Troubleshooting nbn Wireless for No connection
If your nbn Wireless 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.
- Check your address on nbn®'s Network status and outages page or visit our Network Status page to see if there are any known issues in your area.
- If you have access to another device with an internet connection such as a mobile phone, log in to Toolbox and run an nbn service test. We'll contact you if a fault is detected.
- Find your modem and ensure it's connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
- Turn off the electrical outlets for both the nbn Connection Box and your modem and leave them off for at least 10 seconds.
- Turn both outlets back on and wait for the box and modem lights to settle, then attempt to view a website.
Note: If your nbn Connection Box STATUS light is red after rebooting, please call us on 13 22 58 for assistance.
- Attempt to view a website on a device connected to your modem via Ethernet cable, not WiFi. If Ethernet works but WiFi doesn't, see troubleshooting WiFi No Connection.
- If you can view websites on some devices but not others, see our guide on Browsing issues.
- Check your nbn Wireless antenna for obstructions such as tree branches.
Note: Severe weather conditions resulting in heavy cloud cover may also cause connection issues. - If you still can't get online, and the nbn service test did not detect a fault, or your nbn Wireless antenna has been damaged, please call us on 13 22 58 for further assistance.