Troubleshooting your connection

Perhaps you are having drop outs, speed issues or buffering or maybe you have no connection at all. This usually means there is an issue with

  • your in-home equipment,
  • your provider’s equipment or
  • the network you are using.

It’s important to note that you SHOULD NOT be having these issues with your connection. Unfortunately, some technologies are more complex to troubleshoot than others, in some cases you DO need to be the mechanic (sorry !). Some equipment will be fixed/replaced/maintained for free, other technologies have short warranties and when expired the consumer needs to cover the costs of repair and maintenance (when choosing a technology this is an important point to consider.) Additionally RSP’s have different ways of getting help, some are contactable via social media or phone and email, others can only be contacted via an app or web chat. Check out these troubleshooting guides for each technology below.

BIRRR has members using all technologies so post a question on our FaceBook group if you get stuck (remember nothing is too silly, if you have the question, chances are someone else does too !):

In Summary

  1. Before you have a problem, please download and print the Internet Provider Details sheet prepared by BIRRR – click here, and fill it in.
  2. The first thing you should do is turn all your equipment off and power cycle on in order – extra details are here
  3. Then try the same power cycle routine with a computer connected directly to the NBN box
  4. If possible, check the network status on your providers website (have it bookmarked before there is a problem)
  5. Report the problem to your service provider via phone or email – have these details written down beforehand.
  6. Make a comment on the BIRRR Facebook group, others may be experiencing the same problem.
  7. If your provider is unable to help resolve your issue, get a fault number/ticket number from your provider, also ask for the nbn Incident Number and fill in the Regional Tech Hub form (the RTH are now doing the escalation of either no connection or an issue with your connection), please visit here and complete their form https://regionaltechhub.org.au/stay-connected/escalation-form