Internet completely down? Start here

4 min read · Updated Jul 2026

The five checks that fix most total outages, before you call anyone.

1. 1

   Check for a known outage

   Look up your address on the nbn outage page, or check our WhatsApp broadcast. If there’s an outage, no amount of restarting will help. Grab a cuppa and we’ll keep you posted.

2. 2

   Check the nbn connection box lights

   Find your nbn box (usually where the technician installed it). A red or off “Connection” light points to the network side. Note which lights are on and their colours.

3. 3

   Restart in the right order

   Turn off the nbn box AND your modem. Wait 60 seconds. Turn on the nbn box first, wait until its lights settle, then turn on the modem.

4. 4

   Check the cables

   Make sure the cable between the nbn box and your modem is clicked in firmly at both ends. Pets and vacuum cleaners are repeat offenders.

5. 5

   Still down? Tell us the lights

   Call or WhatsApp us with a photo of the nbn box lights. That photo usually tells us exactly what’s wrong and saves you a truck visit.