What to do when your NBN connection is not working

This guide provides some basic troubleshooting steps to help resolve issues with your NBN internet connection.

New Connections

For new NBN services from myhomefone (that have not previously worked), it's essential first to check that your equipment and cabling are correctly connected. NBN uses a mix of technologies, so the connection type for your premises will determine what equipment is required and how it's connected. Refer to your NBN order email updates for more information. If your order includes myhomefone supplied modem/router, printed instructions are also included in your equipment package. To learn more about the different NBN connection types, click here. 

BYO Modem/Router
If you have opted to supply your own modem/router, you will also need to ensure its settings are correctly configured. Unfortunately, we can’t provide in-depth technical support for BYO modem/routers. Click here to access setup guides for some of the most common BYO devices that work with our NBN services.

Most store-bought BYO modems/routers should work fine; however, hardware supplied by other internet service providers may have special firmware that might exhibit unexpected behaviour or communicate back to their central server for periodic setting updates, which can potentially wipe your myhomefone connection settings.

If you're not tech savvy, be mindful that the hassle and cost to obtain technical support for a BYO device may outweigh that for a new (pre-configured) myhomefone supplied device.

Existing Connections

If you're experiencing trouble with your NBN service from myhomefone that's not new and previously worked, performing a "power cycle" on your devices solves the majority of issues people face. There is a sequence to properly force a re-establishment of your internet connection. To learn more, please refer to the article 'How to power cycle your NBN equipment & modem/router'

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