1. Check Your Modem Status
Front Panel Lights
Review your modem’s front panel lights to understand its current status. Here’s what the light colours mean:
Light Colour | What It Means |
No Light | Powered off. |
Green | Fixed network online. |
Blue | Mobile network online (backup mode). |
White | Powered on, booting up. |
White Flashing | Firmware upgrade in progress. |
Orange | Trying to connect (fixed connection lost, switching to mobile). |
Red | Both fixed and mobile connections failed. |
Colour Cycle | Factory reset in progress. |
If the front light is red, orange, or cycling through colours, proceed with further checks below.
2. Reboot Your Modem
Sometimes, a simple reboot can resolve connectivity issues.
Turn off the modem and unplug it from the power source.
Wait for 2 minutes.
Plug it back in and power it on.
Wait for the lights to stabilise (green for fixed network or blue for mobile backup).
3. Inspect the Physical Connections
Ensure all cables are securely connected to the correct ports:
DSL Port: For ADSL/VDSL connections, confirm the grey DSL cable is securely connected.
WAN Port: For fibre or HFC connections, ensure the red WAN port is connected to the entry modem.
Power Cable: Confirm the power adapter is properly plugged in.
4. Run a Speed Test
To confirm if your internet is working but slower than expected, test your connection speed:
Visit Speed Test on a connected device.
Compare the results with your subscribed plan.
If the speeds are significantly lower, try moving closer to the modem or disconnecting other devices.
5. Identify SIM or Backup Network Issues
If your modem is in mobile backup mode (blue light):
Ensure the modem is in a location with good mobile signal strength.
Check the Mobile Signal Lights:
Green: Strong signal.
Orange: Moderate signal.
Red: Weak signal – try moving the modem to a better location.
If the SIM is faulty, lost, or deactivated, contact Pickle Support for assistance.
6. Reset Your Modem
If rebooting doesn’t resolve the issue, perform a reset:
Use a paperclip to press the Reset button on the back of the modem.
Hold for 10–15 seconds until the lights turn off and back on.
Wait for the lights to stabilise and check the connection again.
Important: Resetting the modem will restore it to factory settings, erasing custom Wi-Fi passwords or configurations.
7. Check for Outages
Sometimes, the issue may be due to an outage in your area:
Visit NBN Outage Status or contact Pickle Support for updates.
If an outage is identified:
Use your modem’s mobile backup to stay connected.
If backup is unavailable, request additional mobile data from Pickle Support.
8. Faulty Modems
If you suspect your modem is faulty:
Do not return it to the store.
Contact Pickle Technical Support at 1300688588 to investigate the issue.
If confirmed faulty, a replacement will be arranged.
When to Contact Support
Persistent connectivity issues after troubleshooting.
Faulty modem or SIM.
Identified outage requiring further assistance.
Reach out to Pickle Support for personalised help, or visit our Help Centre for more troubleshooting guides.
We’re here to ensure your internet stays fast, reliable, and hassle-free!