{"id":5777,"date":"2021-11-05T07:00:03","date_gmt":"2021-11-04T20:00:03","guid":{"rendered":"https:\/\/www.letsbemates.com.au\/?p=5777"},"modified":"2026-04-16T11:27:39","modified_gmt":"2026-04-16T01:27:39","slug":"internet-not-working","status":"publish","type":"post","link":"https:\/\/www.letsbemates.com.au\/mate\/internet-not-working\/","title":{"rendered":"Why Is My Internet Not Working? Troubleshooting Guide &#038; Fixes"},"content":{"rendered":"<p><i><span style=\"font-weight: 400;\">Your complete troubleshooting guide for NBN dropouts, WiFi issues, and connection problems, with step-by-step fixes that actually work.<\/span><\/i><\/p>\n<h2><b>TL;DR &#8211; Quick Takeaways<\/b><\/h2>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Most internet problems are either NBN connection faults or Wi-Fi issues. Knowing which one helps you fix it faster<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Check your modem lights first; they&#8217;ll tell you if it&#8217;s a network problem or something in your home<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Wi-Fi dropouts are usually caused by interference, distance, or too many devices, not your internet connection<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Different NBN connection types (FTTP, HFC, FTTN) have different common issues and fixes<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">A simple router restart fixes more problems than you&#8217;d think. Try it before anything else<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Always check MATE&#8217;s network status page before troubleshooting, there might be a known outage in your area<\/span><\/li>\n<\/ul>\n<h2><b>Start Here: What&#8217;s Actually Broken?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Before you start unplugging things, it helps to know what type of problem you&#8217;re dealing with. Internet issues fall into three main categories:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>NBN connection problem: <\/b><span style=\"font-weight: 400;\">No internet at all, even when plugged directly into the modem with a cable<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Wi-Fi problem: <\/b><span style=\"font-weight: 400;\">Internet works fine on a cable, but drops out or is slow on Wi-Fi<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Device problem: <\/b><span style=\"font-weight: 400;\">One device can&#8217;t connect, but everything else works fine<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The fastest way to figure this out: plug a device directly into your modem with an ethernet cable and see if you get internet. If you do, it&#8217;s a Wi-Fi problem. If you don&#8217;t, it&#8217;s an NBN problem.<\/span><\/p>\n<h2><b>The Universal First Fix: Restart Everything<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Seriously, do this before anything else. It fixes about 60% of internet problems and takes two minutes.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Turn off your modem\/router<\/b><span style=\"font-weight: 400;\"> (unplug it from the power)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Wait 30 seconds<\/b><span style=\"font-weight: 400;\"> (this matters, give it the full 30)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Plug it back in<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Wait 2-3 minutes<\/b><span style=\"font-weight: 400;\"> for it to fully restart and reconnect<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Test your connection<\/b><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">If that fixed it, brilliant. If not, keep reading.<\/span><\/p>\n<h2><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-30027\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2021\/11\/gemini-2.5-flash-image_close_up_of_an_internet_modem_with_red_and_orange_lights-2.jpg\" alt=\"Close Up Of An Internet Modem With Red And Orange Lights\" width=\"1344\" height=\"768\" srcset=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2021\/11\/gemini-2.5-flash-image_close_up_of_an_internet_modem_with_red_and_orange_lights-2.jpg 1344w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2021\/11\/gemini-2.5-flash-image_close_up_of_an_internet_modem_with_red_and_orange_lights-2-768x439.jpg 768w\" sizes=\"(max-width: 1344px) 100vw, 1344px\" \/><\/h2>\n<h2><b>Understanding Your Modem Lights<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Your modem lights are like a dashboard for your internet connection. They tell you exactly what&#8217;s working and what&#8217;s not. Here&#8217;s what they mean:<\/span><\/p>\n<h3><b>Power Light<\/b><\/h3>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Solid green: <\/b><span style=\"font-weight: 400;\">Modem has power and is working<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Off or flashing: <\/b><span style=\"font-weight: 400;\">Power issue. Check the cable is plugged in properly<\/span><\/li>\n<\/ul>\n<h3><b>Internet\/WAN Light<\/b><\/h3>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Solid green: <\/b><span style=\"font-weight: 400;\">Connected to the NBN network &#8211; you should have internet<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Flashing: <\/b><span style=\"font-weight: 400;\">Trying to connect &#8211; this is normal during startup, but if it stays flashing for more than 5 minutes, there&#8217;s a problem<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Red or off: <\/b><span style=\"font-weight: 400;\">No connection to the NBN network &#8211; could be an outage or line fault<\/span><\/li>\n<\/ul>\n<h3><b>Wi-Fi Light<\/b><\/h3>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Solid or flashing green: <\/b><span style=\"font-weight: 400;\">Wi-Fi is active<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Off: <\/b><span style=\"font-weight: 400;\">Wi-Fi is disabled &#8211; press the Wi-Fi button on your modem to turn it on<\/span><\/li>\n<\/ul>\n<p><b>Quick diagnosis: <\/b><span style=\"font-weight: 400;\">If your internet light is green but you still have no internet, it&#8217;s probably a Wi-Fi or device issue, not an NBN fault.<\/span><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-30026\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2021\/11\/gemini-2.5-flash-image_internet_connection_fault_-_nbn_repairman_outside_near_the_pitt_with_a_white_nbn-1.jpg\" alt=\"Connection Fault Nbn Repairman Outside Near The Pitt\" width=\"1344\" height=\"768\" srcset=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2021\/11\/gemini-2.5-flash-image_internet_connection_fault_-_nbn_repairman_outside_near_the_pitt_with_a_white_nbn-1.jpg 1344w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2021\/11\/gemini-2.5-flash-image_internet_connection_fault_-_nbn_repairman_outside_near_the_pitt_with_a_white_nbn-1-768x439.jpg 768w\" sizes=\"(max-width: 1344px) 100vw, 1344px\" \/><\/p>\n<h2><b>Problem 1: NBN Not Working (No Internet at All)<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">If you have no internet connection\u00a0 (even when plugged in with a cable) here&#8217;s what to check.<\/span><\/p>\n<h3><b>Step 1: Check for Known Outages<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Before you do anything else, check if there&#8217;s a planned outage or fault in your area:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Visit letsbemates.com.au\/mate\/network-status\/ to see current network issues<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Check the NBN outage checker at nbnco.com.au<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">If there&#8217;s a known outage, there&#8217;s nothing you can do except wait for it to be fixed. Save yourself the troubleshooting time.<\/span><\/p>\n<h3><b>Step 2: Check Your Cables<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Loose or damaged cables cause more problems than you&#8217;d think:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Power cable: <\/b><span style=\"font-weight: 400;\">Make sure it&#8217;s plugged in firmly at both ends<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>NBN connection cable: <\/b><span style=\"font-weight: 400;\">The cable running from your wall socket to your modem, check it&#8217;s not loose or damaged<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Ethernet cables: <\/b><span style=\"font-weight: 400;\">If you&#8217;re using one to test, try a different cable<\/span><\/li>\n<\/ul>\n<h3><b>Step 3: Check Your Modem Lights<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Look at your internet\/WAN light:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Red or off: <\/b><span style=\"font-weight: 400;\">No NBN connection. This could be a network fault or an issue with your line. Contact support.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Flashing (for more than 5 minutes): <\/b><span style=\"font-weight: 400;\">Modem can&#8217;t establish a connection. Try restarting again, then contact support if it continues.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Solid green: <\/b><span style=\"font-weight: 400;\">You have an NBN connection. The problem is somewhere else, probably Wi-Fi or device settings.<\/span><\/li>\n<\/ul>\n<h3><b>Step 4: Factory Reset Your Modem (Last Resort)<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">If nothing else has worked, a factory reset might fix configuration issues:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Find the reset button on your modem (usually a small hole)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Press and hold it for 10-15 seconds with a paperclip<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Wait for the modem to restart (5-10 minutes)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reconnect your devices<\/span><\/li>\n<\/ol>\n<p><b>Warning: <\/b><span style=\"font-weight: 400;\">This will reset your Wi-Fi network name and password to the defaults printed on your modem. You&#8217;ll need to reconnect all your devices.<\/span><\/p>\n<h2><b>Problem 2: Wi-Fi Keeps Dropping Out<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">If your internet works fine on a cable but keeps dropping out on Wi-Fi, the issue is with your wireless network, not your NBN connection.<\/span><\/p>\n<h3><b>Common Causes of Wi-Fi Dropouts<\/b><\/h3>\n<h3><b>1. Interference from Other Devices<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Your Wi-Fi shares radio frequencies with other electronics. When they&#8217;re all trying to use the same airspace, things get messy.<\/span><\/p>\n<p><b>Main culprits:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Microwaves (especially when running)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Baby monitors<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Cordless phones<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Bluetooth devices<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Neighbours&#8217; WiFi networks (especially in apartments)<\/span><\/li>\n<\/ul>\n<p><b>Fix: <\/b><span style=\"font-weight: 400;\">Move your router away from these devices. If you live in a crowded area, try changing your Wi-Fi channel in your router settings.<\/span><\/p>\n<h3><b>2. Too Far from the Router<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Wi-Fi signals get weaker with distance. If you&#8217;re too far away or there are thick walls in between, you&#8217;ll get dropouts.<\/span><\/p>\n<p><b>Fix: <\/b><span style=\"font-weight: 400;\">Move your router to a more central location, or use a mesh Wi-Fi system to extend coverage.<\/span><\/p>\n<h3><b>3. Too Many Devices Connected<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Older routers struggle when you&#8217;ve got 15+ devices all fighting for Wi-Fi. Each dropout happens when the router can&#8217;t handle the load.<\/span><\/p>\n<p><b>Fix: <\/b><span style=\"font-weight: 400;\">Disconnect devices you&#8217;re not using. Upgrade to a modern router (Wi-Fi 6 handles way more devices). Cable your heavy-usage devices like gaming consoles and smart TVs if possible.<\/span><\/p>\n<h3><b>4. Outdated Router Firmware<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Router manufacturers release updates to fix bugs and improve performance. If you&#8217;ve never updated yours, it might be causing dropouts.<\/span><\/p>\n<p><b>Fix: <\/b><span style=\"font-weight: 400;\">Check your router settings for firmware updates, or contact your provider to do it remotely.<\/span><\/p>\n<h3><b>5. Overheating Router<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Routers get hot, especially when they&#8217;re tucked away in cupboards or surrounded by other electronics. When they overheat, they drop connections.<\/span><\/p>\n<p><b>Fix: <\/b><span style=\"font-weight: 400;\">Put your router in the open where air can circulate. Don&#8217;t stack things on top of it.<\/span><\/p>\n<h3><b>Quick Wi-Fi Dropout Fixes<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Try these in order:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Restart your router <\/b><span style=\"font-weight: 400;\">(30 seconds unplugged)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Move closer to your router <\/b><span style=\"font-weight: 400;\">and see if dropouts stop<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Switch to the 5GHz network <\/b><span style=\"font-weight: 400;\">(less interference)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Disconnect unused devices\u00a0<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Change your WiFi channel <\/b><span style=\"font-weight: 400;\">(in router settings)<\/span><\/li>\n<\/ol>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-30028\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2021\/11\/gemini-2.5-flash-image_nbn_connection_box_on_the_wall_in_garage-1.jpg\" alt=\"Nbn Connection Box On The Wall In Garage\" width=\"1344\" height=\"768\" srcset=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2021\/11\/gemini-2.5-flash-image_nbn_connection_box_on_the_wall_in_garage-1.jpg 1344w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2021\/11\/gemini-2.5-flash-image_nbn_connection_box_on_the_wall_in_garage-1-768x439.jpg 768w\" sizes=\"(max-width: 1344px) 100vw, 1344px\" \/><\/p>\n<h2><b>Connection Type Specific Issues<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Different NBN connection types have different common problems. Here&#8217;s what to know about yours.<\/span><\/p>\n<h3><b>FTTP (Fibre to the Premises)<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">You&#8217;ve got fibre running all the way to your house. This is the most reliable NBN connection type, but it&#8217;s not completely bulletproof.<\/span><\/p>\n<p><b>Common issues:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Power outages: <\/b><span style=\"font-weight: 400;\">The NBN box in your home needs power. If your power goes out, your internet goes with it.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Damaged fibre cable: <\/b><span style=\"font-weight: 400;\">Usually only happens during construction or renovations. If someone&#8217;s been digging near your property, this might be the issue.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>NBN box failure: <\/b><span style=\"font-weight: 400;\">Rare, but the NBN connection box can fail. If your modem shows no connection and you&#8217;ve checked everything else, contact support.<\/span><\/li>\n<\/ul>\n<h3><b>HFC (Hybrid Fibre Coaxial)<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">You&#8217;re using the old pay TV cable network. Generally reliable, but it can have specific quirks.<\/span><\/p>\n<p><b>Common issues:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Signal quality problems: <\/b><span style=\"font-weight: 400;\">HFC is sensitive to signal quality. Damaged cables, loose connections, or network congestion can all cause dropouts.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Slow speeds during peak times: <\/b><span style=\"font-weight: 400;\">If lots of people in your area are using HFC at the same time (usually 7-11pm), speeds can drop. This is congestion, not a fault.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Weather interference: <\/b><span style=\"font-weight: 400;\">Heavy rain or storms can sometimes affect HFC connections temporarily.<\/span><\/li>\n<\/ul>\n<p><b>What to check: <\/b><span style=\"font-weight: 400;\">Make sure your coaxial cable (the thick cable with screw-on connectors) is tightly connected to both the wall socket and your modem.<\/span><\/p>\n<h3><b>FTTN\/FTTB (Fibre to the Node\/Building)<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Fibre runs to a box in your street or building, then copper phone lines do the rest. This is the most variable NBN technology.<\/span><\/p>\n<p><b>Common issues:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Old copper wiring: <\/b><span style=\"font-weight: 400;\">The phone lines in some areas are decades old. This can cause slow speeds, dropouts, and connection instability.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Distance from the node: <\/b><span style=\"font-weight: 400;\">The further you are from the street node, the slower and less stable your connection. There&#8217;s not much you can do about this except complain to NBN Co or your provider.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Weather sensitivity: <\/b><span style=\"font-weight: 400;\">Water getting into old copper connections can cause dropouts, especially after heavy rain.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Internal wiring issues: <\/b><span style=\"font-weight: 400;\">Problems with the phone wiring inside your home can affect your connection.<\/span><\/li>\n<\/ul>\n<p><b>What to check: <\/b><span style=\"font-weight: 400;\">Make sure your modem is plugged into the main phone socket (usually the first one installed). Using secondary sockets or extension cables can reduce speed and stability.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you&#8217;re on FTTN and experiencing constant dropouts or very slow speeds, it&#8217;s worth getting NBN Co to check your line. Contact MATE support and ask them to raise a line fault ticket.<\/span><\/p>\n<h2><b><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-30029\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2021\/11\/lucid-origin_image_of_a_woman_confused_that_the_wifi_isnt_connecting_on_her_tablet-2.jpg\" alt=\"A Woman Confused That The Wifi Isnt Connecting On Her Tablet\" width=\"1344\" height=\"768\" srcset=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2021\/11\/lucid-origin_image_of_a_woman_confused_that_the_wifi_isnt_connecting_on_her_tablet-2.jpg 1344w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2021\/11\/lucid-origin_image_of_a_woman_confused_that_the_wifi_isnt_connecting_on_her_tablet-2-768x439.jpg 768w\" sizes=\"(max-width: 1344px) 100vw, 1344px\" \/>When One Device Won&#8217;t Connect<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">If everything else works fine but one device refuses to connect, the problem is with that device \u2014 not your internet.<\/span><\/p>\n<h3><b>Quick Device Fixes<\/b><\/h3>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Restart the device <\/b><span style=\"font-weight: 400;\">(turn it off and on)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Forget the Wi-Fi network <\/b><span style=\"font-weight: 400;\">and reconnect with the password<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Check for software updates <\/b><span style=\"font-weight: 400;\">on the device<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Check if the device supports your Wi-Fi network <\/b><span style=\"font-weight: 400;\">(some older devices can&#8217;t connect to 5GHz networks)<\/span><\/li>\n<\/ol>\n<h2><b>When to Contact MATE Support<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">You should reach out if:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Your internet light is red or off (no NBN connection)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">You&#8217;ve tried all the troubleshooting steps and nothing works<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Your connection drops out multiple times a day<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The problem started suddenly and you haven&#8217;t changed anything<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">You&#8217;re on FTTN and getting speeds way below what you should<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">You suspect a line fault or network issue<\/span><\/li>\n<\/ul>\n<p><b>Before you contact support, have ready:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What troubleshooting steps you&#8217;ve already tried<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What your modem lights are showing<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">When the problem started<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Whether it affects all devices or just some<\/span><\/li>\n<\/ul>\n<p><!-- FAQ Section - Visible to Readers --><\/p>\n<div class=\"faq-section\" style=\"margin-top: 60px; padding-top: 40px; border-top: 2px solid #00b26b;\">\n<h2 style=\"color: #00b26b; margin-bottom: 30px;\">Frequently Asked Questions<\/h2>\n<div class=\"faq-item\" style=\"margin-bottom: 25px;\">\n<h3 style=\"color: #333; font-size: 20px; margin-bottom: 10px;\">Why does my internet drop out at the same time every day?<\/h3>\n<p style=\"color: #666; line-height: 1.6;\">This usually happens for one of two reasons: scheduled tasks on your modem (like automatic firmware updates) or peak-time network congestion. If it&#8217;s happening at 7-11pm, it&#8217;s probably congestion. If it&#8217;s happening at weird times like 3am, your modem might be updating itself. Check your modem settings or contact support to see if automatic updates can be rescheduled.<\/p>\n<\/div>\n<div class=\"faq-item\" style=\"margin-bottom: 25px;\">\n<h3 style=\"color: #333; font-size: 20px; margin-bottom: 10px;\">Can rain affect my NBN connection?<\/h3>\n<p style=\"color: #666; line-height: 1.6;\">Yes, but it depends on your connection type. FTTP is mostly immune to weather. HFC can be affected by very heavy rain. FTTN\/FTTB is the most vulnerable \u2014 water getting into old copper connections can cause dropouts. If your connection always fails after rain, you probably have a line fault. Contact support.<\/p>\n<\/div>\n<div class=\"faq-item\" style=\"margin-bottom: 25px;\">\n<h3 style=\"color: #333; font-size: 20px; margin-bottom: 10px;\">Should I buy my own modem or use the one from my provider?<\/h3>\n<p style=\"color: #666; line-height: 1.6;\">Provider modems are configured to work straight out of the box, which makes troubleshooting easier. If you buy your own, make sure it&#8217;s compatible with your NBN connection type and that you know how to configure it. For most people, the provider modem is the safer option.<\/p>\n<\/div>\n<div class=\"faq-item\" style=\"margin-bottom: 25px;\">\n<h3 style=\"color: #333; font-size: 20px; margin-bottom: 10px;\">Why does my internet work but some websites don&#8217;t load?<\/h3>\n<p style=\"color: #666; line-height: 1.6;\">This is usually a DNS issue, not an internet problem. DNS is like a phone book for websites \u2014 it translates web addresses into numbers your computer can understand. Try switching to a public DNS like Google (8.8.8.8) or Cloudflare (1.1.1.1) in your device settings. If that fixes it, your provider&#8217;s DNS servers might be having issues.<\/p>\n<\/div>\n<div class=\"faq-item\" style=\"margin-bottom: 25px;\">\n<h3 style=\"color: #333; font-size: 20px; margin-bottom: 10px;\">How do I know if my modem is faulty?<\/h3>\n<p style=\"color: #666; line-height: 1.6;\">Signs of a faulty modem include: constant dropouts that restart fixes temporarily, lights that randomly turn red or off, the modem getting extremely hot, or it not working even after a factory reset. If you&#8217;ve tried everything in this guide and it&#8217;s still broken, your modem might be dead. Contact your provider for a replacement.<\/p>\n<\/div>\n<div class=\"faq-item\" style=\"margin-bottom: 25px;\">\n<h3 style=\"color: #333; font-size: 20px; margin-bottom: 10px;\">Can my neighbour&#8217;s WiFi slow mine down?<\/h3>\n<p style=\"color: #666; line-height: 1.6;\">Sort of. In apartments and dense housing, everyone&#8217;s WiFi competes for the same radio channels. This creates interference that can slow everyone down. The fix is to change your WiFi channel to one that&#8217;s less crowded. Use a WiFi analyser app to see which channels your neighbours are using, then pick a different one.<\/p>\n<\/div>\n<div class=\"faq-item\" style=\"margin-bottom: 25px;\">\n<h3 style=\"color: #333; font-size: 20px; margin-bottom: 10px;\">Why is my internet slow during peak times but fine at 3am?<\/h3>\n<p style=\"color: #666; line-height: 1.6;\">Network congestion. Between 7-11pm, everyone&#8217;s streaming Netflix, gaming, and video calling. Your provider buys a certain amount of bandwidth from NBN Co, and when everyone uses it at once, it slows down. This is more common on older technologies like FTTN. If it&#8217;s consistently bad, you might need to switch to a provider with better peak-time capacity.<\/p>\n<\/div>\n<div class=\"faq-item\" style=\"margin-bottom: 25px;\">\n<h3 style=\"color: #333; font-size: 20px; margin-bottom: 10px;\">What does it mean when my modem light is orange?<\/h3>\n<p style=\"color: #666; line-height: 1.6;\">Orange usually means there&#8217;s a problem but it&#8217;s not completely dead. On most modems, orange indicates a degraded connection or partial service. Check your modem&#8217;s manual for what the specific light pattern means, then restart the modem. If it stays orange, contact support.<\/p>\n<\/div>\n<div class=\"faq-item\" style=\"margin-bottom: 25px;\">\n<h3 style=\"color: #333; font-size: 20px; margin-bottom: 10px;\">How long should I wait before calling support?<\/h3>\n<p style=\"color: #666; line-height: 1.6;\">If you have no internet at all, check for outages first, then try the basic troubleshooting (restart, check cables, check lights). If that doesn&#8217;t fix it within 30 minutes, contact support. For intermittent dropouts, try troubleshooting for a day or two to see if there&#8217;s a pattern. If it happens multiple times a day for several days, contact support.<\/p>\n<\/div>\n<div class=\"faq-item\" style=\"margin-bottom: 25px;\">\n<h3 style=\"color: #333; font-size: 20px; margin-bottom: 10px;\">Will upgrading my plan make my connection more stable?<\/h3>\n<p style=\"color: #666; line-height: 1.6;\">No. A faster plan gives you more speed, but it won&#8217;t fix dropouts or connection problems. If your connection is unstable, there&#8217;s a fault somewhere \u2014 upgrading won&#8217;t help. Fix the fault first, then consider upgrading if you need more speed.<\/p>\n<\/div>\n<\/div>\n    <div id=\"cta-nbn-btns\">\r\n        <div class=\"review-content-wrapper cta-nbn-btns d-flex flex-column flex-lg-row\">\r\n            <div class=\"rating d-flex flex-column flex-lg-row align-items-center\">\r\n                <div class=\"stars d-flex flex-row align-items-center justify-content-center mx-n1 mb-3 mb-lg-0 me-3\">\r\n                    <div class=\"item\">\r\n                        <img class=\"me-1\" loading=\"lazy\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/themes\/custom-theme\/assets\/images\/stars-full.png\" alt=\"star-1\" style=\"width: 24px; height: 24px;\">\r\n                    <\/div>\r\n                    <div class=\"item\">\r\n                        <img class=\"me-1\" loading=\"lazy\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/themes\/custom-theme\/assets\/images\/stars-full.png\" alt=\"star-2\" style=\"width: 24px; height: 24px;\">\r\n                    <\/div>\r\n                    <div class=\"item\">\r\n                        <img class=\"me-1\" loading=\"lazy\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/themes\/custom-theme\/assets\/images\/stars-full.png\" alt=\"star-3\" style=\"width: 24px; height: 24px;\">\r\n                    <\/div>\r\n                    <div class=\"item\">\r\n                        <img class=\"me-1\" loading=\"lazy\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/themes\/custom-theme\/assets\/images\/stars-full.png\" alt=\"star-4\" style=\"width: 24px; height: 24px;\">\r\n                    <\/div>\r\n                    <div class=\"item\">\r\n                        <img class=\"me-1\" loading=\"lazy\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/themes\/custom-theme\/assets\/images\/stars-full.png\" alt=\"star-5\" style=\"width: 24px; height: 24px;\">\r\n                    <\/div>\r\n                <\/div>\r\n                <div class=\"info mb-3 mb-lg-0 me-3\">\r\n                    Over<span class=\"no\"> 2500 <\/span> <span class=\"remarks\">5-star <\/span>reviews\r\n                <\/div>\r\n            <\/div>\r\n            <div class=\"product-review ms-3\">\r\n                <img src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/themes\/custom-theme\/assets\/images\/product-review.png \" alt=\"Product Review\" class=\"img-fluid\" height=\"32\" width=\"161\" style=\"height:32px;width:161px\">\r\n            <\/div>\r\n        <\/div>\r\n        <div class=\"content-bottom-links pt-3 mt-3 border-top\">\r\n            <div class=\"wrap\">\r\n                <h4 class=\"mb-4 flex-column flex-lg-row justify-content-start\">\r\n                    Are you ready to be our mate? Call now\r\n                    <a href=\"tel:13 14 13\" class=\"info-custombtn align-items-center\">\r\n                        <i class=\"fas fa-phone\"><\/i>\r\n                        <span class=\"tracknumber fs-5\">13 14 13<\/span>\r\n                    <\/a>\r\n                <\/h4>\r\n                <ul class=\"links list-unstyled d-flex flex-column flex-lg-row mt-3\">\r\n                    <li class=\"pb-3 pb-lg-0 pe-3\">\r\n                        <a href=\"https:\/\/www.letsbemates.com.au\/nbn\/\" class=\"btn btn-lg btn-yellow fs-16\">See our internet plans<\/a>\r\n                    <\/li>\r\n                    <li class=\"pb-3 pb-lg-0 pe-3\">\r\n                        <a href=\"https:\/\/www.letsbemates.com.au\/mobile\/\" class=\"btn btn-lg btn-yellow fs-16\">See our mobile plans<\/a>\r\n                    <\/li>\r\n                    <li class=\"pb-3 pb-lg-0 pe-3\">\r\n                        <!-- <a href=\"https:\/\/www.letsbemates.com.au\/nbn\/\" class=\"btn btn-lg btn-yellow\">see our bundle plans<\/a> -->\r\n                        <a href=\"https:\/\/www.letsbemates.com.au\/mate\/bundles\/\" class=\"btn btn-lg btn-yellow fs-16\">See our bundle plans<\/a>\r\n                    <\/li>\r\n                <\/ul>\r\n            <\/div>\r\n        <\/div>\r\n    <\/div>\r\n    \n<p>&nbsp;<\/p>\n<div>\n<div style=\"position: fixed; bottom: 10px; right: 20px; z-index: 2147483647;\" data-testid=\"notifications-container\"><\/div>\n<\/div>\n<div>\n<div style=\"position: fixed; bottom: 10px; right: 20px; z-index: 2147483647;\" data-testid=\"notifications-container\"><\/div>\n<\/div>\n<div>\n<div style=\"position: fixed; bottom: 10px; right: 20px; z-index: 2147483647;\" data-testid=\"notifications-container\"><\/div>\n<\/div>\n<div>\n<div style=\"position: fixed; bottom: 10px; right: 20px; z-index: 2147483647;\" data-testid=\"notifications-container\"><\/div>\n<\/div>\n<div>\n<div style=\"position: fixed; bottom: 10px; right: 20px; z-index: 2147483647;\" data-testid=\"notifications-container\"><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Your complete troubleshooting guide for NBN dropouts, WiFi issues, and connection problems, with step-by-step fixes that actually work. TL;DR &#8211; Quick Takeaways Most internet problems are either NBN connection faults or Wi-Fi issues. Knowing which one helps you fix it faster Check your modem lights first; they&#8217;ll tell you if it&#8217;s a network problem or&#8230;<\/p>\n","protected":false},"author":2,"featured_media":5779,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[23],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why Is My Internet Not Working? Quick Fixes &amp; Solutions<\/title>\n<meta name=\"description\" content=\"Internet not working? Fix slow speeds, WiFi issues &amp; nbn\/5G outages with our step-by-step troubleshooting guide. 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