Broadband and VoIP Troubleshooting Guide

If your bOnline line is not working or is unstable, follow the steps below to help resolve the issue.

Step 1: Determine Your Device Type

Desk Phone / Router / Other Hardware: 

• Try power cycling or resetting the device.

Mobile Smartphone (bOnline App): 

• Reboot your device and make sure the app is installed and up to date.

Mobile Broadband Router (SIM inside router):

• Reinsert the SIM securely.
  
• If possible, test the SIM in a mobile phone:
• If mobile data works router may be faulty
• If mobile data does not work SIM or service issue
  
• Perform a factory reset (hold reset button for 40 seconds, wait 3 minutes, then power on).
• Place the router near a window and away from wiring or metal surfaces.

Step 2: Check Account Changes

1. Navigate to your mybOnline customer portal.
2. Check for a suspension notification or outstanding balance popup in the top right corner.
   • If it shows Suspended, resolve the issue listed in the suspension notice.
   • If it shows Active, continue to check connectivity by following the steps below.

For more information on suspension or outstanding balance, this might be helpful: 

• Why is My Account Suspended?

Broadband Troubleshooting Steps

1. Check Connections:

   • Ensure all cables (power, telephone, Ethernet) are securely connected to your router.

2. Master Socket:

   • Plug your router into the master socket. If you’re using standard sockets, ensure every phone socket has a microfilter.

3. Microfilters:

   • Double-check that microfilters are set up correctly. Avoid plugging two filters into each other.

4. Powercycle the Router:

   • Turn off your router and leave it off for 2 minutes before powering it back on.
   • For Fibre-to-the-Premises (FTTP), power down both the router and ONT box for 2 minutes, then power them back up.

5. Router Reset:

   • Press and hold the reset button on your router for 10 seconds to restore factory settings. Follow any instructions from your provider to set it up again.

6. Check Router Lights:

   • Look for the internet/broadband light. If it’s green but devices still can’t connect:
     • Disconnect your device from the Wi-Fi or router.
     • If using Wi-Fi, forget the network on your device and reconnect.

7. Test Wired Connection:

   • Connect your computer directly to the router using an Ethernet cable.
   • Run a speed test (www.speedtest.net) to check for performance issues.

8. Test Socket:

   • If you have a test socket, connect your router to it and run a speed test to rule out internal wiring problems.

9. FTTC Line Issues:

   • Remove any splitters or filters from the wall socket.
   • Plug an analog phone into the wall socket and check for line noise or a lack of dial tone (indicating a possible fault).

VoIP Troubleshooting steps:

For VoIP-specific issues, see:

• What if I’m not receiving calls or notifications?
• How to fix no dial tone or sound on VoIP lines.
  
  

Quick tips:

• Run a speed test to ensure sufficient internet speed.
• Reboot router and VoIP device.
• Perform a test call to check if the issue is resolved.

If the problem persists, follow the linked VoIP troubleshooting articles or contact bOnline Support.