NBN outage? What should I do when Internet’s down

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Experiencing an NBN outage can be frustrating and inconvenient, especially when you are at work. Sometimes the problem is within your home, while other times it originates from the NBN network. To resolve this kind of situation and prevent similar problems in the future, you can follow the steps below.

Check if there’s an outage in your area

When facing a network outage due to planned downtime or maintenance, your ISP may send you email or SMS notifications. It’s important to check your inbox for these notifications, as they may sometimes be marked as spam. If you don’t find them in your main inbox, be sure to check your spam folder.

If you’ve received such notifications, it’s advisable to patiently wait until the maintenance is complete. However, if you didn’t receive any notifications or accidentally deleted them, you can verify the status of your network outage on your ISP’s website or by visiting the NBN website at https://www.nbnco.com.au/support/network-status.

Here are the URLs for checking the status from major ISPs:

Additionally, you can find more information by checking your internet provider’s Twitter or Facebook page. Alternatively, third-party services like Downdetector offer online tools that indicate whether your network is experiencing issues or if popular social media sites are offline.

Check your devices

If you have confirmed that there is no NBN outage, the issue may be with your devices.

  • Devices used to connect to the internet: Try using different devices to connect and see if the issue persists. For instance, if your iPad cannot access the internet via NBN but your laptop can, the problem is likely with the iPad.
  • Restart your modem and router: Often, simply turning your modem or router off and on again can miraculously fix the issue. This might be because your modem loses sync with your internet provider and a new connection is established after restarting.

If the problem persists, you may consider the following additional solutions:

  • Check Wi-Fi signal: Ensure that you have a stable Wi-Fi signal. If the signal is weak, try moving closer to the router or using a Wi-Fi extender to improve connectivity.
  • Update device software: Ensure that your devices have the latest software updates. Outdated software can sometimes cause connectivity issues.
  • Contact your ISP: If all else fails, reaching out to your Internet Service Provider’s customer support for assistance is a good next step. They can provide specific guidance based on your connection and device details.

Call Your Internet Provider’s Tech Support

If you’ve confirmed that it’s not an NBN outage and the issue isn’t related to your devices or router/modem, it’s advisable to contact your internet provider’s tech support team. More serious problems, such as network overload due to too many people online at once or water entering underground cable traps, could be the root cause.

Below is a list of tech support numbers for popular providers:

Get 4G/5G Backup for Your NBN Plan

If your internet connection drops, there are several alternative methods to stay connected and complete your work:
  • 4G Backup: Certain internet providers provide modems with built-in unlimited 4G mobile broadband services, including Telstra, Optus, and Vodafone.
  • Mobile Broadband: Some mobile providers offer cost-effective data-only SIM cards with ample data allowances.
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Compensation

If your internet outages persist for an extended duration or occur regularly, you may be eligible to claim costs incurred, such as expenses for utilizing additional mobile broadband data. For more information, visit the Australian Communications Consumer Action Network’s page.

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