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Home > FAQ's > Internet > My nbn internet connection isn’t working

My nbn internet connection isn’t working

If you’re unable to connect to the internet, check the cables of your modem are plugged in securely and restart your modem by powering your device off and back on again. (Please wait for 1 minute before powering your device back on.)

If you are still not able to connect, please refer to the steps below.

If you have an nbn connection box installed in your home

Turn the power off/on at the wall where your nbn connection box is installed.  Wait one minute before turning it back on.

If the optical or power lights are red after powering your connection box back on, you’ll need to contact our support team, if the lights remain green, try testing your connection.

If you’re still unable to use the internet, please continue with the below steps.

Using an Ethernet cable, connect your computer directly to the active UNI-D port on your connection box. (This will be the same port used to connect your modem to the connection box).

After this is done, if the connection now works, it indicates that the issue may be with the modem you’re using.

If you are still unable to connect and need assistance with your modem, please contact Sumo so we can provide further assistance.

If you don’t have an nbn connection box installed in your home

In order to rule out the possibility of Wi-Fi connectivity issues, after restarting your modem, connect your computer directly to your modem using an ethernet cable.

If you’re unable to connect after this has been done, please contact Sumo so we can provide further assistance.

Troubleshoot Wi-Fi connectivity issues

If wireless devices in your household are intermittently disconnecting, while wired devices still work, there could be issues with the Wi-Fi signal in your home.  We have created the below guide to assist you.

What can impact my Wi-Fi signal?

There are a number of different factors that can impact the signal strength of your Wi-Fi, with some of the more common issues being caused by wireless interference (from other electronic devices), or the presence of dense objects in your home (such as concrete walls, or large furniture structures).

Things to keep in mind:
  • The further away from the modem you get, the weaker your wireless signal will be.
  • Keep the router in a central place away from anything that might block its signal such as metal home appliances, bodies of water, concrete walls and other construction materials, as they can weaken the signal.
  • The more devices sharing the wireless network at once, the less bandwidth is available for each device to use – try disconnecting devices that you’re not actively using to improve performance on your other devices.

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