The tool below diagnoses the fault step by step. If it needs escalating, it generates an Optus call script with everything you've already tried. Optus support: 1300 300 937, daily 8am–8pm.
Most common causes are a modem needing a restart in the correct order, a loose cable, or a network fault. Restart the NBN box first, then the modem. If the NBN box lights are red or off, call Optus on 1300 300 937 to lodge a network fault.
Call 1300 300 937, daily 8am–8pm, or live chat at optus.com.au/support. Ask specifically to lodge an NBN Co network fault if lights on your NBN box are red or off.
Most Optus-supplied modems use 192.168.0.1. Type it into your browser address bar while connected to your Optus WiFi — not into Google.
Check nbnco.com.au/support/network-status for known outages, or visit optus.com.au/support for Optus-specific status.
Guides for other providers: