your PC and the modem
  • Double check the RJ11 cable (this is the regular telephone cable attached to your landline phone), which is plugged into the box mounted on the wall in your house
  • It's also important to check that the modem's power adaptor is properly plugged in your modem.
  • Try to switch off the power to your ADSL broadband modem. Most ADSL routers are mains powered but many ADSL modems are USB powered. If USB powered, it needs to be disconnected from your computer to shut it down. Plug it back in to your computer's USB slot to turn it back on.
  • If installed, try removing any 3rd party devices connected such as routers, hubs, etc.
  • Leave the ADSL modem or router off for 30 seconds then reconnect. This helps to ensure that the session between your ADSL modem and router fully times out.
  • Check the brand of your modem and the Internet LED found in front of it.
  • If your modem is Aztec: If modem LED is off or red, try to access modem GUI.
  • Once done, re-type the modem's username and password.
  • If your modem is Prolink and/or other brand/s: If modem LED is off open the modem GUI.
  • Afterwards re-type modem credentials (username & password)


If the Internet LED light is ON or Green, check the following user experiences:


  1. No browsing all website
  2. Slow browsing
  3. No browsing selected site
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