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What do I do if my NBN stops working?
If your broadband isn’t working, it might be because of an unexpected network outage in your area, or it might be disruption due to maintenance. Here's what you can do to troubleshoot your internet, phones and email problems!
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Check for outages

If your NBN isn’t working, it may be because of an unexpected network outage in your area, or it might be disruption due to maintenance.

Check if there’s an outage in your area via our Status page.


Check your modem:

  • Is your modem power light on?
  • Make sure your modem is plugged into a powerpoint that’s switched on, and that the modem’s power button (if it has one) is on
  • Check your modem’s power cables are inserted correctly

Check your Ethernet cable if you're using one:

  • Check your Ethernet cable is securely plugged into the yellow LAN port on your modem, and the Ethernet port on your computer or device.
  • Does your cable have any breaks, exposed wires or damage? If so, you need to replace it.
  • If you checked these and you still can’t connect, restart your device, and try connecting again.
  • If that doesn’t work, turn the device off completely for a few minutes, then turn it back on and try connecting

Is more than one device slow?

  • If multiple devices are slow or intermittent, turn them all off. Then turn them back on one at a time: connect each one to the network and watch to see which one(s) slow down the connection.
  • If the connection problem only happens after you connect a specific device, then it’s probably that device - not your broadband connection.

Have you tried turning it on and off again?

  • Remove the power cable from your modem for 10 seconds, then plug it back in.
  • Wait 1-2 minutes for the modem to settle and go ‘green’, now check to see if your devices are connecting. This is a ‘reboot’ and can often solve connection problems.

What do the lights on my modem mean?

  • A solid green light usually means you’re connected to the internet.
  • blinking green light usually means that data is being transmitted through the connection, so if the Wi-Fi light is blinking green, it means a device is already ‘talking’ to your modem.
  • A red light usually means it can’t connect to the network. Try rebooting your Modem.
  • red online light can mean the modem can’t authenticate username and password.
  • A blue light usually means services are attempting to connect to the network. Allow up to 10 minutes for services to connect.

Still can't connect?

Click the relevant link below for further information and instructions about your connection type.

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