Before contacting us, these checks resolve many outages:
- Check our Service status page for any known incidents or maintenance in your area.
- Make sure the modem and any nbn® connection box are powered on.
- Restart the modem: switch off, wait 30 seconds, switch on, and allow 10 minutes.
- Check all cables, especially the one between the modem and the connection point.
- Try another device to rule out a device-specific problem.
If it is still not working, submit a support request with the lights showing on your modem and connection box. That helps us diagnose the issue faster.