How to troubleshoot your internet connection with MyAussie
Last Updated: Tuesday 10 Sept 2024
The MyAussie app offers you tools to help you diagnose issues to help restore your service.
This article will run through a few scenarios of possible internet problems and outline troubleshooting steps according to which connection type you have.
Note: If an instruction doesn't mention which connection type it applies to, it applies to all of them.
Unsure which connection type you have? You can read our article on the different connections by clicking here.
If you’d like an outline of what each MyAussie test involves, we have an article breaking it down.
To get started, select a scenario:
Scenario 1: You've lost connection and the lights on the nbn® box are acting differently to how they usually would.
Scenario 2: The lights on the NBN box are behaving normally, but I’m noticing dropouts or slow speeds.
Scenario 3: I have Fibre to the Node (FTTN), or Fibre to the Building (FTTB) and I’m noticing dropouts or slow speeds.
Scenario 1: You've lost connection and the lights on the NBN box are acting differently to how they usually would.
First things first, it’s best to check that there isn’t an outage affecting your service. If NBN’s informed us that your service is experiencing an outage, we’ll let you know via email and the MyAussie app.
If you’re not experiencing an outage, let’s look at the NBN box!
Once the NBN box has rebooted, we’ll run some service tests in the MyAussie app.
You’ve got the results, but what do they mean?
Loopback checks for a connection between the NBN network and your NBN box by running some data between the two. NTD Status checks for issues with your NBN box itself.
If either test fails at this point, it’s best to get in touch with our Support team (except for FTTC, there’s still some things to try).
If all those tests pass, check which lights on the NBN box are acting strangely. The ethernet cable or router may be at fault if:
If this is not the case:
From here you can check your cabling, or your router to make sure it’s working correctly.
Scenario 2: The lights on the NBN box are behaving normally, but I’m noticing dropouts or slow speeds.
If you’re unsure what the lights on your NBN box should be, you can read our articles explaining them by clicking below:
To get into good habits, let’s run an NTD Status to make sure we can’t see an issue with the NBN box.
If any of these fail, we’ll reset the NBN box like last time:
If that test is looking good, the next step is to narrow it down a bit further by process of elimination. What you’ll need is a spare ethernet cable, and another device that’s able to plug into the NBN box (this could be a spare router, laptop, or even smart TV).
Note: If you’re using a spare router, make sure it’s setup up correctly. We have a BYO router settings guide here.
Run Kick Connection. This will end the connection of the router that’s currently there, so you can plug in your other device and cable. Once your device is plugged in, wait for it to connect and watch to see what happens.
If you’re still experiencing the same issue, then it’s likely coming from the NBN equipment!
Scenario 3: I have Fibre to the Node (FTTN), or Fibre to the Building (FTTB) and I’m noticing dropouts or slow speeds.
While you don’t have a fancy NBN box, that doesn’t mean you can’t use the MyAussie app to help solve problems!
Let’s run a Line State test. It will check the health of the line from your modem all the way to the fibre node in the street. If it fails, try another telephone (DSL) cable from your modem to the wall, so we can rule the cable out as the cause of your woes.
After that, run a Port Reset (the connection will drop for a few minutes). This one resets the port in the pit. This can sometimes be all that’s needed to fix up dropouts and slow speeds.
Once your connection is back, if Line State continues to fail, it’s best to get in touch with our Support team to investigate this further.
If your Line State test passes, then it looks like your issue might not necessarily sit with the line or NBN equipment. It’s worth checking your modem to make sure it’s set up and functioning correctly.
I’ve done these tests and still need help!
Of course! Many of these tests are designed to figure out where the issue is coming from so you can determine what needs to be fixed.
If you find that your problems might be due to NBN equipment or, if you’d like a hand checking your router, our Support team is happy to help. They’re available on the LiveChat service on our website, calling 1300 880 905, or raising a fault in the MyAussie app.
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