Five minutes with this list fixes a surprising share of "the internet's down" — and if it doesn't, you'll have exactly the info we need to escalate fast.
The checklist
- Is it everyone, or just you? One computer offline while others work = a device problem, not an outage. Try another device on the same network first.
- Power-cycle the right way. Turn off both the NBN connection box (if you have one) and your router. Wait 60 seconds. Turn the NBN box on first, wait for its lights to settle (2–3 minutes), then the router.
- Check the lights. Note which lights are on, off, or red/amber on both boxes — photograph them if you're raising a ticket. (If you're on an FTTN or FTTB connection there's no NBN box — just your router.)
- Check for a known outage. NBN Co lists current outages on their website by address — a planned maintenance window is the answer more often than you'd think.
- Check the cables. Especially after cleaners, tradies or office rearranging. Every cable firmly clicked in, including the wall socket.
When you contact us
Raise a ticket or ring 1300 522 253 with:
- Your address / site affected
- What the lights on the NBN box and router are doing (photos are perfect)
- When it stopped working, and whether anything changed around then
- Whether it's fully down or just slow — and if slow, a speed test result
Remember: your cloud phone system fails over gracefully — calls can ring on mobiles via the Communicator GO app even when office internet is down. If you'd like that configured as your backup plan, ask us.