Home Internet troubleshooting

• Check for outages at your address and restart your Modem and any NBN Connection Box.
• If devices cannot connect to WiFi, see the WiFi section for more information.
• Check the status lights on the Modem and any NBN Connection Box to help find any issues.
• Check that your Modem and any NBN Connection Box are powered on and cables are securely connected to the correct ports.
  
  See our simple set up guides for more information:
  • Fibre to the Premises (FTTP)
  • Fibre to the Curb (FTTC)
  • Fibre to the Node (FTTN)
  • Fibre to the Building (FTTB)
  • Hybrid Fibre Coaxial (HFC)
     

Not sure what NBN Technology Type is at your address? Check your order confirmation email or visit optus.com.au/nbnsetup to check your address

• Check out our Device Guides for help with other modems
• If you’re using a non-Optus (BYO) modem, see Setting up your Own Modem page for more information.

• Log into My Optus App on your smartphone or check your order confirmation email to view your nbn typical speed.
• Where possible, connect a device to your modem with an ethernet cable and test the speed.
• If the speed is only slow on WiFi, see our WiFi section for more information.
  
• The Optus Ultra WiFi Modem (Gen1) & (Gen2) include a 4G Backup feature, when the nbn service is offline. It provides a 4G mobile connection with speeds up to 25/5Mbps (in Optus 4G coverage areas). Check the lights on your modem to see if you’re using 4G Backup instead of NBN:
  • Optus Gen 1 modems will show a blue “Network” and “Signal” light when using 4G Backup
  • Optus Gen 2 modems will show a green “4G Backup” and blue “Internet” light when using 4G Backup.
• See the Can’t Connect section for more information if your modem is using 4G backup

• Try checking all cables are securely connected and reboot your Modem and any NBN Connection box
• If dropouts only occur when connected to WiFi, see our WiFi section for more information
• Where possible, try a different modem and cable(s) to see if either are causing the dropouts
• Factory resetting the modem resets all the modem settings and can sometimes resolve these issues (note: All modem settings will reset, including any changes made to your WiFi name and password). To perform a factory reset, use a pin to press the reset button (located on the back of the modern) for up to 30 seconds until the lights change. The modem should reset after about 10 seconds. Check out our Device Guides for more information.

• The placement of your modem can impact the connection quality of your devices. Put your modem in a high, well ventilated, central location, clear of obstacles.
• If the WiFi light is off, press the modem’s WiFi button for three seconds to enable WiFi.
• Some older modems may not be able to reach the maximum speeds available on nbn high-speed plans, when using WiFi. Check your modem’s WiFi compatibility.
• Connect to your Wi-Fi using the 5GHz network. The Optus Gen 2 modem will automatically connect eligible devices to 5GHz. Older modems will have a unique 5GHz WiFi name (ie. Optus_ABC123_5GHz), which should be used when available.
• If you have a medium to large home, eligible Optus modems can add an Optus WiFi booster to extend your WiFi.
• For heavy internet usage devices, such as computers, gaming consoles or smart TVs, we recommend connecting with an ethernet cable.

• Try checking all cables are securely connected and reboot your Modem and any NBN Connection box.
• Check the phone cable is plugged into the Optus modem’s Phone port.
• If the Phone light on the modem is on, try an alternative standard handset (not VOIP or PABX handsets).