Are websites not loading properly? If your modem seems to be online but you’re having trouble browsing the web, these steps will help identify the issue.

1. If the problem with all websites, or just one? If you can’t browse to a single website but others work fine, switch to Troubleshoot a single website.

2. Make sure the device you’re using is connected to your modem by Ethernet cable or WiFi.

3. Check your modem’s barcode sticker for a default gateway address, e.g. “http://192.168.1.1“. Some modems have vanity addresses that include the manufacturer’s name, like “http://tplinkmodem.net“.

   Can’t find the default gateway address? Try this guide for Windows or Mac computers.

   

4. Enter your modem’s default gateway address in your web browser and see if a login screen comes up. If you see a login screen, this means your device is definitely connected to your modem.

   Can’t browse to your modem’s default gateway? Switch to No Communication Between Modem and Device.

5. Follow this guide to clear your browser cache, then try to go to a website.

6. Run a scan on your antivirus/anti-malware software.If any infections are detected, make sure they are quarantined and removed. Contact your software’s Customer Support if you need help.
7. Does your antivirus/anti-malware software use a firewall? Temporarily disable the firewall and try to go to a website.Contact your software’s Customer Support if you need help to disable a firewall, or changing your firewall settings to allow web browsing.

8. Follow this guide to ping the address “google.com”.

   If the ping test worked, try resetting your browser.

9. Couldn’t ping “google.com”? Try pinging “203.12.160.35” instead.

   If you can ping “203.12.160.35”, your device probably has the wrong DNS server in its connection settings. Try manually setting your DNS server.

10. Can’t ping “203.12.160.35”? There may be an issue with the TCP/IP settings in your computer. Try resetting your TCP/IP settings.

11. Still can’t view websites? Call us on 1300 030 692 and we’ll help you.