If you're experiencing any issues, try our troubleshooting steps!

If you're still having trouble after completing the troubleshooting steps please use the form below to log a fault and a member of our technical support team will get in touch


Log a fault online

 

NBN / Fibre
I can't connect to the internet
+
Before you start

Check Network Status to see if there are any outages or known issues with our network in your area.

Check your Account Balance. If it is overdue, as your service may be restricted.

Step 1: Check all devices
  1. Make sure your nbn™ service is already activated; you will receive an SMS notification with your connection date to confirm active status.
  2. Make sure all cables are connected correctly as per the setup guide for your type of NBN connection from the list of guides
  3. These lights on your modem should be all on
Step 2: Perform Isolation Test

1. Disconnecting all devices except for your modem from all telephone sockets, this includes any telephones, splitters, filters, alarms, fax machines and other devices.

Step 3: Power Cycle Your Equipment
  1. Turn off the modem, and all connected devices for 60 seconds, and power them back on
  2. Wait up to 10 minutes for all devices to connect and test your connection
Step 4: Check Your WiFi Network
  1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer / device also has Wi-Fi turned on
  2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect
  3. Move all Wi-Fi devices closer to the modem for maximum access Certain items can cause Wi-Fi interference and lessen speed and connectivity:
  • Brick walls or iron girders
  • Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals
  • High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection
  • Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network
Get Further Help

If you are still experiencing connection issues, please create an online support request and one of our team members will contact you within 24 to 48 hours.

My internet keeps getting disconnected/dropping out
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Step 1: Do a Power Cycle
  1. Turn off the nbn™ connection box, modem, and all connected devices for 60 seconds, and power them back on
  2. Wait up to 10 minutes for all devices to connect and test your connection
Step 2: Check your Wi-Fi Network
  1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer or device also has Wi-Fi turned on
  2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect
  3. Move all Wi-Fi devices closer to the modem for maximum access

Certain items can cause Wi-Fi interference and lessen speed and connectivity:

  • Brick walls or iron girders • Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals
  • High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection
  • Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network
Step 3: Do an Isolation Test

Disconnect all devices except for your modem from all telephone sockets in your premises, this includes any telephones, splitters, filters, alarms, fax machines and other devices.

Get Further Help
If you are still experiencing connection issues, please create an online support request and one of our team members will contact you within 24 to 48 hours.
I am experiencing Slow Speeds
+
Step 1: Check Your Speed
  1. Close all running programs and activities
  2. Check your nbn™ speed speedtest.net. The recommended minimum speed for streaming sites is 3Mbps.
Step 2: Do a Power Cycle
  1. Turn off the nbn™ connection box, modem, and all connected devices for 60 seconds, and power them back on
  2. Wait up to 10 minutes for all devices to connect and test your connection
Step 3: Check your Wi-Fi Network
  1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer or device also has Wi-Fi turned on
  2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect
  3. Move all Wi-Fi devices closer to the modem for maximum access

Certain items can cause Wi-Fi interference and lessen speed and connectivity:

  • Brick walls or iron girders
  • Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals
  • High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection
  • Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network
Step 4: Do an Isolation Test

Disconnect all devices except the modem and nbn™ connection box (if you have one) from all phone sockets; this includes phones, alarms, fax machines, and other devices

Get Further Help

If you are still experiencing connection issues, please create an online support request and one of our team members will contact you within 24 to 48 hours.



ADSL
I can't connect to the Internet
+
Before you start

Check Network Status to see if there are any outages or known issues with our network in your area.

Check your Account Balance. If it is overdue, as your service may be restricted.

Step 1: Check all devices
  1. Make sure all cables are connected correctly as per the setup guide
  2. These lights on your modem should be all on
Step 2: Perform Isolation Test

1. Disconnecting all devices except for your modem from all telephone sockets, this includes any telephones, splitters, filters, alarms, fax machines and other devices.

Step 3: Power Cycle Your Equipment
  1. Turn off the modem, and all connected devices for 60 seconds, and power them back on
  2. Wait up to 10 minutes for all devices to connect and test your connection
Step 4: Check Your Wi-Fi Network
  1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer / device also has Wi-Fi turned on
  2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect
  3. Move all Wi-Fi devices closer to the modem for maximum access

Certain items can cause Wi-Fi interference and lessen speed and connectivity:

  • Brick walls or iron girders
  • Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals
  • High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection
  • Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network
Get Further Help
If you are still experiencing connection issues, please create an online support request and one of our team members will contact you within 24 to 48 hours.
My Internet keeps getting disconnected / dropping out
+
Step 1: Do a Power Cycle

Turn off the nbn™ connection box, modem, and all connected devices for 60 seconds, and power them back on

Wait up to 10 minutes for all devices to connect and test your connection

Step 2: Check your Wi-Fi Network
  1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer or device also has Wi-Fi turned on
  2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect
  3. Move all Wi-Fi devices closer to the modem for maximum access

Certain items can cause Wi-Fi interference and lessen speed and connectivity:

  • Brick walls or iron girders • Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals
  • High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection
  • Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network
Step 3: Do an Isolation Test

Disconnect all devices except for your modem from all telephone sockets in your premises, this includes any telephones, splitters, filters, alarms, fax machines and other devices.

Get Further Help

If you are still experiencing connection issues, please create an online support request and one of our team members will contact you within 24 to 48 hours.

I am experiencing Slow Speeds
+
Step 1: Check Your Speed
  1. Close all running programs and activities
  2. Check your ADSL speed speedtest.net. The recommended minimum speed for streaming sites is 3Mbps.
Step 2: Do a Power Cycle

Turn off the modem, and all connected devices for 60 seconds, and power them back on

Wait up to 10 minutes for all devices to connect and test your connection

Step 3: Check your Wi-Fi Network
  1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer or device also has Wi-Fi turned on
  2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect
  3. Move all Wi-Fi devices closer to the modem for maximum access

Certain items can cause Wi-Fi interference and lessen speed and connectivity:

  • Brick walls or iron girders
  • Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals
  • High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection
  • Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network
Step 4: Do an Isolation Test

Disconnect all devices except for your modem from all telephone sockets in your premises, this includes any telephones, splitters, filters, alarms, fax machines and other devices.

Get Further Help

If you are still experiencing connection issues, please create an online support request and one of our team members will contact you within 24 to 48 hours.



Home Phone / VOIP
No Dial Tone / Unable to Make or Receive Calls Fault
+

Check Network Status to see if there are any outages or known issues with our network in your area

If you are not affected by an outage, follow the troubleshooting steps below.

Is your Home Phone connected correctly?
  • A standard Home Phone setup is a corded or cordless telephone handset connected to a telephone wall socket in your home.
  • Please check that all cables are in good working order
  • If you have an ADSL service, make sure you have installed ADSL filters on all phone sockets in use.
Still not working?
Step 1 – Perform Isolation Test
Disconnect all devices connected to the phone lines and sockets:

All other handsets

  • Fax Machines
  • Answering Machines
  • ADSL/Dial-Up Modems
  • ADSL Filters
  • Splitters
  • Back to Base Alarm**
  • Foxtel or any other set-top box

** remove only if it can be done safely

Once all devices are removed, connect 1 telephone handset to the phone socket and check for dial tone.

If using a cordless phone, please make sure that the batteries are fully charged.

Step 2 - Check all alternate phone sockets

If it doesn't work, check all other phone sockets in the premises. Connect a phone and check for a dial tone.

Test all the sockets in your premises. Connect your telephone handset to another phone socket in the house and test for dial tone. Repeat this process for each telephone socket in your house.

Step 3 - Try an alternate phone cable

If it still doesn't work, check the phone cable. Get a working phone cable and test again.

Step 4 - Try an alternate handset

Your phone handset may have become faulty, if possible, test an alternate handset to see if your phone has failed.

Get Further Help

If you are still experiencing issues, please create an online support request and one of our team members will contact you within 24 to 48 hours.

Noisy Phone Line
+

There are many types of noise that can interfere with your home telephone service. The most common is static, crackling, buzzing and humming. In rare cases you may be able to hear another person’s telephone conversation; this is known as a crossed line fault. These faults can be caused by customer premises equipment (known as CPE) or by a physical line fault outside the property. We will need to perform a few troubleshooting steps to determine the cause of the fault.

Is your Home Phone connected correctly?
  • A standard Home Phone setup is a corded or cordless telephone handset connected to a telephone wall socket in your home.
  • Please check that all cables are in good working order
  • If you have an ADSL service, make sure you have installed ADSL filters on all phone sockets in use.


Do you only notice noise on the line when you are too far from your cordless base station? Some Cordless phones will have noise on the line when the signal becomes too weak. If you know this happens, try moving closer to the base station.

Step 1 - Perform Isolation Test
Disconnect all devices connected to the phone lines and sockets:
  • All other handsets
  • Fax Machines
  • Answering Machines
  • ADSL/Dial-Up Modems
  • ADSL Filters • Splitters
  • Back to Base Alarm**
  • Foxtel or any other set-top box

    ** remove only if it can be done safely Once all devices are removed, connect one telephone handset directly to the phone socket and check if the noise still persists.
Step 2 - Check all alternate phone sockets

1. Please connect your telephone handset to another phone socket in the house and test if a dial tone is present. Repeat this process for each telephone socket in your home.

2. If the fault is evident on one socket but not another, the fault will likely be an internal wiring fault. You may need to have this checked by a qualified telecommunications electrician.

Step 3 - Try an alternate phone cable

If it still doesn't work, check the phone cable. Get a working phone cable and test again.

Step 4 - Try an alternate handset

Your phone handset may have become faulty, if possible, test an alternate handset to see if your phone has failed.

Get Further Help
If you are still experiencing issues, please create an online support request and one of our team members will contact you within 24 to 48 hours.

Get in touch

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