What to do when you are offline?
For nbn® customers
Are you having problems staying connected to the internet? We are here to help you get back online quickly and easily.
Below are simple steps you can take to address common problems without the need to wait for customer support on the phone.
1. Slow Internet Speeds
If you are noticing that your internet speed is slower than usual, please read our Reconnection Guide below to help you get reconnected.
You can also learn more about internet speeds here.
2. Internet Drops Out
Is your internet connection dropping out? First, check if there is an outage in your area here.
If there is no outage reported, read our Reconnection Guide to fix the issue.
3. Unable to Connect
Before reaching out to our support team, download our Reconnection Guide below. If you decide to give us a call, our support team will guide you through this step-by-step over the phone.
Satellite
1. First, turn off your nbn® box (NTD) and your wireless router.
2. Wait for about 10 minutes.
3. Turn your nbn® box (NTD) back on.
4. Wait another minute, then turn your wireless router back on.
Fixed Wireless
1. First, turn off your nbn® box (NTD) and your wireless router.
2. Wait for about 10 minutes.
3. Turn your nbn® box (NTD) back on.
4. Wait another minute, then turn your wireless router back on.
HFC/FTTP/FTTC
1. First, turn off your nbn® box (NTD) and your wireless router.
2. Wait for about 10 minutes.
3. Turn your nbn® box (NTD) back on.
4. Wait another minute, then turn your wireless router back on.
FTTN
1. First, turn off your wireless router.
2. Wait for about 10 minutes.
3.Turn your wireless router back on.