Troubleshooting Your Internet Connection

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® Network Status page.
  • Enter your address to see if there's an outage or planned maintenance affecting your area.
  • If no issues are listed, continue with the steps below to check your in-home setup.

2. Power cycle your equipment

A simple restart resolves most connection problems.

  1. Turn off your modem/router and nbn® connection box (NTD).
  2. Unplug both devices for 10–30 seconds.
  3. Plug them back in and wait a few minutes for all lights to stabilise.

When the lights are steady (not flashing), test your internet again.

3. Inspect cables and connections

Loose or damaged cables are a common cause of dropouts.

  • Check that all power and network cables are securely plugged in and undamaged.
  • Ensure your modem's WAN/Internet port is connected to the correct port on your nbn® box (usually UNI-D1).
  • FTTN/FTTB users: connect directly to the main telephone socket only — avoid using splitters or filters.

4. Check your nbn® connection box lights

Look at the lights on your nbn® connection box (NTD):

  • Off or red → indicates a fault or no power.
  • Flashing → connecting to the network.
  • Solid green or blue → connection is active and working.

If lights stay red or off, see "How to reset my nbn® connection box (NTD)" for step-by-step help.

5. Run a speed test

To check your current performance:

  1. Pause any large downloads or video streams.
  2. Connect your device directly to your modem via Ethernet (if possible).
  3. Visit speedtest.net and run a test.

Compare the results to your plan's typical evening speeds. If speeds are much lower, see "Slow speeds or dropouts – how to fix".

6. Consider environmental or external factors

If you're on Fixed Wireless or Satellite, performance can be affected by:

  • Severe weather (heavy rain, lightning, or storms).
  • Obstructions such as trees or nearby buildings blocking the antenna.

These issues usually resolve once weather conditions improve or obstructions are cleared.

7. Still offline? Contact Ezi Support

If you've followed the above steps and your internet is still offline, our team can help diagnose the issue.

Have the following details ready:

  • Your full address and connection type (e.g. FTTP, HFC, FTTN).
  • The status of your modem and nbn® lights.
  • The steps you've already tried (e.g. power cycle, cable check).

Need help?

  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).

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