# Report an NBN® fault and follow its progress

> Category: NBN
> Canonical URL: https://crazytel.com.au/knowledgebase/article/nbn-report-a-fault

How to report an NBN® fault, the quick checks, outages, the no-fault-found fee agreement, and how to follow and update a fault report.

Before reporting, try the steps in Checks you can run. Many problems are fixed by a restart or a loose cable.


Where to go

Diagnostics & Faults › Choose a connection › Report a fault




You can also report from the connection's Troubleshooting tab.




#2 Steps



- Describe the problem. No internet connection, It keeps dropping out, Slow internet, or Something else, and how much it affects you.

- A few quick checks. Tell us what you have tried: restarting your modem, checking cables, the modem lights, restarting the NBN® box and testing with a cable instead of Wi-Fi.

- Review and send. Press Send fault report. You get a reference number.




Outage in your area? If NBN® already knows about an outage in your area, you will see Active outage in your area. It is usually best to wait for it to be fixed. You can still press Continue fault report anyway.




The no-fault-found fee. When you report a fault, you agree to a fee that applies only if NBN® finds no fault on its network, for example when the problem was the router or Wi-Fi. The amount is shown on the form. Sending the report does not charge it.




#2 Follow your report




Open reports show on the dashboard's Open faults tile and on the Fault reports tab of Diagnostics & Faults.



Check for updatesFetch the latest news from NBN®.
Add informationTell us anything that has changed.
Closed or resolvedNBN® has finished its work. It does not prove your internet works, so check your connection afterwards.



#2 Related guides



- Checks you can run

- NBN® eSLA explained

- No internet: find the cause