NBN Not Working? 5 Things to Check Before Calling Your Provider
Check the NBN Co outage map
Before doing anything else, visit nbnco.com.au and check if there is an outage in your area. If there is a network outage, there is nothing you can do except wait — your provider will fix it. You can also check your ISP's status page (Telstra, Optus, TPG etc.).
Restart your modem and router
This fixes the majority of NBN issues. Unplug both your NBN connection device (the NTD or optical network unit) and your router from the power point. Wait 60 seconds — not 10 seconds, a full 60. Then plug the NBN device back in first, wait for its lights to stabilise (1-2 minutes), then plug in your router.
Check all the cables
A loose cable is surprisingly common. Check that the cable from your NBN connection point to your modem/router is firmly plugged in at both ends. If you have a cable connection (HFC), make sure the coaxial cable from the wall is secure. If you have FTTN, check the phone line cable.
Check if it is just Wi-Fi or the whole connection
Connect a laptop or computer directly to your router using an ethernet cable. If that works fine, the problem is your Wi-Fi, not your NBN — your router may need a channel change or replacement. If the ethernet connection also does not work, it is an NBN/modem issue.
Check the NBN connection device lights
Your NBN connection device (the box that NBN Co installed, not your router) has indicator lights. If the power light is off or the connection light is red or flashing, there may be a fault with the physical NBN connection that your provider needs to investigate.
Still not working after all 5 checks?
If none of these steps resolve the issue, you are likely looking at one of three problems: a fault with your ISP that requires a technician visit, a failed router/modem that needs replacement, or a physical issue with your internal cabling that an independent IT technician can diagnose faster than your ISP will.
TechFix Pro can diagnose and fix most home and business networking issues same-day across Western Sydney — and we often have your internet back up faster than waiting for your ISP to send someone out.
NBN still not working? Call us.
TechFix Pro fixes NBN and Wi-Fi issues across Western Sydney — same-day, on-site. We come to you and sort it out.