In the age of 5G internet technology, it is unacceptable for subscribers to still be suffering from problematic NBN connections. However, there are times when technical problems can’t be avoided. To save yourself from woeful internet service, it would be ideal to know how to troubleshoot your hardware. We listed down some of the most common problems with Dodo NBN plans and how to fix them in this article.

Basic Dodo NBN Issues

Before you do anything, though, be sure to do these things first:

• Power Cycle your device to fix basic connection issues. A power cycle means to turn off your device and then turn it back on again. To do this with your Dodo modem, locate your modem's power cord and make sure it's securely plugged into an active power outlet. On the back of the modem, find the Power button. Press and hold the Power button for 30 seconds, then release it. Wait for the modem to power on and establish an internet connection. Once the lights on your modem are all lit up, try connecting to the internet again.
• Check your Account Balance as well, in case your payment is overdue. Your account balance can be checked in My Account. If your payment is overdue, you'll need to make a payment before you can continue using your Dodo services.
• Check your Network Status for any scheduled maintenance or outages in the area. You can check the Network Status by visiting dodo.com/au/status or by calling 13 Dodo (13 36 36). We recommend checking the Network Status as there might be a scheduled outage in your area that the tech team is already aware of.

If none of these options work, follow these quick troubleshooting guides to fix the problem:

Internet connectivity issues

• Check all devices. Make sure your internet is active and all cables are connected, especially if you are a new subscriber or you recently moved your connection to a different address. Usually, the issue is with the equipment and not with Dodo. This is because Dodo provisions your service to work with a specific type of equipment.
• Do an isolation test by disconnecting all devices from the sockets except for the modem and nbn™ connection box. An isolation test will determine if the problem is with your internal wiring, equipment, or connection. Internal wiring issues need to be fixed by a registered cabler.
• Check your Wi-Fi network to see that it’s turned on. Reset the connection by turning off all devices for at least 60 seconds. Turn it back on and wait for them to reconnect. If the issue is with your equipment, we recommend that you try resetting your modem. To do this, locate your modem's power cord and make sure it's securely plugged into an active power outlet. On the back of the modem, find the Reset button. Press and hold the Reset button for 30 seconds, then release it. Wait for the modem to power on and establish an internet connection. Once the lights on your modem are all lit up, try connecting to the internet again.
• Check signal levels. In some cases, you might need to get a technician to come out and check your signal levels as they could be too low. This can happen when the line is too long or there are faults in the network.

Service keeps dropping out

• Check your Wi-Fi network and make sure it’s turned on. You should also log in with the Wi-Fi network name and password that are usually on the back or bottom of your modem but if you have already changed them, you can find them in My Account.
• Reset the connection if problems persist. Turn the modem and all your devices off for one to two minutes. Turn them back on and wait to reconnect. When you reconnect, check the lights on your modem to ensure they’re all green or blue. If you still can’t connect, try unplugging your modem from power and plugging it back in after one minute.
• Move your devices closer to the modem. More often than not, the problem is with the device and not the modem. If you’re using a laptop, try moving it closer to the modem. The same goes for any other devices that are connecting wirelessly.
• Perform an isolation test by disconnecting all devices from all phone sockets except for the modem and nbn™ connection box.

Service keeps dropping out

• Check that your Dodo plan meets your internet needs, first and foremost.
• Check your internet speed by closing all running programs and activities.
• Go to speedtest.net to check your current internet speed. Keep in mind that you need at least 3Mbps for streaming.
• Check your Wi-Fi connection and make sure it is turned on.
• You can also try resetting your connection by turning off your devices for 1 to 2 minutes and turning them back on.
• Move your devices closer to the modem.
• If this doesn’t work, perform an isolation test by disconnecting all devices from the phone sockets except for the modem and nbn™ connection box.

Network status issues

For connection problems, be sure to check your Network Status in case there is ongoing maintenance or network outage in your area. If there are no reported outages, try the troubleshooting steps mentioned above.

Addressing a service fault

In the event that a Dodo technical support staff raises a service fault, here’s what happens:

• The network will check things on their end and try to fix the problem remotely. This is possible in most cases unless the issue is more complex.
• In case there is a need for a technician, technical support will request a tentative schedule.
• Dodo’s faults team will investigate the case and work with third-party suppliers if necessary.
• Once the service fault is confirmed, you will receive an SMS update within 24 hours advising you of the technician’s appointment or the next steps to resolve the problem. Expect a call from the technician to discuss potential on-site risks.

Network coverage issues with Mobile Wireless Broadband

For Mobile Wireless Broadband subscribers, there are instances of coverage problems every once in a while. If you think you are having connection issues with your wireless broadband, visit Dodo’s Mobile network maps to check the signal quality in your location.

In case, your area has good signal quality, follow the network’s troubleshooting guide to fix the problem.

Connectivity problems with Mobile Wireless Broadband

If the SIM is in a table or mobile device:

• Check your device’s signal strength indicator. The signal strength will be indicated by the number of bars or “signal strength” symbols on your device. If you see fewer than three bars, move to an area with a stronger signal.
• Make sure that your Mobile Wireless SIM card is correctly placed in the device. This means that the SIM card is inserted correctly and that the gold contact area on the SIM card is facing down. More often than not, this will fix any connectivity issues.
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• Try using your Mobile Wireless SIM on a different device. If it works, the problem might be on your other device. In this case, you should try restarting or resetting your device. From there, check your device’s manual for further troubleshooting instructions.

If the SIM is used in a modem:

• Check your device’s signal strength indicator.
• Make sure your Mobile Wireless SIM card is correctly placed in the device.
• Bring your device closer to the modem when connecting via Wi-Fi.
• Keep the modem away from devices that can cause interference.

Slow network speeds with Mobile Wireless Broadband

If the SIM is used in a tablet or mobile device:

• Check your device’s signal strength indicator.
• Try using your Mobile Wireless SIM on a different device. If it works, the problem might be on your other device.

If the SIM is used in a modem:

• Check your modem’s signal strength indicator (if available).
• Bring your device closer to the modem when connecting via Wi-Fi.
• Keep the modem away from devices that can cause interference.

In some cases, connectivity issues are caused by signal interference. Aside from moving your device closer to the modem, make sure it is away from other devices or objects that may cause interference. These include:

• Concrete walls, metal fencing, and fish tanks
• Electric appliances (microwave ovens, cordless phones, and wireless doorbells, as well as Bluetooth devices)
• Your neighbour’s Wi-Fi network

If any of these problems persist despite repeated troubleshooting and assistance from technicians, it might be time to upgrade your Dodo internet plan or to consider switching to a new NBN service provider. Check out some of these NBN plans to find the best fit for your needs or call Compare Broadband at 1300 106 571 for immediate assistance.