Internet troubleshooting and outages

If your Wi-Fi is not working but you can access the internet when you connect to your modem with an ethernet cable (this is the cable you’d use to plug your PC, PlayStation or other consoles into your modem), it may be because your modem has Wi-Fi turned off.

You should find your Wi-Fi button on the top, front or side panel of your modem, depending on the model. You’ll know it’s turned on if the light is green.

If your Wi-Fi is turned on and you're still unable to connect, the issue may be the internet connection. See below for internet troubleshooting steps.

Most common internet connection issues can be solved by powering the modem off and on again.

Do not press the ‘Reset’ button. This will wipe your modem settings and you’ll need to complete the setup process again.

To power your modem off and on again:

1. Turn off the modem using the power button. It may be labelled Power, On/Off or have a power symbol.
2. Turn off the power at the wall switch and unplug the power cable for at least 30 seconds.
3. Plug the power cable in again and turn the modem back on using the power button.
4. Wait two to three minutes.
5. Try accessing the internet.

You may have access to an nbn box. This is the box that your modem connects to (not the modem itself).

To reset the nbn connection box:

1. Turn off the power at the wall switch and unplug the power cable.
2. While it’s unplugged, take the cover off the box and make sure the cables inside are pressed in fully.
3. Wait at least 30 seconds before plugging it back in and turning it on.
4. Wait two to three minutes before trying to access the internet.

You will not have access to an nbn connection box if you have Fibre to the node (FTTN) or Fibre to the building (FTTB).

Sometimes speed issues or drop-outs can be caused by other devices that are connected to your phone sockets, nbn connection box or modem. Here’s how to find out if another device is causing the issue:

1. Disconnect all equipment from phone sockets and your nbn connection box (if you have one). This includes any modems, phones, faxes, splitters and filters.
2. Leave them disconnected for 10 to 15 minutes.
3. Reconnect only your modem to your phone socket or nbn connection box, then power it on.
4. Connect your phone or computer to the modem with Wi-Fi or a cable.
5. After two to three minutes, try accessing the internet.

If the internet is working at normal speeds, the issue may be coming from another device. To find out which device is causing issues, plug them in one-by-one with your modem and retest your connection.

If you need to contact our team about slow speeds or drop-outs, one of the first things we need to know is the results of a speed test. If you can do a speed test with an ethernet cable, you should do this instead of a wireless speed test.

Speed tests with an ethernet cable

1. Use your ethernet cable to connect a laptop or computer to your modem.

2. Open a browser and go to SpeedTest.net.

3. If the results show a slow speed, contact us.

Wireless speed tests

1. Disconnect all other wireless devices from your modem, so only the device you’re using for the speed test is connected to Wi-Fi.

2. Position the device as close to the modem as possible.

3. Run three speed tests and take note of the average of the speeds.

4. If the results show a slow speed, contact us.