Troubleshooting 5G Home Broadband for No Connection

Please note: Your 5G Home Broadband service is only for use at the address nominated on your application. If you've moved home, please see Moving Home and contact us to make arrangements.
 

• Confirm that your Micro SIM card is present and fully inserted in the Micro SIM slot located on the base of your modem. If the SIM card is missing, please call us on 1300 788 233.
  
  
  Nokia FastMile 3.2 5G Modem
  Supplied from March 2023 
  
  Sagemcom 5866 5G Modem
  Supplied from December 2021 to March 2023 
   
  Image

  
  
  Nokia FastMile 5G Modem
  Supplied from October 2021 to April 2022 
  Image

  
• Ensure your modem is connected correctly, with cables in good condition and plugged in securely. See our Setup Guide for more information.
• Turn off the electrical outlet for your modem and leave it off for at least 60 seconds.
• Turn the outlet back on and wait approximately 5 minutes for the modem lights to settle, then attempt to view a website.
• If your modem lights indicate a low signal, move your modem to another location, ideally near a window and away from direct sunlight.
  Note: If your modem's signal lights remain off or red after rebooting, please call us on 1300 788 233 for assistance.
  
  Nokia FastMile 3.2 5G Modem - 5G light off or Signal lights 1 bar
  Supplied from March 2023 
  Note: The Centre light indicates 4G signal. When the 5G light is lit, the Signal light will show the 5G signal strength. Learn more .
  
  
  
  Sagemcom 5866 5G Modem - Signal lights 1 bar
  Supplied from December 2021 to March 2023
   
  Image

  
  Nokia FastMile 5G Modem - Centre light red and/or 5G light off
  Supplied from October 2021 to April 2022 
  Note: The Centre light indicates 4G signal. When the 5G light is lit, the Signal Direction light on the outer ring will indicate the direction of the strongest 5G signal. Learn more.
  Image

  
• If you're testing on a WiFi device, stand next to your modem to rule out any WiFi signal issues. Move further away and monitor the WiFi signal strength.
• If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
• If you still can't get online, please call us on 1300 788 233 for further assistance.