Troubleshooting: No internet connection

Losing internet connection can be pretty frustrating, especially when it happens in an untimely moment. This guide will help provide some basic troubleshooting steps to help resolve the issue. 

Check for outages 

It’s important to check if an outage is affecting your service before you start troubleshooting: 

1. Check to see if there are any Aussie Broadband system outages by clicking here. 

2. Next, check for outages in your area:
   - If you have an nbn® service click here. 
   - If you have an Opticomm service, click here.

3. Check for any scheduled outages. This can be done through the MyAussie app. We also send emails in advance to provide notice, so you can also check your inbox. 

Check the MyAussie app 

There are many things you can do with the MyAussie app, including run tests on your service to help solve connectivity issues. You will need to either download the app, or login to the online portal to proceed. 

Let’s run through some simple steps to try: 

1. Check Connection

• In the MyAussie app or portal, select Home, then Services, and select your home broadband service.  

• Scroll down to Run Self Tests.
  

• Select Check Connection, then Run Test.
  

If the test fails

Find your NBN connection device and/or modem/router. Completely unplug both and leave them unplugged for at least 30 seconds. Then plug them both in and wait 10 minutes for your connection to reconnect, then run Check Connection again.

If the test fails again

Proceed to Step 2: Loopback test.

If the test succeeds, but you still don’t have internet

Try and connect to the internet with another device like a laptop or mobile phone. If it can connect, the issue may come from the individual device you are using.

If neither device connects, proceed to Step 3: Kick Connection.

2. Loopback Test:

From the Service Test menu, select Loopback Test and then Run Test.

If the test fails

There is a fault with your connection. How to report a fault.

If the test succeeds but you still don’t have internet

Proceed to Step 3: Kick Connection.

3. Kick Connection:

From the Service Test menu, select Kick Connection and then Run Test. This will immediately disconnect your internet connection.Once your internet is disconnected, find your NBN connection device and/or modem/router. Completely unplug the power from both.

Leave them unplugged for at least 30 seconds. Then plug them both in and wait 10 minutes to reconnect.

Run Check Connection again.

If the test fails

There is a fault with your connection. How to report a fault.

If the test succeeds but you still don’t have internet

Proceed to Step 4: Check Wi-Fi.

4. Check Wi-Fi

The issue may be with your Wi-Fi network. Try connecting a device such as a laptop or computer directly to your modem/router via an ethernet cable.

If your internet works when connected via ethernet cable

The issue is with your modem or router’s Wi-Fi settings.

Every model of modem or router has its own Wi-Fi settings. You can look up your device model online to find them, or you can get in touch with our friendly Australian-based support team to help guide you through the process. Our support is available via LiveChat in the MyAussie app or our website, or by calling 1300 880 905, available from 8am – midnight AEDT every day.

If your internet doesn’t work when connected via ethernet cable

There is a more complex issue at play. Please get in touch with our friendly Australian-based support team. Our support is available via LiveChat in the MyAussie app or our website, or by calling 1300 880 905, available from 8am – midnight AEDT every day.