Check power
Make sure your modem/router and any nbn connection box are switched on.
Internet not working?
nbn Network Outage Help
Let’s work out if it’s your WiFi, your equipment, or an nbn outage.
Internet issues are not always caused by an nbn network outage. Start with a few quick in-home checks, then check the official nbn network status for your connected address.
Start at home first
Power, cables, WiFi coverage and equipment can all cause an internet issue that looks like an outage.
Step 1
Run these quick in-home checks
These checks can rule out the most common in-home causes before you check for an nbn network outage.
Check cables
Make sure power, Ethernet and phone or DSL cables are firmly connected.
Restart your modem/router
Turn it off at the power, wait 30 seconds, turn it back on, then allow 3 to 5 minutes to reconnect.
Check the lights
Look for red, flashing or missing lights on the modem/router or nbn connection box.
Try another device
Check whether the issue affects every device or only one phone, tablet, laptop or TV.
Move closer to WiFi
If it works near the router but not elsewhere, the issue may be WiFi coverage rather than an nbn outage.
Step 2
Check for an nbn network outage
If the problem is still happening across multiple devices after the quick checks, use the official nbn network status checker for your connected address.
Your exact address matters
Outage and maintenance information can vary from house to house, even within the same street.
Check nbn Network Status
The official nbn status checker opens in a new browser tab so this help page stays open.
Step 3
Still stuck? Let us help.
If you have completed the checks above and still need help, having a few details ready will make troubleshooting much faster.
Contact 1st Internet & WiFi✓
Your full service address
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Whether all devices are affected or only one
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What lights are showing on your modem/router and nbn connection box
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Whether you have rebooted the equipment
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Whether the nbn status checker shows an outage or planned maintenance