Internet Troubleshooting Steps — With or Without NBN Issues

Internet Troubleshooting Steps — With or Without NBN Issues

🛰️ Step 1: Check NBN Network Status
​
Before doing anything else, check if there’s an outage in your area — it could save you time.

  1. Go to the NBN Network Status page.

  2. Enter your address to see if there’s a known fault, outage, or maintenance.
  3. Review the result:
    • 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.
    • 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.
  1. Test on multiple devices
    • Try connecting to the internet using another device (e.g., a phone, tablet, or laptop).
    • If only one device can’t connect, it’s likely the problem device.
    • If all devices can’t connect, skip ahead to Step 3 — it’s likely a network or router issue.
  2. If only one device is affected:
    • Turn Wi-Fi off and on again.
    • Forget the Wi-Fi network and reconnect by entering the password.
    • Restart the device completely and test again.
    • If possible, connect using mobile data or another Wi-Fi network to confirm if the device itself is fine.
  3. If using Ethernet (wired connection):
    • Try a different cable or port.
    • 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.
  1. Make sure your modem/router and NBN connection box (if you have one) are powered on.
  2. Check the lights:
    • Solid green/blue lights usually mean all good.
    • Flashing or red lights may mean the connection is down or syncing.
    • No lights = power issue (check the outlet and power cable).
  3. Note down which lights are flashing or off — this info helps tech support later.


🔌 Step 4: Reboot Your Equipment
  1. Power off your modem/router and NBN connection box.
  2. Wait 30 seconds.
  3. Turn on the NBN box first — wait for the lights to stabilise (2–3 minutes).
  4. Turn on your modem/router next and wait another 2 minutes.
  5. Re-test your connection on multiple devices.


🧱 Step 5: Check Cables and Connections
  1. Make sure all cables are firmly plugged in and undamaged.
  2. Plug your modem/router directly into a wall socket (avoid power boards).
  3. For FTTN or FTTB connections:
    • Confirm the phone line cable is connected to the correct wall socket.


🌐 Step 6: Test Without the Router (if possible)
​
If you’re using a separate router:
  1. Connect a computer directly to the NBN box with an Ethernet cable (if supported).
  2. Test the connection — if it works, the router might be the issue.


🧾 Step 7: Check Your Account and Run a Speed Test
  1. Log in to your internet provider account portal.
    • Check for billing issues or account suspensions.

  2. Run a test at Speedtest.net

    • If speeds are slow or there’s no connection, record the results for reference.


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