If your internet keeps dropping out, it can be frustrating. Sometimes, dropout issues aren’t caused by a fault on the nbn network, and there are a few simple checks that can help pinpoint what’s going on.
First, it helps to understand what kind of dropout you’re experiencing.
- Wi-Fi or device drops: Your devices disconnect, but your modem/router stays online.
- Connection drops: Your modem/router loses connection to the nbn network.
Why a fault may show as ‘No fault found’
When you log a dropout fault, the nbn network checks whether your service is disconnecting at the network level.
If your service stays connected for more than 24 hours during testing, the fault is closed as No fault found. This means the nbn connection itself did not drop out while it was being monitored.
What to check next
If dropouts continue after a no fault found result, they’re most commonly caused by Wi-Fi, equipment, or local interference.
- Restart your modem/router and nbn device (if you have one).
- Move closer to your modem/router and avoid walls or large appliances.
- Disconnect unused devices that may be competing for Wi-Fi.
- If possible, test using an Ethernet cable instead of Wi-Fi.
- Test with another compatible modem/router if you have access to one.
When to log another fault
If your service drops out multiple times within a 24-hour period, or goes offline and does not reconnect, you should log a new dropout or no sync fault in the myMATE app or self-care portal.
