🛰️ Step 1: Check NBN Network Status
Before doing anything else, check if there’s an outage in your area — it could save you time.
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Enter your address to see if there’s a known fault, outage, or maintenance.
Review the result:
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If an outage is listed: The issue is on the NBN network side. Note the estimated restoration time, and you can stop troubleshooting for now.
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If no outage is reported: Continue to Step 2 — the issue may be local.
💻 Step 2: Isolate the Issue With the Device
Now we’ll figure out whether it’s a device issue, a Wi-Fi problem, or a network fault.
Test on multiple devices
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Try connecting to the internet using another device (e.g., a phone, tablet, or laptop).
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If only one device can’t connect, it’s likely the problem device.
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If all devices can’t connect, skip ahead to Step 3 — it’s likely a network or router issue.
If only one device is affected:
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Turn Wi-Fi off and on again.
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Forget the Wi-Fi network and reconnect by entering the password.
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Restart the device completely and test again.
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If possible, connect using mobile data or another Wi-Fi network to confirm if the device itself is fine.
If using Ethernet (wired connection):
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Try a different cable or port.
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If your device connects fine via Wi-Fi but not Ethernet, the cable or port could be faulty.
📶 Step 3: Check Modem/Router and NBN Box Lights
Now let’s look at the network equipment.
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Make sure your modem/router and NBN connection box (if you have one) are powered on.
Check the lights:
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Solid green/blue lights usually mean all good.
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Flashing or red lights may mean the connection is down or syncing.
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No lights = power issue (check the outlet and power cable).
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Note down which lights are flashing or off — this info helps tech support later.
🔌 Step 4: Reboot Your Equipment
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Power off your modem/router and NBN connection box.
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Wait 30 seconds.
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Turn on the NBN box first — wait for the lights to stabilise (2–3 minutes).
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Turn on your modem/router next and wait another 2 minutes.
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Re-test your connection on multiple devices.
🧱 Step 5: Check Cables and Connections
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Make sure all cables are firmly plugged in and undamaged.
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Plug your modem/router directly into a wall socket (avoid power boards).
For FTTN or FTTB connections:
🌐 Step 6: Test Without the Router (if possible)
If you’re using a separate router:
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Connect a computer directly to the NBN box with an Ethernet cable (if supported).
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Test the connection — if it works, the router might be the issue.
🧾 Step 7: Check Your Account and Run a Speed Test
Log in to your internet provider account portal.
Run a test at Speedtest.net
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