Troubleshooting

Privacy and security are important to us, which is why we use different methods to protect your account. For this reason, you may choose to add a account PIN to your account. This can be anything you choose but this will need to be stated upon request at the start of the phone call. Why do we do this? This is a extra layer of security for us to be able to verify that you are the account holder. Your chosen PIN/Phase should not be shared with anyone. We will request this prior

We understand that losing internet connectivity can be super frustrating. This will help you understand what is causing the issue and what your next steps are. Check for known nbn® outages Check Current nbn® Outages page by clicking here If there’s a known outage, you may need to wait until it’s resolved. This means that nbn® is aware of a issue and is working on it. If this is the case, all ISP's will be experiencing the same issue Check your equipment If there are no outage

We understand how frustrating it can be when your nbn® connection isn’t performing the way it should. If you’re experiencing slower speeds than expected on your Fibre to the Building (FTTB) or Fibre to the Node (FTTN) service, don’t worry — there are a number of things you can try before we escalate the issue to nbn®. This step-by-step guide from First Responder Broadband will walk you through the checks that can help identify and fix the cause. Step 1: Run a Speed Test Star