Internet down? Work through these steps in order. Most problems are fixed by the first three, and if they aren’t, you’ll have what we need to sort it out quickly.

1. Check for an outage

If your network has an outage or planned maintenance in your area, there’s nothing to fix at home: your service will come back when the network is repaired. Check the outage page for your network:

The dot beside each network is our service status on it: a green tick for no known problems, an orange ! for an issue or maintenance, a red cross for an outage, and a grey dash if we couldn’t check just now. It only shows wider outages, so open your network’s outage page too, for outages in your area.

Not sure which network you’re on? It’s in your activation email, or call us and we’ll check.

2. Restart your router and connection box

Restarting clears most temporary problems.

  1. Turn off your router and your connection box (the box your network installed) at the power point.
  2. Wait a minute.
  3. Turn the connection box back on first, and give it two or three minutes to start up.
  4. Turn your router back on, and give it another few minutes to connect.

Use the power button or power point. Don’t press the Reset button: that erases your router’s settings, and you’d have to set it up again.

If you’re on nbn FTTN or FTTB, there’s no connection box: just restart your modem router.

3. Check the lights

Your connection box and router each have lights that show where the problem is.

  • On the connection box: lights that are off or red usually mean a problem with the box, its power or the line to it. Check it’s plugged into power, and that no cables have come loose.
  • On your router: the internet, WAN or DSL light shows whether it’s connected to the network. If it’s off, check the cable between the router and the connection box (or the phone socket) is firmly plugged in at both ends.

What the lights on your box mean depends on its make and model:

4. Is it the internet, or the Wi-Fi?

If your router’s internet light is on but one device can’t get online, the problem is probably Wi-Fi or that device.

  • Try another device, like a phone on Wi-Fi.
  • If you can, plug a computer into the router with an Ethernet cable. If it works with a cable but not over Wi-Fi, see improving Wi-Fi coverage.

5. Just connected?

If your service was only connected today, your router may need setting up. See connection day: what to expect.

Still not working?

Report a problem or call us on 1800 663 977. It helps if you can tell us:

  • which lights are on, and their colours, on your connection box and router
  • that you’ve restarted both
  • whether a device plugged in with a cable works

We’ll test your service from our end and, if the fault is in the network, raise it with your network for you.