What to do if my NBN stops working

If your NBN stops working, here’s a quick guide to fix it:

Check for outages: Visit the NBN Co website or your ISP’s status page for updates on network issues.
Restart your equipment: Power cycle your NBN box, router, and devices.
Inspect cables and lights: Ensure all cables are secure and check the indicator lights on your NBN box for faults.
Isolate the problem: Test with a single device and run speed tests using both Wi-Fi and direct Ethernet connections.
Contact your ISP: Gather details like error messages, light patterns, and speed test results before reaching out.
Use temporary solutions: Rely on mobile data, public Wi-Fi, or 4G/5G backup while waiting for repairs.

Start with these steps and escalate to your ISP or the Telecommunications Industry Ombudsman (TIO) if unresolved. For more details, keep reading.

What do to if your NBN isn’t working

1: Check for Network Outages

Before troubleshooting your equipment, it’s a good idea to find out if a larger network outage is causing the problem.

Use the NBN Co Outage Checker

NBN Co

The NBN Co website offers a real-time outage checker. Here’s how to use it:

Go to www.nbnco.com.au
Click on the "Network Status" section
Enter your address or postcode
Check for any current outages and their estimated resolution times

This tool provides up-to-date information on network issues.

Check Your Provider’s Status Page

Most Australian ISPs have their own network status pages. These pages often include more in-depth details, such as scheduled maintenance or updates specific to your area.

Try Third-Party Outage Tools

Websites like DownDetector can give additional insights. These tools rely on user reports to highlight outage locations, trends, and even early warnings.

You can also confirm outages by looking for red lights on your NBN box or noticing high call volumes to your ISP’s support line.

If no outages are reported, it’s time to turn your attention to your equipment. Follow the next steps to troubleshoot.

2: Troubleshoot Your NBN Equipment

If there are no network outages, the next step is to check your NBN equipment. These steps can help pinpoint and fix connection problems.

Restart Your Devices

Follow this sequence to restart your devices:

Turn off all connected devices → router → NBN box.
Wait for about 3 minutes.
Turn them back on in this order: NBN box → router → connected devices.

Inspect Cables and Connections

Loose or poorly placed cables are a common cause of NBN issues. Here’s what to look for:

Cable Placement: Keep network cables away from power cords to avoid interference.
Connection Points: Ensure all cables are firmly connected:
- Power cable: Securely plugged into the NBN box.
- UNI-D port: Make sure you’re using UNI-D 1.
- Ethernet cables: Check that the clips are fully engaged.

Check the Indicator Lights

The lights on your NBN connection box can tell you what’s happening:

Normal Operation: All lights (power, status, outdoor unit) should be green.
Startup: A blinking blue light means the device is starting up – this can take 15-20 minutes.
Issues:
- Solid or blinking red: This might indicate a line fault.
- No lights: Could signal a power issue or a significant fault.

If everything seems fine but the problem continues, the next step is to isolate your connection. Stay tuned for the instructions in the following section.

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3: Isolate and Test Your Connection

If your equipment seems fine, the next step is to isolate your connection. This helps pinpoint whether local network issues are causing the problem.

Test with a Single Device

Disconnect all devices except one that you’ve already tested. This helps rule out interference from other devices. Keep these points in mind:

Stick to the device you used during earlier troubleshooting.
Test both Wi-Fi and Ethernet connections.
Close any unnecessary programs or apps that could interfere.

Perform a Speed Test

Use tools like Speedtest.net or your ISP’s official speed test to check your connection’s performance. Compare the results to your plan’s promised speeds (refer back to Step 2 for this).

For accurate results:

Run tests at different times during the day.
Write down your results for reference.
Pay attention to any error messages that appear.

Directly Connect to the Modem

To get the clearest picture of your connection, bypass your router by connecting your device straight to the NBN connection box with an Ethernet cable. This shows your actual NBN speeds without interference from a router.

Here’s how to do it:

Unplug your router.
Use an Ethernet cable to connect your computer to the NBN box’s UNI-D port.
Run multiple speed tests.
Compare these results with your Wi-Fi speeds.

If speeds are fine when directly connected, your router or Wi-Fi setup might be the issue. This information will be crucial when contacting your ISP for further help.

4: Contact Your Internet Service Provider

If your tests show no issues within your home setup, it’s time to reach out to your Internet Service Provider (ISP). Make sure you’re ready with all the relevant details to help them address the problem quickly.

Gather Key Information

Here’s what you need to document before contacting your ISP:

Exact timing: Note when the issue started and any recurring patterns.
Error messages: Record any specific messages from your NBN box or modem.
Light patterns: Describe the color and behavior of the indicator lights.
Speed test results: Save screenshots from the tests you conducted earlier.
Troubleshooting steps: List the actions you’ve already taken to resolve the issue.

"ISP technicians recommend providing specific details like error codes and light patterns to accelerate diagnostics."

Additionally, have the following details on hand:

Account Number: Found on your monthly bill or online account.
NBN Connection Type: Whether it’s FTTP, FTTN, or HFC (check your service agreement).
Connection Box ID: Located on the top of the NBN box near the NBN logo.
Modem Model: Usually on a label on the modem itself.
Service Address: The address where the connection is installed.

Escalate If Necessary

If your issue isn’t resolved within 48 hours, take these steps to escalate the matter:

Request specialist support: Provide any case numbers assigned to your issue.
Follow up: Check back within five business days to ensure progress.
Contact the Telecommunications Industry Ombudsman (TIO): If the issue persists after 14 days, reach out to the TIO. Be prepared with:
- Your ISP’s name and your account number.
- A detailed timeline of events.
- Reference numbers from previous communications.
- Evidence showing your attempts to resolve the issue.
- An explanation of how the outage has impacted you (e.g., work, online classes).

5: Consider Temporary Internet Alternatives

If your internet is still down after troubleshooting, there are ways to stay connected while waiting for NBN restoration. Once you’ve reached out to your ISP (Step 4), these options can help bridge the gap.

Use Mobile Data

Your smartphone can act as a quick backup for internet access. Most smartphones allow you to create a Wi-Fi hotspot, sharing your mobile data with other devices. To make the most of your data:

Lower video quality on streaming platforms.
Turn off automatic updates and cloud backups.
Track your data usage in your phone’s settings.
Check if your provider offers temporary data add-ons.

Find Public Wi-Fi

Free Wi-Fi is available in many public spaces, such as:

Libraries: Reliable connections during opening hours.
Shopping centers: Often available for extended hours, though speeds may vary.
Cafes: Usually require a purchase but can offer a decent connection.

When using public Wi-Fi, stick to basic security measures and avoid logging into accounts or accessing sensitive information.

Look Into 4G/5G Backup Options

Some modems come with built-in 4G/5G backup that kicks in during outages. For more critical internet needs, you can:

Opt for a mobile broadband plan.
Use routers that support automatic network switching.

For a stronger setup, you might explore:

Dedicated 4G/5G home wireless broadband.
Routers with dual connectivity for seamless switching.

These options can keep you online and productive while waiting for your NBN service to get back on track.

Conclusion: Key Takeaways for Resolving NBN Issues

Troubleshooting Steps Recap

If your NBN connection goes down, follow these steps: check for outages (see Section 1), restart your equipment (Section 2), test your connections (Section 3), and reach out to your provider if needed (Section 4). Regularly maintaining your equipment can help sidestep many common issues.

Tips to Avoid Future Problems

Once your connection is restored, take these steps to reduce the chance of future disruptions:

Take Care of Your Equipment:

Place your NBN equipment in a cool, dry spot.
Use surge protectors to guard against power surges.
Keep your modem and router firmware up to date.

Monitor Your Service: To ensure consistent internet access, consider having a 4G/5G backup in place, as discussed in Section 5.

If problems persist, refer back to Section 4 for advice on escalating the issue with your provider.