Internet down? Check these first

Is the whole office offline? If nobody can get online, log a fault and choose Completely down, or call 1300 049 749. We treat a site-wide outage as urgent. You can work through the checks below while we look into it.

1. Is it everyone, or one device?

• One computer or phone can’t get online, others can: the problem is that device, not the internet. Restart it, and check it’s connected to the right Wi-Fi network. If it’s still stuck, update or reinstall its Wi-Fi driver, or ask your IT support.
• Everyone on Wi-Fi is affected, but computers plugged in with a cable work: it’s the Wi-Fi, not the internet connection. See Slow or dropping out?
• Everything is offline, cabled and Wi-Fi: keep going.

2. Check for an nbn outage

nbn lists planned maintenance and unplanned outages by address.

1. Open the nbn network status page on your mobile.
2. Enter your office address.
3. If there’s an outage listed, it shows nbn’s estimated restoration time. There’s nothing to fix on site, but let us know so we can track it for you.

The status page doesn’t cover every service (for example Sky Muster Plus satellite and Enterprise Ethernet), so if nothing is listed, carry on.

3. Check power and cables

1. Make sure the nbn connection box and your router are both plugged in and the power points are switched on. No power, no internet.
2. Check each cable clicks firmly into place at both ends, especially the network cable between the nbn box and your router.
3. Look for damaged cables: cuts, kinks, sharp bends or exposed wires. Swap any damaged network cable for a spare.
4. Look at the lights on the nbn connection box. If you’re not sure which box you have, see Which nbn connection do we have?

Never unplug or bend the fibre cable going into an FTTP connection box. It’s easily damaged and may need a technician to repair.

4. Restart in the right order

Restarting forces the equipment to reconnect, and the order matters.

1. Switch off your devices, the router and the nbn connection box.
2. Wait at least 30 seconds (2 to 3 minutes on nbn Fixed Wireless).
3. Switch on the nbn connection box first. Wait until its lights settle.
4. Then switch on the router, and wait until its lights come back on.
5. Then turn on your computer or other devices and test again.

nbn boxes can take a while to reconnect after a restart: up to 20 minutes for an FTTC box, and up to 30 minutes for an HFC box. Give it time before deciding it hasn’t worked.

Don’t press the reset button on the nbn connection box unless we ask you to. On some boxes a long press is a factory reset.

5. Optional: rule out the router

If you’re comfortable doing it, plug a laptop straight into the nbn connection box with a network cable (using the port the router was in), restart the nbn box, and see if the laptop gets online. If it does, the router is the likely problem.

Skip this step if Summit supplied or manages your router. Our routers usually hold login and network settings the laptop won’t have, so a direct test can look like a failure when it isn’t. Just log the fault and we’ll test it remotely.

6. Log it with us

If it’s still not working, log a fault or call 1300 049 749. It helps to have:

• The site address.
• Which lights are on the nbn connection box and the router, and their colours. Watch them for about a minute and note whether each is steady or flashing. A photo is ideal.
• What you’ve already tried from this page.
• When it started, and whether anything changed (power cut, storm, building works, new equipment).

You don’t need to contact nbn. We troubleshoot with you, and if the fault is on nbn’s side we lodge it with them and follow it up.