Troubleshooting: No internet connection

Losing internet connection can be pretty frustrating, especially when it happens in an untimely moment. This guide will help provide some basic troubleshooting steps to help resolve the issue. 

Check for outages 

It’s important to check if an outage is affecting your service before you start troubleshooting: 

1. Check to see if there are any Aussie Broadband system outages by clicking here. 

2. Next, check for outages in your area:
   - If you have an nbn® service click here. 
   - If you have an Opticomm service, click here.

3. Check for any scheduled outages. This can be done through the MyAussie app. We also send emails in advance to provide notice, so you can also check your inbox. 

Check the MyAussie app 

There are many things you can do with the MyAussie app, including run tests on your service to help solve connectivity issues. You will need to either download the app, or login to the online portal to proceed. 

Let’s run through some simple steps to try: 

1. In the MyAussie app or portal, select Home, then Services, and select your home broadband service.  

2. Scroll down to Run Self Tests.

   Select Check Connection, then Run Test.
   

3. From the Service Test menu, select Loopback Test and then Run Test.

4. From the Service Test menu, select Kick Connection and then Run Test. This will immediately disconnect your internet connection.Once your internet is disconnected, find your NBN connection device and/or modem/router. Completely unplug the power from both.

   Leave them unplugged for at least 30 seconds. Then plug them both in and wait 10 minutes to reconnect.

5. Run Check Connection again.

6. The issue may be with your Wi-Fi network. Try connecting a device such as a laptop or computer directly to your modem/router via ethernet cable.