Did the Internet Go Down Again

What to do if there is an nbn™ outage

Even though nbn offers faster and more reliable internet connections than ADSL, outages that prevent you from connecting to the Internet can still occur. But not being able to connect to the internet does not ever mean there is a nbn outage.

In this guide nosotros will accept you through the steps you need to take before contacting your service provider, unless you lot have a ability outage affecting your home or area. Most nbn technology does non piece of work during a ability outage, and fifty-fifty nbn devices that have battery redundancy just piece of work for upwardly to five hours without ability.

Cheque the network status

Before you practise anything else, use your smartphone or mobile connection to check your service provider's Network Status page. This will show whatsoever known nbn outages in your area, along with details of the outage and when information technology is expected to exist resolved. Problems with the nbn are listed equally outages or deposition, with an outage resulting in no internet connection for an extended period, while degradation significant your internet connexion might be intermittent or slower than normal. Both outages and network degradation can be caused by faulty nbn infrastructure or maintenance piece of work being carried out.

Some outages are planned, and your service provider's Network Status page might include these, helping you fix in advance for upcoming outages.

If your service provider's Network Status page shows your area every bit existence affected by an outage or degradation, there is cypher you tin can do until they have resolved the upshot. If there is no known outage for your expanse, work through the next steps before contacting tech support.

Check your router or modem

If checking the Network Status folio shows that at that place are no known outages in your area, your next step will be to check your router or modem, and the nbn connection box if you take one. Not all nbn technology requires a connection box.

Although modems differ slightly, look for the Power, WAN/ADSL/Sync, Internet, and WLAN lights on the front of the modem. These iv lights should all be on. If you take an nbn connection box, at that place would too exist four lights on the device, and all of them should exist on.

If any of the lights are not on, first refer to your service provider'due south nbn™ ready instructions to confirm you have connected all the cables to the device correctly.

Restart your router or modem

You've now confirmed that all the cables are connected correctly to your modem or router and nbn connexion box, but you still don't have an internet connection. But earlier you call tech support, there's nonetheless one simple but of import stride to take:

ane.  Plow your modem or router off. If you also have a nbn connexion box, plough this off too.
ii.  Wait 30 seconds, then turn them on again.
3.  Await until all the lights on both devices are lit upwardly. This could take up to x minutes for modems and routers, and up to 20 minutes for the nbn connection box.
iv.  Once all the relevant lights are on and stable, try connecting to the net again.

If this does not resolve your issue, you would at present demand to contact your service provider'south tech support department, unless yous have any electronic devices that are plugged straight into your router or modem.

Run a device isolation exam

This step is only necessary if yous have any electronic devices plugged directly into your router or modem. These could include:

• Telephone handsets and/or extension leads
• Fax machines and answering machines
• Splitters or filters
• A Dorsum to Base of operations alarm (just if you tin can do this safely)
• Smart TVs
• Set-tiptop Telly boxes, such as a Foxtel or Fetch Goggle box device

If any of these devices are faulty, they could interfere with your cyberspace connection.

Begin by unplugging each of these devices from the router or modem. Exit the ability cable plugged in, along with the cable that connects direct to the nbn wall socket or connection box.

Next, turn the modem or router off (and the nbn connection box if you lot have one) and await 30 seconds before turning it back on. Wait 10 to 20 minutes for the Power, WAN/ADSL/Sync, Internet, and WLAN lights on your router or modem to plough on, and the 4 lights on the front end of your nbn connection box.

Check if you can connect to the internet now using a wireless device, such as your laptop, telephone, or tablet; something that was never plugged straight into your router or modem.

If whatever of the lights practice not come back on or you can still non connect wirelessly to the cyberspace, jump directly to contacting tech back up.

Merely if all the lights are back on and y'all can connect to the internet, you can now begin connecting all the electronic devices you previously unplugged, one at a time. Plug one device dorsum in and check if the internet is nevertheless working before plugging the next device in. If your internet stops working later you have plugged a certain device in, you now know which one is faulty or causing a problem and can contact the supplier of the device for further activeness.

Contact your service provider'due south tech support

The reason we recommend the above steps before contacting your service provider's tech support department is considering many internet connectivity problems are local, and these steps tin either fix the trouble, or help identify where the problem lies. So, while it might take a bit of your time to piece of work through each step–rarely more than half an hour–information technology tin speed upwardly actual support, and get you continued to the cyberspace faster than jumping straight to contacting tech support.

What if my internet is tedious?

If your cyberspace connection is working but very dull, there are still a few things y'all should do before contacting your service provider:

1.  Check the Network Status page. If it highlights your expanse as having degradation bug, this could cause your connexion to be slow. Because it is a known issue, there is no need to contact support unless it remains slow after the degradation issue is resolved.

2.  Run across if your internet is slow all the time, or only at sure times of the day. If it is slow all the time, try restarting your router or modem, and your nbn connection box if i is installed. Contact tech support if this doesn't set up the problem.

iii.  If your connection is just tedious at certain times, it could be because of activity in your own home, or congestion on the nbn in your area. The more people you have in your domicile all trying to use the internet at the aforementioned fourth dimension tin slow things downward, especially if they are using whatsoever streaming services, gaming online, or downloading big files. Changing to a plan with a faster speed can set this.

iv.  If your neighbours also complain about slower speeds, there might exist congestion on the network in your area. Your service provider won't exist able to fix this themselves, just past bringing information technology to their attention they tin escalate information technology to NBN Co for further investigation.

Having a minor corporeality of information loaded on your mobile phone is useful for those rare occasions when nbn outages affect you. Information technology non but allows you to bank check if this is a general outage, information technology also allows you to still connect to the internet until the outage is resolved, which is of import if you work from home.

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Source: https://www.dodo.com/nbn/outages

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