Is the nbn down?
How to check for nbn outages, what to try at home, and who to call when your nbn service stops working.
Quokka Net's nbn service
Our nbn service is running normally
We don't know of any outage affecting a building, estate or area for Quokka Net customers on the nbn. A fault with a single service, a local network outage or a problem at your place can still stop your internet, so check for nbn outages and try the steps below.
Checked 6:13 am Melbourne time. This is the status of our own service on the nbn, not the whole nbn network. It shows outages affecting many customers at once, like a whole building, estate or area, not a fault with a single service. See our status page
Check nbn co's outage information
nbn co's network status page checks your address for current and planned nbn outages, and lists major and significant local outages.
Go to the nbn network status page
If there's an outage in your area, there's nothing to fix at home. The network and your provider will be working on it.
No outage listed? Try these first
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Check your nbn connection box
FTTP, HFC, FTTC and fixed wireless homes have an nbn connection box, usually on a wall inside. FTTN and FTTB homes connect through the phone wall socket instead, so check your modem router. Lights that are off or red usually point to a problem with the box, its power or the connection to it. Restart or reset an nbn HFC connection box -
Check the cables
Make sure every cable between the wall, your nbn connection box and your router is firmly plugged in. If a fibre cable runs into your box, don't bend it sharply or pull it out. -
Restart in the right order
Turn off your router and your nbn connection box. Wait a minute, turn the nbn connection box back on, then turn the router on a couple of minutes later. -
Rule out your Wi-Fi
If you can, plug a computer straight into the router with a cable. If that works, the problem is your Wi-Fi rather than your nbn connection. See routers and modems that work on the nbn for the router settings the nbn needs.
Still down? Contact your provider
Internet faults on the nbn are raised by your internet provider, so they're who to call. They can check your service and raise a fault with the network if it's needed.
- With Quokka Net? Report a problem or call 1800 663 977. Tell us which lights are on and what you've tried.
- With another provider? Contact them: only your own provider can raise a fault for your service.
During a major outage we keep customers updated as our Outages Policy sets out.
nbn outage questions
How do I know if the nbn is down?
Check the network's own outage information. nbn co's network status page checks your address for current and planned nbn outages, and lists major and significant local outages. Quokka Net customers can also check our service status at the top of this page, which lists outages affecting a whole building, estate or area. Neither shows a fault with a single service, so if they don't list an outage, try the steps on this page, then contact your provider.
How long do nbn outages last?
It depends on the cause: a power or equipment problem can be quick to fix, while damage to the network can take longer. nbn co posts outage updates online, and your provider can tell you what's been said about your fault.
Who do I contact when my nbn service is down?
Your internet provider, not the nbn. Only your provider can raise a fault with the network. If you're with Quokka Net, report a problem online or call us on 1800 663 977.
Thinking about your nbn provider?
You can choose who you're with on the nbn. Our nbn plans are month-to-month, with no lock-in contract.
See nbn plans