I've been moved to the new network but my service is still offline

If you're offline after your migration, don't worry — most connection issues are quick and easy to fix. Follow the steps below and you'll likely be back online in no time.

Give Your Equipment a Fresh Restart (A power cycle fixes most issues!)

Let's start with a clean reset:

1. Turn OFF:
   • Your modem/router
   • Your NBN connection box (if you have one)
2. Unplug both devices from the power.
3. Wait 2 full minutes (this part is important!).
4. Plug in and turn on the NBN connection box first.
5. Wait until its lights are stable.
6. Turn on your modem/router.
7. Allow up to 5 minutes for your internet to reconnect.

Once all lights are steady, test your internet connection.

Check Your NBN Connection Box Lights (If You Have One) (FTTP, HFC or Fixed Wireless services)

Have a quick look at the lights on your NBN box:

• No lights → Check the power cable and power point
• Flashing or red lights → This may indicate an NBN network issue
• Solid lights but no internet → Likely a modem or router issue

Take note of which lights are on or flashing — this helps us help you faster.

Check Your Modem/Router Lights

On the front of your modem/router, you should see:

• Power: Solid
• Internet / WAN / DSL: Solid or blinking
• Wi‑Fi: On

If any lights are off or red:

• Restart the modem again
• Make sure all cables are securely plugged in

When to Get in Touch

Please contact our friendly support team at 13 MORE (13 66 73) if:

• Your internet still isn't working after completing all steps
• Your NBN connection box lights indicate a fault
• The issue has been ongoing for some time

Alternatively, jump onto Live Chat in the bottom right-hand corner of our website for 24-hour technical support, 7 days a week (excluding public holidays).

We're here to help and happy to assist!