Troubleshoot Browsing Issues

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 Wi-Fi.

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. Clear your browser cache, then try to go a website. Here are guides for popular browsers:
   - Mozilla Firefox Clear cache
   - Google Chrome Clear cache & cookies
   - Apple Safari Clear history, cache & cookies
   - Microsoft Edge Manage and clear cache

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:
   - Mozilla Firefox Refresh to default settings
   - Google Chrome Reset to default
   - Apple Safari Remove all website data
   - Microsoft Edge currently can't be reset, please use a different 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. 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 13 14 23 and we'll help you.