Answer a few questions and the tool below will diagnose the fault and walk you through the fix — or generate a call script for your ISP if it needs escalating. Free, no login, works for any Australian provider.
The most common causes are a modem that needs restarting, a loose ethernet cable between the NBN box and modem, or an NBN network outage in your area. Restarting in the correct order — NBN box first, then modem — fixes the majority of no-internet faults.
Unplug both your modem and NBN box. Wait 60 seconds. Plug the NBN box back in first and wait 2 minutes for its lights to settle. Then plug the modem back in and wait another 2 minutes. Doing it in the wrong order is one of the most common reasons restarts don't work.
All solid green or blue lights mean the NBN box is healthy — the fault is in your modem or its settings. A red light or lights that are off indicate a network fault outside your home, which your ISP needs to report to NBN Co.
Most in-home NBN faults — modem settings, cables, restarts — resolve in under 10 minutes. If the fault is on the NBN network itself, your ISP typically needs 1–3 business days to dispatch a technician.
Guides tailored to your ISP, with provider-specific tips and the right number to call.