No Internet Connection? Start Here
Lost your internet connection? Don’t worry – most issues can be fixed quickly with these simple steps.
Quick Fix: Before anything else, try power cycling your modem – this fixes about 80% of connection issues!
Step 1: Check for Network Outages
Before troubleshooting your equipment, check if there’s an outage in your area:
Check NBN Network Status
Most outages are caused by NBN infrastructure. Check their official status page:
Check Downdetector
See real-time reports from other users in your area:
If there’s an outage: Unfortunately, you’ll need to wait for NBN to resolve it. Most outages are fixed within a few hours. We’ll be notified automatically and can provide updates if you contact us.
Step 2: Power Cycle Your Modem (The Magic Fix)
Power cycling (turning off and on again) fixes the majority of internet issues. Here’s how to do it properly:
1
Unplug the power from your modem/router (not just turn it off – physically unplug it)
2
Wait 30 seconds (this allows the modem to fully discharge and clear any errors)
3
Plug it back in and wait 2-3 minutes for it to fully reconnect to the network
View our detailed Power Cycle Guide for step-by-step instructions with images.
Step 3: Check Your Cables
Loose or damaged cables are a common cause of connection issues. Check:
- Power cable – Firmly connected to both modem and power outlet
- Ethernet cable (if using wired connection) – Click it in until you hear a snap
- NBN connection cable:
- FTTP: Fibre cable to NBN connection box
- HFC: Coaxial cable (round with pin in centre)
- FTTN/FTTC/FTTB: Phone cable to wall socket
Tip: Try unplugging and firmly re-plugging each cable, even if it looks connected.
Step 4: Check Your Modem Lights
Your modem’s lights tell you what’s happening. Here’s what to look for:
| Light | What It Should Be | If It’s Off/Red |
|---|---|---|
| Power | Solid (on) | Check power connection |
| Internet/WAN | Solid green/blue | No internet – try power cycle |
| DSL/Line (FTTN/FTTC) | Solid | Line sync issue – contact support |
| WiFi | Solid or flashing | WiFi disabled – check settings |
Flashing lights usually mean the modem is trying to connect. Wait 2-3 minutes after power cycling before checking.
Step 5: Check if the Problem is WiFi or Internet
It’s important to know if the issue is your WiFi or your actual internet connection:
Test with a Cable
If possible, connect a computer directly to your modem using an ethernet cable. If the internet works with a cable but not WiFi, the issue is your WiFi, not your internet connection.
Test Another Device
Try connecting a different device (phone, tablet, another computer). If one device works but another doesn’t, the problem is with that specific device, not your internet.
Step 6: Check Your NBN Equipment
If you have an NBN Connection Box (FTTP) or NBN Connection Device (HFC), check it’s powered on and showing normal lights.
FTTP (Fibre to the Premises)
Your NBN Connection Box should have:
- Power light: Solid green
- Optical light: Solid green (means fibre is connected)
- UNI-D light: Solid or flashing green when modem is connected
If the optical light is off or red, there may be a fibre fault – contact support.
HFC (Hybrid Fibre Coaxial)
Your NBN Connection Device (NCD) should have:
- Power light: Solid
- DS (Downstream) light: Solid
- US (Upstream) light: Solid
- Online light: Solid
Try power cycling the NCD as well as your modem (unplug both, wait 30 seconds, plug NCD in first, wait for it to fully boot, then plug in modem).
Still No Connection?
If you’ve tried all the above steps and still have no internet, it’s time to contact us. When you do, please have ready:
- Your account details or service address
- Description of the modem lights
- What troubleshooting steps you’ve tried
- When the issue started