My Internet Isn’t Working — What Should I Do?

My Internet Isn’t Working — What Should I Do?

If your internet connection has suddenly stopped working, don't worry — most issues can be fixed quickly with a few simple checks.

Follow the steps below before contacting support to help get your service back online faster.

1. Check your nbn® and modem lights

Look at the indicator lights on your modem and nbn® connection box (if you have one).

  • Power: Solid — the device is on.
  • Internet / WAN: Solid or flashing — connection is active.
  • Optical / Online: Solid — connected to the network.

If any of these lights are off, red, or flashing for more than 5 minutes, restart both devices (see Step 2). See "Lights on your modem – what they mean" for detailed guidance.

2. Restart your equipment

A simple restart can fix most problems:

  1. Turn off your modem and nbn® connection box at the power.
  2. Wait 30 seconds.
  3. Turn them back on and wait for the lights to stabilise (this may take up to 5 minutes).

Once all lights are steady, test your internet again on one of your devices.

3. Test a direct connection

If you normally use Wi-Fi, plug a computer or laptop directly into your modem with an Ethernet cable. If the wired connection works, your internet is fine and the issue may be with your Wi-Fi. See "Wi-Fi troubleshooting and tips" for help improving your wireless connection.

4. Check for local outages

Sometimes the issue isn't inside your home. Visit the nbn® Network Status page to see if there's an outage or maintenance in your area: www.nbnco.com.au/support/network-status

If an outage is listed, your connection should automatically restore once nbn® resolves the issue.

5. Check your activation or billing status

If you've just joined Ezi Broadband, your service may not have been activated yet — see "How do I know when my service is active?".

If you're an existing customer, make sure your account and payment details are up to date.

6. Check your cables and connections

Loose or damaged cables can interrupt your connection. Make sure:

  • All cables are firmly plugged in and undamaged.
  • The Ethernet cable runs from your nbn® box to the WAN/Internet port on your modem.
  • The power adapters for both devices are plugged in and switched on.

7. Try resetting your modem (last resort)

If none of the above steps work and your lights still aren't normal, you can reset your modem to factory settings. See "How to reset your modem" for full instructions.

After resetting, you may need to re-enter your Ezi Broadband login details if you're using your own modem.

8. Contact Ezi Broadband support

If you've tried all the above steps and your internet still isn't working, our team can help. Please include:

  • Your name and address
  • A photo of your modem and nbn® box lights
  • A brief description of what you've already tried

We'll review your connection remotely and get you back online as soon as possible.

  1. Visit our website and speak to Eve, our AI assistant, in the bottom right corner of the screen.
  2. If you'd rather chat with a human, just let Eve know and you'll be transferred to a real person within the same chat window.
  3. Head over to the homepage of our help centre and submit a ticket.
  4. Email us at support@ezibroadband.com.au
  5. Call us on 132 EZI (132 394).

    • Related Articles

    • Troubleshooting Your Internet Connection

      Whether it's no connection, frequent dropouts, or slow speeds, this quick guide will help you identify and fix the most common issues before you need to contact support. 1. Check for nbn® outages Before changing anything at home: Visit the nbn® ...

    • How to Check for nbn® Outages In My Area

      If your internet has suddenly stopped working or slowed down, there may be an nbn® network outage or planned maintenance in your area. Checking for outages is quick and can help determine whether the issue is with your equipment or the wider network. ...

    • How Do I Check If My Internet Is Working?

      Once your Ezi Broadband service has been activated, you should be able to get online within minutes. If you're not sure whether your internet is working correctly, here's how to check your connection step-by-step. 1. Check your modem and nbn® device ...

    • How to Reset My nbn® Connection Box (NTD)

      If your internet isn't working or your modem shows no signal, resetting your nbn® connection box — also known as a Network Termination Device (NTD) — can often restore your connection. It's safe to do and doesn't delete any data or account settings. ...

    • Slow Speeds or Dropouts – How to Fix?

      If your internet feels slower than usual or keeps dropping out, there's usually a simple cause — and an easy fix. Follow the steps below to restore your Ezi Broadband connection to full speed and stability. 1. Check for local network issues Before ...