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No Communication Between Modem and Computer

This article will show you how to troubleshoot a lack of communication between your modem and your computer/WiFi device.

Select one of the links below to jump to a query:

  • You can't get online/browse to websites, and you can't browse to the modem's default gateway.

 

  1. Turn off both your modem and your computer or WiFi device. Turn your modem back on and allow it to reboot completely before turning on your computer/device again.
     
  2. Once it has rebooted. make sure your computer/device is connected to your modem via Ethernet cable or WiFi.
     
  3. Try to browse to your modem’s default gateway. If this fails, proceed to the next step.
     
  4. To rule out any WiFi network issues, connect your computer to your modem using an Ethernet cable. If it already connected via Ethernet, try using a different cable if possible, especially if the first cable is old or showing signs of wear and tear.
     
  5. If you're using a WiFi device that doesn't have an Ethernet port, try reconnecting to the WiFi. Important: WiFi devices connected via WPS or Guest WiFi (an optional feature in some modems such as the TG-1) are not able to access the modem's default gateway. You must connect using the WiFi password in order to have access to the modem settings.

    If the issue persists, see if a different WiFi device can browse to your modem's the default gateway. If the other device also can't access the default gateway, you may need to troubleshoot your WiFi.

    If another WiFi device can browse to the gateway, then proceed to the next step.
     

  6. If your computer is running Windows, perform a Winsock reset and then try to browse to your modem’s default gateway. If this fails, proceed to the next step.
     
  7. Factory reset your modem. If you’re not sure how to do this, please see instructions for iiNet modems or if you purchased your modem elsewhere, check the manufacturer's website for support information.
     
  8. Once you've reset your modem, allow it to reboot and then set it up again. If you're not sure how to do this, please see Quick Setup guides for iiNet modems or if you purchased your modem elsewhere, check the manufacturer's website for support information.
     
  9. Try to browse to your modem’s default gateway. If this fails, proceed to the next step.
     
  10. Try to browse to your modem’s default gateway on a different computer or WiFi device connected to the modem. If another device can communicate with your modem but the original computer/device can’t, there may be a fault with that device.
     
  11. If both devices can't communicate with your modem, there may be a fault with your modem. If you want to be certain about this, set up a different modem at your house and attempt to get online – if the different modem works, you should replace your old modem.

 

If a device seems to work fine but it can’t get online, the fault is most likely with the network adapter it uses to connect to the internet via Ethernet and/or WiFi.

 

If your device is still under warranty, you may be able to claim a replacement from the shop or manufacturer. Computers or laptops can most likely get a replacement network adapter installed at your local computer store.