Troubleshooting - No Internet Connection

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 outages but you are still experiencing issues

• Check to see if any other devices are connected to the internet

  • If other devices are connected to the internet via WiFi, try resetting the device

  • If all devices are not connected,

• Check your modem / router lights and ensure they are lit (they shouldn't be red)

• Check your nbn connection box (if applicable) to ensure it is connected to the nbn® network and your router (they shouldn't be red)

  • FTTP/HFC/FTTC/Fixed Wireless – Check that the Power, Connection (Optical, Online, DSL, Status/OCU), and LAN lights are on.

  • FTTN/FTTB – Your modem should show DSL/Internet lights as solid.

  • If lights are off, red, or flashing, note this before contacting support.

Restart Your Equipment

If there are no outages but your equipment if not working correctly

• Turn off your NBN connection box (NTD/modem) and your Wi-Fi router (if separate).

• Wait 60 seconds.

• Turn the NBN box back on first, wait for lights to stabilise, then turn on the router.

Check the Cables

• Ensure all cables are firmly plugged in:

  • Power cords

  • Ethernet cables

  • Phone line (for FTTN/FTTB/FTTC)

• If using Wi-Fi, test with a wired (Ethernet) connection to rule out wireless issues.

Run a Speed Test

• If possible, connect a computer directly to the modem/router with an Ethernet cable

• Try and navigate to www.google.com. If this works, head to www.speedtest.net and push the "Go" button. If this is successful, you are connected to the internet.

• Compare results to your plan speed.

  • If much lower than expected, continue with the next steps.

Eliminate Extra Devices

• Disconnect or turn off other devices using the internet.

• Pause large downloads, streaming, or cloud backups.

• Retest the speed with only one device connected.

  
  

Wi-Fi Troubleshooting

If wired speeds are fine but Wi-Fi is slow:

• Move closer to your Wi-Fi router.

• Restart your device (laptop/phone/tablet).

• Change Wi-Fi channel (if you know how, or ask support).

• Consider upgrading to a mesh Wi-Fi system if your house is large.

Test Another Device

• Try connecting another laptop, phone, or tablet.

• If the issue is only on one device, it may be a device problem (e.g., outdated Wi-Fi drivers).

  
  

Contact Support

If you are still experiencing issues, please send us an email to support@firstresponderbroadband.com.au and include the results of your speed test (if applicable) and/or call 1300 372 000

Note down:

• Which NBN type you have (FTTP, FTTN, HFC, etc.)

• What lights are showing on the NBN box/modem

• Speed test results

• When the problem occurs (all the time, peak hours, dropouts, etc.)

Check out our nbn Plans or Sign Up