Troubleshooting Home Wireless Broadband for No Connection

Please note: Your Home Wireless 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.

If your 4G Home Wireless Broadband service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.

1. Make sure that your SIM is inside the SIM slot. If the SIM is missing, please call us on 1300 788 233 to order a replacement.
   
   NetComm NL20 Modem
   Smart Modem Gateway
   
   Note: Your SIM card slot may be covered by a black sticker to prevent tampering.
   

   

2. Make sure that your modem cables are plugged in and not damaged.
   
   You’ll need to replace any broken or chewed cables

3. Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
4. Turn the outlet back on and wait approximately 3 minutes for the modem lights to settle, then try to view a website.
   
   NetComm NL20 Modem
   

   Smart Modem Gateway

   

4. Check your modem's 4G light. If it's red, move your modem to a different location, ideally near a window and away from direct sunlight.
    
   Can't get a good signal? Give us a call on 1300 788 233 for further assistance.
5. 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.
6. If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
7. Attempt to view a website on a device connected to your modem via Ethernet cable, not WiFi. If Ethernet works but WiFi doesn't, confirm that the WiFi lights on your modem are on.
   Note: Pressing the WiFi button on the side of the modem will turn WiFi on/off. WiFi may have been turned off accidentally.
8. Still can't get online? Please call us on 1300 788 233 for further assistance.