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 !):
- The first thing you should do is turn all your equipment off and power cycle on in order – extra details are here
- nbn Sky Muster Satellite: https://www.nbnco.com.au/content/dam/nbn/documents/support/satellite/nbn-sky-muster-troubleshooting-guide.pdf
- nbn Fixed Wireless: https://www.nbnco.com.au/content/dam/nbn/documents/support/fixed-wireless/Fixed%20Wireless%20Connectivity%20Guide.pdf
- Telstra (mobile, fixed line, landline, ADSL etc): https://outages.telstra.com/
- NBN Fixed Line: iiNet have good troubleshooting guides, also check your RSP’s website for assistance and if the guide finds a problem, contact your RSP. https://help.iinet.net.au/
- WISP’s / Mobile Broadband / ADSL/ Other technologies: Try the Regional Tech Hub: https://regionaltechhub.org.au/stay-connected/troubleshoot-connection/, or your RSP – most RSP’s have outage pages and troubleshooting tips.
- Starlink: https://support.starlink.com/ and via the app
In Summary
- Before you have a problem, please download and print the Internet Provider Details sheet prepared by BIRRR – click here, and fill it in.
- The first thing you should do is turn all your equipment off and power cycle on in order – extra details are here
- Then try the same power cycle routine with a computer connected directly to the NBN box
- If possible, check the network status on your providers website (have it bookmarked before there is a problem)
- Report the problem to your service provider via phone or email – have these details written down beforehand.
- Make a comment on the BIRRR Facebook group, others may be experiencing the same problem.
- 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
nbn Local website
For answers to the following nbn questions (and more), please visit the nbn Local website here
- Will my existing phone and internet service be disconnected?
- What happens in a power blackout?
- How to register an unrecognised address
- nbn™ Fixed Wireless installation process
- nbn™ Fixed Wireless address confirmation
All BIRRR troubleshooting information on a specific topic:
- Cloud Computing : Dropbox , iCloud, OneDrive, Google Drive
- Excessive uploads gobbling your data allowance?
- HOW TO MONITOR THE PERFORMANCE OF YOUR CONNECTION
- How to power cycle a device
- How To: Log onto Windows Safe Mode
- nbn Fixed Wireless Congestion
- Network Outages
- Problems with your NBN connection?
- Save Your Data Usage with Windows 10
- Temporary fixes to Sky Muster internet connection problems July 2016
- Troubleshooting your Fixed Wireless Internet Connection
- Using iConnect on Sky Muster (QLD Dept. of Education)
- Ways to speed up a slow Windows Computer
All BIRRR tips on solving a particular problem
- Alternative Voice Services Using the Internet
- Antenna and Equipment Installers and Suppliers
- Cel-Fi Repeaters
- Cloud Computing : Dropbox , iCloud, OneDrive, Google Drive
- Complaining to the TIO
- Contact a Politician
- Controlling Internet Data Usage with Gargoyle Router
- Disable Automatic Updates (Mac Desktops & Laptops)
- Enhancing Mobile Broadband Service
- Excessive uploads gobbling your data allowance?
- How to change YouTube Quality to reduce your data usage
- How to choose an nbn provider
- How to find your Latitude and Longitude using Google Maps
- HOW TO MONITOR THE PERFORMANCE OF YOUR CONNECTION
- How to power cycle a device
- How to use iDevice Screen Time
- How to use your off-peak data
- How To: Log onto Windows Safe Mode
- Installers, Technicians and Equipment Suppliers Map
- Internet provider details printout
- Malware and Spyware Removal Tips for BIRRR Members
- Mobile Blackspot Program Information
- nbn Fixed Wireless – Non Standard Installations
- nbn Fixed Wireless – Standard Installations
- Network Outages
- PlayOn Cloud
- Preparing For nbn™ Sky Muster™
- Problems with your NBN connection?
- Reducing Data Usage on iDevices
- Selecting The Correct Antenna and How To Point It
- Sky Muster Routers
- Telstra Air Explained
- Telstra Coverage Extension Devices
- Telstra Essential Contacts
- Upload videos to Youtube during off peak hours
- Using a WIFI Bridge to achieve a nbn™ Fixed Wireless connection
- Using iConnect on Sky Muster (QLD Dept. of Education)
- Using PlayOn Desktop to Schedule Off Peak Video Downloads
- Ways to speed up a slow Windows Computer
- Web Page Optimisation (WPO)
- What are Sky Muster spot beams?
- What is unmetering and how does it work?
- Windows 10 – Set connection to metered to save data