Work through these steps in order. Many problems are fixed by the first two.
Where to go
Diagnostics & Faults › Choose a connection
The same steps are on each connection's Troubleshooting tab.
Steps
- Check connection. Checks whether your connection is signed in to the network right now. It does not restart anything.
- Restart connection. Restart internet connection restarts your connection from the network side, like turning your modem off and on. Your modem reconnects by itself within about two minutes.
- Run a check. Check my NBN® box asks your box to check itself and its ports (internet stays on). Check service health shows the connection, speed and reliability the network reports. Check to run lists more checks for your connection type.
- Report a fault. Still not working? See Report an NBN® fault.
What the check names mean
- Line State
- Whether your line is up and connected to the network.
- Loopback Test
- The connection between your NBN® equipment and the network.
- NTD Status · WNTD Status
- The health of your NBN® box. WNTD is the Fixed Wireless box.
- NTD · NCD · WNTD Reset
- Restarts your NBN® box from the network. Internet drops briefly.
- UNI-D Port Status
- The port on the NBN® box your router plugs into.
- Port Reset
- Resets that port. Internet drops briefly.
- DPU Status
- On Fibre to the Curb, the NBN® equipment in the pit outside.
- Line Quality · SELT · Metallic Line Test
- Tests of the copper line. The copper-line test needs your modem unplugged: tick My modem is unplugged and plug it back in afterwards.
Health results
- Looks healthy
- No problem found.
- Needs a closer look
- Something is below what it should be.
- A problem was found
- Try the guides below or report a fault.
Past results are on the Line checks and Health checks tabs.