Real help when you need it — our technical team is available 9am–6pm weekdays and 9am–4pm Saturdays AET. All after hours please text “Assistance” to 0403 763 744.
A few genuine troubleshooting steps that solve most common issues in a couple of minutes.
✓ Unplug the router from power for 30 seconds, then plug it back in and wait 2-3 minutes for it to fully restart.
✓ Check that the Ethernet cable from the NTD box or internet connection point is firmly connected to the router's WAN/Internet port, not a LAN port.
✓ Check our outage status by calling support — a local outage in your area can look identical to a router fault.
✓ If the lights on the router are still off, red, or showing an unusual status after a restart, it’s time to call technical support rather than keep troubleshooting on your own.
✓ For an accurate read of your actual plan speed, run a speed test with a wired (Ethernet) connection rather than Wi-Fi — Wi-Fi speed can be affected by walls, distance, and other devices.
✓ Check how many devices are connected and streaming/downloading at the same time.
✓ Move your router away from other electronics (microwaves, cordless phones, thick walls) that can interfere with the Wi-Fi signal.
✓ Restart the router. If speeds are still well below your plan’s speed after that, contact technical support with your speed test result handy.
✓ Confirm your internet connection is working first — home phone (VoIP) service runs over your broadband connection, so an internet fault will affect calls too.
✓ Check the phone handset is charged (for cordless handsets) and properly connected to the phone port on your router or adapter.
✓ Restart the router — this also refreshes the phone service running through it.
✓ Still no dial tone after that? Contact technical support so we can check the line from our end.
✓ Connect the modem/router to the wall socket using the cable and quick-start guide included in the box.
✓ Allow up to 10-15 minutes after first power-on for the service to establish a connection — this is normal and not a fault.
✓ Use the Wi-Fi name and password printed on the underside of the router to connect your devices.
✓ If it hasn’t established a connection after 30 minutes, or your service hasn’t been activated yet, contact technical support.
REPORT A FAULT
Technical Assistance Required
For a faster solution and response, please fill out the form below, or text ‘assistance’ to 0466 003 799 (24/7).
