Troubleshooting Home Wireless Broadband for No Connection
If your 4G Home Wireless Broadband service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.
Please note: Your Home Wireless Broadband service is only for use at the address nominated on your application. If you've moved home, please see Moving Home and contact us to make arrangements.
- Confirm that your Micro SIM is present and fully inserted in the Micro SIM slot located on the side of your modem. If the SIM is missing, please call us on 13 22 58.
Note: You don't need to check the SIM slot if it's still covered by a black sticker.
- Make sure that your modem's cables are plugged in securely and not damaged. Replace any damaged cables.
- Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
- Turn the outlet back on and wait approximately 3 minutes for the modem lights to settle, then attempt to view a website.
- If the 4G light is off or red, move your modem to another location, ideally near a window and away from direct sunlight.
Note: If your 4G and/or Internet lights remain off after rebooting, please call us on 13 22 58 for assistance. - Do you have any devices connected to your modem with an Ethernet cable? If these devices can visit a website but devices on WiFi can’t, switch to troubleshooting WiFi No Connection.
- If you can view websites on some devices but not others, see our guide on Browsing issues.
- If you still can't get online, please call us on 13 22 58 for further assistance.