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Common Troubleshooting Steps for Internet Issues

If you're experiencing problems with your Elevate Internet service, such as slow speeds, frequent dropouts, or no connection, follow these common troubleshooting steps before contacting support. Often, these simple actions can resolve the issue quickly.

1. Reboot Your Modem (Power Cycle)

This is often the most effective first step.

  • Turn off your modem using its power button or by unplugging it from the wall outlet.

  • Wait 30 seconds. This allows the modem to fully clear its temporary memory.

  • Turn the modem back on. Plug it back in or press the power button.

  • Wait a few minutes (up to 5) for the modem to fully restart and reconnect to the network. Its status lights should stabilize (usually showing solid green for Power, DSL/WAN, and Internet).

  • Important: Do not press the 'Reset' button (often recessed) unless instructed by support, as this restores factory settings and erases your configuration.

2. Check Cables and Connections

Loose or damaged cables are a common cause of problems.

  • Secure Connections: Ensure all cables are firmly plugged into the correct ports on your modem, NBN equipment (if applicable), phone sockets, and power outlets.

  • Inspect Cables: Check cables for any visible damage like kinks, cuts, or frayed ends. Replace any damaged cables.

  • Correct Ports: Verify cables are in the right ports (e.g., DSL cable in DSL port for FTTN/B, Ethernet cable from NBN NTD to WAN port for FTTP/HFC/FTTC/Fixed Wireless).

3. Verify Service Status (Check for Outages)

Sometimes the issue might be outside your home.

  • Elevate Outages: Check the Elevate Internet website for any announced network outages or maintenance in your area. 

  • NBN Outages: If you have an NBN service, you can also check the official NBN Network Status page by entering your address.

  • Contact Support: If unsure, call us at 1300 159 250 to check for local issues.

4. Test Your Connection Speed

If your internet is slow, a speed test provides valuable data.

  • Use a Reliable Tester: Go to Speedtest.net by Ookla.

  • Connect Directly: For the most accurate result, connect a computer directly to your modem using an Ethernet cable. Wi-Fi speeds can be affected by many factors.

  • Use 5GHz Wi-Fi (If Wired Isn't Possible): If using Wi-Fi, connect to your modem's 5GHz network (if available) and ensure you are close to the modem. [Optional Link: See our guide on 2.4GHz vs 5GHz Wi-Fi]

  • Run the Test: Click the 'GO' button.

  • Record Result ID: After the test completes, note the Result ID (usually shown when you share or look at the result details). This is very helpful if you need to contact support.

5. Optimize Wi-Fi Performance (If Applicable)

If your speed test results are good when wired but poor on Wi-Fi, try these steps:

  • Check Connection: Ensure your device is connected to your Wi-Fi network and not a neighbour's. Double-check the password.

  • Switch to 5GHz: The 5GHz band generally offers faster speeds and less interference than 2.4GHz, but has a shorter range. Try connecting to it if you're relatively close to the modem.

  • Reduce Interference: Move your modem away from potential sources of interference like microwave ovens, cordless phones, Bluetooth devices, and thick walls.

  • Position Your Modem: Place the modem in a central, open, and elevated location in your home. Avoid putting it inside cabinets or on the floor.

  • Change Wi-Fi Channel (Advanced): Login to your modem's admin interface (e.g., http://192.168.1.1) and navigate to the Wi-Fi settings. Try selecting a different channel (e.g., 1, 6, or 11 for 2.4GHz) to avoid congestion from neighbouring networks.

6. Check for Network Congestion (In Your Home)

Too many devices or demanding applications can slow down your connection for everyone.

  • Disconnect Unused Devices: Temporarily disconnect devices from Wi-Fi or Ethernet that aren't currently needed.

  • Limit High-Bandwidth Activities: Pause large downloads, streaming in 4K, or online gaming on multiple devices, especially during peak hours (typically 7 PM - 11 PM), to see if performance improves.

7. Update Modem Firmware (Advanced)

Outdated firmware can sometimes cause performance issues.

  • Check for Updates: Log in to your modem's admin interface and look for a 'Firmware Update,' 'Software Update,' or 'Maintenance' section. Follow the instructions if an update is available. Caution: Do not interrupt the update process.

8. Contact Customer Support

If you have tried all the relevant steps above and are still experiencing issues, please contact us for further assistance.

Contact Information:

When contacting us, please provide:

  • Your Account Number or Name/Address.

  • A clear description of the issue.

  • The steps you have already taken.

  • Your Speedtest.net Result ID (if the issue is slow speed).

Our team is here to help you resolve your internet connection issues.