Category: Troubleshooting · Last updated 5 Oct 2026
No internet connection: step-by-step troubleshooting
Follow these steps in order to find out why your nbn connection is down and get back online, and when it's time to contact support.
If your internet isn't working, follow these steps in order. Most connection issues are caused by power, cabling, Wi-Fi setup, or temporary outages - and many can be fixed without needing to call support.
Before you start - If there's a known outage in your area, troubleshooting at home may not solve the issue. It's worth checking network status first.
Troubleshooting steps
- Check the power and cables Make sure your modem/router is powered on and all cables are plugged in securely. Check both the power cable and the cable connecting your modem to the wall or NBN device.
- Look at the modem lights Most modems have indicator lights that show whether power, internet, and Wi-Fi are working. If the internet light is off, red, or flashing unusually, this can help identify the problem.
- Restart your modem/router Turn your modem off at the power, wait 30 seconds, then turn it back on. Give it a few minutes to reconnect fully before testing your internet again.
- Test more than one device Try loading a website on a second device. If one device works and the other doesn't, the issue may be with that device rather than your connection.
- Check your Wi-Fi connection Make sure your device is connected to the correct Wi-Fi network. If possible, move closer to your modem or connect with an ethernet cable to test whether the issue is Wi-Fi only.
- Check for a known outage Visit the Network Status page to see whether there's a known outage or maintenance event affecting your area.
Tip: If you're using Wi-Fi, slow or unstable connections can sometimes look like "no internet". Testing with a cable is the fastest way to rule that out.
Quick success check - If your internet comes back after restarting the modem, monitor it for the next few hours. If it drops out again, there may be an underlying fault worth reporting.
Related Articles
- TroubleshootingHow to restart your modem and router properlyHow to restart your modem and router in the right order so a simple reboot actually fixes dropouts and connection problems.
- SpeedHow to run an accurate internet speed testHow to run a speed test that reflects your real nbn connection, including using a cable, closing other apps and testing at different times of day.
- WiFiWhere to place your modem or router for best signalWhere to put your modem or router for the strongest Wi-Fi signal, and the walls, cupboards and appliances to keep it away from.
- WiFiHow to improve Wi-Fi coverage in your homePractical ways to fix Wi-Fi dead zones at home, from moving your router to choosing a mesh system over a range extender.
Was this article helpful?
Your feedback helps us improve our support content.