Tips if you're having trouble getting online

Tips if you're having trouble getting online

If you are having internet connection issues, please follow these simple steps to try and get back online.
Due to Cyclone Seroja we are expecting a high amount of calls and longer than normal wait times during the next few days as power returns and people require assistance getting back online.

Step 1: Check the Power

Make sure all of your equipment is powered up. Check for lights on your WiFi router and Fixed Wireless/nNBN equipment.
Try a known good power outlet for all of your internet equipment (including any Fixed Wireless or NBN gear).
If your equipment is plugged into any powerboards/double adapters, try replacing these as they quite often get damaged in power-related events.

Step 2: Check your Device

If you have NBN Fibre to the Premise, check the OPTICAL indicator on your nbn NTD.
If GREEN, your service should be working as intended.
If RED this indicates that there may be an issue with the fibre optic leading into your premise.
Please contact our support line (1300 166 331, Option 2) as soon as possible to arrange an nbn appointment.

Step 3: Check your Settings

Check your router has kept its settings. Follow your routers user manual to check your account settings are still configured.
For assistance with further troubleshooting please call 1300 166 331 and select Option 2 for Support.


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