Read Me: Broadband Troubleshooting & Isolation Test

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Registered: ‎01-03-2012

Read Me: Broadband Troubleshooting & Isolation Test

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Who is this for?


The Isolation Test can help identify possible causes related to your phone or broadband issue.


For example:

  • Noisy phone line (echo, cutting out, static or interference)
  • Loss of broadband connection (unable to browse or time out errors)
  • Throughput issues (Slow broadband, slow browsing speeds)

This may avoid a technician call out charge where a fault is caused by your hardware or device.


For example:

  •  A faulty fax machine may cause interference on the phone line which affects your broadband.

There are 4 things to check for an isolation test, they are:


  • Jack point (phone jack or broadband jack point could be faulty inside the premises)
  • Device (phone, fax machines, modem etc...)
  • Cables (extension cables, 2-way or multi plugs, broadband line filters)
  • Lines (lines could be faulty outside of the premises such as exchange, road or pillars)

REMEMBER We recommend performing the isolation test prior to your call to our contact centre, as this may significantly reduce your call time.




  1. Check the jack point is working.

 Unplug everything that is connected to a jack point. This includes:

    • Phones (cordless and corded)
    • Broadband and Dial up modems
    • Filters, extension cables and adapters
    • Sky (if it is connected to a jack point) 
    • Fax machines
    • Answering machines
    • Connect a device that has been confirmed as working into the jack point (such as phone or broadband modem that works elsewhere).
    • Check the device to confirm the service is working on the connected jack point.
    • Repeat the steps until all jack points have been tested.
    • When a dial tone (phone device), ADSL indicator or Sync light (this will vary depending on the type of modem used) is present, it means the jack point is okay and the issue may be caused by the device or cables.

 2. Check the device for any faults.  


  • Plug the device directly into a known working jack point (without any extension leads or adapters). 
  • Test the device and check if it can obtain service.


 3. Check that the cables are okay.


  • Unplug the phone cable that is connected behind the device and replace it with a similar cable, where possible.
  • Plug your device directly into a jack point (without additional extensions or adapters).
  • Confirm the services are working:
    • Phone - You will hear a dial tone.
    • Broadband - ADSL indicator will be on this will vary depending on the type of modem.  If there was an adapter used (e.g. double adapter, ADSL filter), add it back to the test and check if the service is still working.


REMEMBER  Reconnect devices that have been identified without any issues.


What should I do now?


Depending on the outcome of your isolation test, you may need to call us for further assistance.


  • For home phone lines: If you can't get a dial tone on any of your sockets, it's possible your telephone line is dead due to other causes. If you have a mobile phone, call your own number and make a note of whether it rings out or is engaged, or of whatever message you might hear, then please contact us.
  • For broadband: If synchronisation doesn't come back during these tests, and your modem is definitely in good working order, it's possible your broadband service has developed a fault which requires a tech to investigate. Please contact us to lodge a fault.

REMEMBER Let tech support know what steps you have taken already. It will save them guiding you through the process again.


Good luck!

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