Dropouts or losing your connection can happen for a number of reasons. This guide will help you identify what may be causing a service disruption.
Please review all information provided here and in our other troubleshooting articles and attempt to troubleshoot before requesting support, as you may be able to resolve the issue yourself.
- Do NOT factory reset your router - this will remove your connection-specific configuration and render the router unable to connect again until it is correctly restored. If you have already done so, please refer to our Router Set Up FAQ for instructions on how to reconfigure it.
- Did you move your router? – only one of the wall ports in your unit will actively provide a connection, so if you have changed the wall port, please return the router to the initial port that was providing a connection previously.
- Do power cycle your router, by that we mean turn it off and on again. If you are a fixed wireless customer, you can also do this with your POE injector (the small box your router is connected to).
- WAN light is ON and blinking – this means there is a connection between the wall port and your router. Please ensure you are connected to the most appropriate Wi-Fi network, 5GHz if device is in close proximity, 2.4 GHz for greater distances.
For further detail on Wi-Fi frequencies please see our Wi-Fi FAQ.
If this does not resolve the issue, please access your router interface and re-enter your PPPoE/connection credentials. Please refer to our Router FAQ for configuration guidance.
- Your WAN light is OFF – this means there is no connection between the wall port and your router. If you are using the same port that was previously working, it is likely to be a fault with the cable, router or wall port. Please attempt the troubleshooting as detailed under the Intermittent Connection section below to identify the cause.
You can test your cable by making a loop - plug one end into the WAN/Internet port, and the other end into any LAN port on the back of your router. An illuminating WAN and LAN light on your router would confirm a functional cable.
If the WAN light still does not illuminate, this may indicate the wrong type of cable is in use, or the cable is faulty and will need replacing.
If you have a spare Ethernet cable you can also try replacing the current one – if your current cable is faulty, by replacing it you should then get a WAN light and the connection will be available.
To test if your wall port is providing an internet connection, please connect your device directly to the wall port. This means the Ethernet cable is removed from your router, and connected directly to your device's Ethernet port.
Note this may not be possible if your device does not have an Ethernet port.
- Turn off your Router
- Unplug the Ethernet cable from the WAN/Internet port on your router and plug it into your computer's Ethernet port
- Continue to below instructions, depending on your operating system:
You will need your PPPoE credentials. These can be found in your Customer Portal by selecting Broadband > Service Options > Router Configuration.
- Right click on the Internet/Wi-Fi icon on the bottom right of your screen and select 'Open Network & Internet settings' .
(This can also be reached by hitting the Windows key and typing 'Network and Internet' into the search bar if using Windows 8 or 10).
- Select 'Dial Up' from the list of options on the menu on the left-hand side.
- Select 'Connect to the Internet' on the first page.
- Select 'Broadband (PPPoE)' and enter your connection credentials.
- Click 'Connect'
- Click on the Apple Mac icon on the top left of your screen, and then on 'System Preferences'.
- Click on Network Select the '+' icon
- Change the interface to PPPoE and change the Service Name to 'Lightning Broadband'
- Select 'Lightning Broadband' in the panel on the left
- PPPoE Service Name = Lightning Broadband
- Enter your PPPoE username & PPPoE password
- Select 'Remember Password'
- Click 'Connect'
If by doing this your connection is available and remains stable, it is likely due to an issue with your cable or router – is your router configured correctly? Please see our Router Setup FAQIf after doing this there is no connection or it continues to drop out whilst connected directly, there may be an issue with the wall port. If you have a fixed wireless connection it could be due to the external equipment. Please contact Lightning broadband for assistance.
What support is available if I cannot identify the cause of my connection issues?
Please first follow the trouble shooting instructions above. This may well assist you in resolving your issue directly. If you are unable to resolve the issue yourself having completed all troubleshooting steps and require our assistance, there are a range of ways to request support:
Alternatively, you can call our Customer Support Team on 03 9089 0515.
Our Customer Support Team monitor the support system closely and are on hand to assess and resolve queries with efficiency. We troubleshoot with the goal of resolution and will escalate where required to ensure a solution is identified.