By Ned McRae
The National Broadband Network (NBN), Australia’s largest broadband network, offers internet services to homes and businesses nationwide. NBN connections are designed to be reliable, but network outages can still occur. This guide will explain why NBN outages happen and provide you with troubleshooting tips to minimise downtime.
The NBN relies on technologies like fibre and fixed wireless networks, which can be susceptible to outages. Here are some of the common causes of an NBN outage:
Network maintenance: NBN Co may perform upgrades or repairs to ensure network efficiency.
Equipment failure: Issues with modems, routers, or other network hardware or software.
Environmental factors: Extreme weather conditions, such as storms or bushfires, can damage network infrastructure.
Human error: Occasionally, human activities or errors can cause service disruptions.
Despite NBN’s efforts to prevent outages, they can still happen. Understanding the cause can help you identify the right solution when issues arise.
Here’s a troubleshooting guide so you can get back to enjoying your favourite game or Netflix series as soon as possible.
If you have connection issues, check the NBN Co outage map to confirm if there is an outage in your area. The map provides real-time information about network issues, including:
Type of outage: Identifies if the outage is because of maintenance, technical faults, or weather.
Timeframe: Indicates when services will be restored.
Affected customers: Provides insight into how widespread the issue is.
If the NBN outage is because of your equipment or connection, a simple restart may resolve the issue. If the outage is widespread, NBN Co is likely aware of the issue and working to restore service as quickly as possible.
Tip: Regularly check the NBN outage map if the issue persists to stay updated on the outage status.
After confirming there’s no reported outage in your area, inspect your equipment:
Check your cables: Ensure cables are securely connected and undamaged.
Turn off and on: Power cycle your modem or router by unplugging it, waiting a few minutes, and plugging it back in.
NBN Connection box: If you see solid blue lights, the NBN box is functioning correctly. If lights are red, or no lights appear, switch off the power at the wall, wait 30 seconds, then switch back on.
You can also reset the NBN connection box by pressing a pin into the small reset hole for 10–15 seconds. This may resolve temporary connection issues. If the problem persists, contact your internet provider.
Tip: Sometimes equipment issues, like a malfunctioning router, can often mimic an NBN outage. Checking your devices can save time before reaching out for help.
If there’s no reported NBN outage and your equipment seems fine, contact your service provider. They can:
Explain: Provide additional information about the outage.
Advice: Offer troubleshooting tips to help restore your connection.
Support: Arrange a technician visit if needed.
Tip: When contacting your service provider, details including when you lost connection will be useful. This will help your service provider diagnose the problem quickly and arrange a technician if required.
Regularly check the NBN network outages map or sign up for service alerts from your provider. This will help you stay informed and manage expectations on when service will resume.
Tip: If you need internet access during the outage, consider using your phone as a hotspot. Ensure your mobile plan has sufficient data and avoid using it for activities like streaming or large downloads. Another option is to visit a library or public venue and connect to public WiFi.
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