Restarting your modem clears its memory and forces a fresh connection to the network. It fixes a surprising number of problems, dropouts, slow speeds, or a connection that just won't come back, so it's always worth trying first.
Power cycle in five steps
- Turn the modem off at the power button, then switch off the power point at the wall.
- If you have a separate nbn® or OptiComm connection box (a small box on the wall for FTTP, HFC or Fixed Wireless), turn that off too.
- Wait a full 60 seconds. This matters, it lets the line fully reset at the exchange.
- Turn the connection box back on first (if you have one) and give it two minutes for its lights to go steady, then turn the modem back on.
- Wait up to 5 minutes for the modem lights to settle. Your internet light should go solid, not flashing.
Tip: power cycle from the wall, not just the modem button. A full power-off is what clears a stuck connection.
Still no connection?
- Check every cable is firmly seated, especially the cable from the modem to the wall socket or connection box.
- Check for an outage on our Outages page, it may be a known issue in your area.
- Try a wired (Ethernet) device to rule out Wi-Fi, see Understanding Wi-Fi.
If it's still down after all that, we're here to help, call 1300 899 174 or log in to My Account to report a fault.