Home Internet troubleshooting

Having issues with your Home Internet service? Check out our troubleshooting tips for nbn®  services.

Internet running slow?

Test your speed

The first step is to check the typical speed of your NBN plan. Using My Optus app, navigate to your NBN service in the Service tab at the bottom of the screen.

For accurate results, connect a device to the modem via your included ethernet cable (white cable with yellow plugs) to perform a speed test. If using WiFi, make sure you're close to the modem with no major obstructions.

Diagnose the issue

Your speed could be impacted by network issues in your area, or your own equipment.

Finding the cause will help determine the next steps.

   

Check for outages

See if there's an outage at your address

Troubleshoot

Can't connect to the internet?

Start by checking your equipment:

   Are any of your devices able to connect to the WiFi? If it's only a certain device, it may be an issue with the device

   Are the modem cables disconnected or damaged?

   Try restarting your modem

   Are the lights on your modem or nbn box flashing or off? See what the lights mean on your modem here.

If you're using a non-Optus supplied modem, see how to set up your BYO modem for help.

If your equipment is working fine, it may be a fault with the network. See below to check for outages or report a fault. 
Find out about any planned upgrades, maintainance, or outages affecting your Home Internet service.