---
title: "No internet connection: step-by-step troubleshooting"
description: "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."
url: "https://dev.www.lightningip.com.au/help/internet/no-internet-connection-troubleshooting"
canonical: "https://dev.www.lightningip.com.au/help/internet/no-internet-connection-troubleshooting"
updated: "2026-10-04"
---

# 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

1. **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.
2. **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.
3. **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.
4. **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.
5. **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.
6. **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.