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netXP ADSL faults guide
Occasionally, your ADSL may not be able to reconnect after getting disconnected. This can be caused generally by 2 faults on the netXP network or by failure of your equipment.
Fault 1: VPN Corruption
The TCP/IP traffic that passes from your modem through the Telstra's network to the netXP network does so via a Virtual Private Network (VPN). This VPN will occasionally be corrupt by equipment failure and maintenance.
To clear this fault in 90% of cases:
Pull your phoneline out of your modem. Your SYN/ADSL/WAN/SYNC light should blink.
If your light does not blink restart your modem.
Once you plug the phone line into your modem your sync light should go solid.
You should now be able to connect to the network.
If you cannot reconnect straight away please unplug your modem from the phoneline and
wait 30-45 Minutes and then reconnect your phoneline to your modem.
If you are unable to connect then your VPN may need to reset by Telstra.
Fault 2: ADSL Modem Failure
If during the process of attempting to clear a corrupt VPN, your sync light stays blinking, this indicates a fault in the modem at the exchange or your modem.
You need to contact netXP helpdesk so that we can notify network engineers to rectify the fault.
Is there anything else that can cause this fault?
Yes, check your line filters, adsl modem, lightning strikes, phone disconnections.
Please contact the helpdesk to identify your fault
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