Fix my connection

What's happening?

First, is there an outage in your area?

Start typing your address. We only use it to find your network area — it isn't stored.

Look at your modem / router

Is the power light on?

Let's get power back

1. Check the power cable is pushed in firmly at both ends.
2. Make sure the power point is switched on.
3. Try a different power point (not a power board).

Restart your equipment

1. Turn off your modem/router and your nbn box (if you have one) at the wall.
2. Wait 30 seconds.

Give it 5 minutes to reconnect

Flashing lights are normal while it starts up. Leave everything plugged in.

Let's narrow down slow speeds

1. Test on a device close to the modem (or plugged in with a cable).
2. Pause big downloads, game updates and streaming on other devices.
3. Run a speed test: speedtest.net

Let's sort out the Wi-Fi

1. Move closer to the modem — walls, floors and appliances weaken Wi-Fi.
2. On the device: turn Wi-Fi off and on, or "forget" the network and join again.
3. Check whether other devices work in the same spot.

Is your internet working now?

Great — you're back online 🎉

If it happens again, this page is always here. Did we help? A quick review means a lot.

Let us take it from here

We'll log a support request with everything you've tried, so you won't need to repeat it.

Thanks — we're on it

Your support request has been logged. Our Australian team will be in touch.