What to Do if There's an NBN Outage

NBN outages can be a very frustrating experience, but it’s important to know what steps you can take if your connection drops out.

Written by 
Savvy Editorial Team
Savvy's content writing team are professionals with a wide and diverse range of industry experience and topic knowledge. We write across a broad spectrum of finance-related topics to provide our readers with informative resources to help them learn more about a certain area or enable them to decide on which product is best for their needs with careful comparison. Meet the team behind the operation here. Visit our authors page to meet Savvy's expert writing team, committed to delivering informative and engaging content to help you make informed financial decisions.
Our authors
, updated on February 13th, 2024       

Fact checked

At Savvy, we are committed to providing accurate information. Our content undergoes a rigorous process of fact-checking before it is published. Learn more about our editorial policy.

Internet Banner - Young frustrated woman on the phone to her internet provider after an NBN outage at her office

Experiencing an NBN outage can be a frustrating and disruptive situation, especially in our increasingly digital lives where internet connectivity is paramount. Whether you rely on the NBN for work, entertainment or staying connected with loved ones, it’s worth knowing some of the steps to take if the internet drops out in your area.

In Savvy’s comprehensive guide, you can explore what to do if you encounter an NBN outage, providing you with practical steps, troubleshooting tips and insights into resolving connectivity issues swiftly. Discover the best strategies for getting back online with minimal downtime with us today.

What can I do if I experience an NBN outage in my area?

Experiencing an NBN outage can be frustrating, but there are several steps you can take to address the issue promptly:

Check online for outages in your area

Begin by checking online for any outages reported in your area. Sites such as NBN Co, as well as certain providers, offer free outage checkers which allow you to look up your address to help you determine whether the problem is localised to your connection or if it's affecting a broader area.

Restart your modem or router

Sometimes, the issue may be with your modem or router. If the outage isn’t affecting other homes or businesses in your area, you can restart it. In terms of how to do so, you can try the following steps:

  1. Turn off your modem and router.
  2. Unplug them from the power source.
  3. Wait for about 5 minutes.
  4. Plug them back in and turn them on.

This process, known as power cycling, can help refresh your connection and resolve minor issues.

Check for online notifications from your provider

Visit your internet service provider's website or social media accounts for outage notifications and updates. They often provide information about the cause of the outage and an estimated time for resolution.

Contact your internet provider

Failing all of these, it's essential to get in touch with your provider’s customer support. You can usually find their contact information on their website or your account details. When you contact them:

  • Inform them of the outage and any troubleshooting steps you've taken.
  • Ask for information on the cause of the outage and when they expect to restore service.
  • Inquire about any compensation or alternative solutions they may offer, especially if the outage has lasted an extended period or has caused significant disruptions.

What are my options for staying online during an NBN outage?

When faced with an NBN outage, staying connected to the internet is crucial, especially for businesses and remote workers. Here are some options to consider for maintaining your online presence during an NBN outage:

Mobile hotspot

Most modern smartphones can be turned into mobile hotspots. This feature allows you to share your mobile data connection with other devices, such as laptops or tablets. To set up a mobile hotspot:

  • Go to your phone's settings and find the hotspot or tethering option.
  • Enable it and configure the settings (e.g., set a Wi-Fi password).
  • Connect your other devices to your phone's hotspot Wi-Fi network.

Public Wi-Fi

In urban areas, you can often find public Wi-Fi hotspots provided by businesses, libraries, cafes and other public spaces. Of course, to use public Wi-Fi, you’ll need to leave your home. This option may not be available to businesses, particularly in rural areas.

NBN modems with mobile backup

Some NBN plans offer modems with a built-in mobile broadband backup connection, typically 4G. These modems can automatically switch to a mobile network when the NBN is down, keeping you connected through your outage. Not all providers offer this, however.

What are the alternatives to the NBN if I’m unhappy with my connection?

If you find your NBN connection is consistently dropping out and you’re unhappy with your service, there are several steps you can take if you wish to switch providers or internet plans. These include:

Home wireless broadband

Home wireless broadband uses 4G or 5G mobile networks to provide internet access to your home, rather than a fixed line. It typically involves a wireless modem or router that connects to mobile towers. Speeds can vary based on your location and network congestion, but 5G internet can theoretically rival speeds possible on the highest NBN speed tiers. This option is a popular alternative for those in an area with good mobile coverage.

Mobile broadband

Like home wireless connections, mobile broadband relies on mobile networks to provide internet access, which can come via a data-only SIM card, USB dongle or a pocket Wi-Fi device. It’s designed for on-the-go connectivity or as a backup internet solution but generally isn’t used as a primary home or business connection due to the comparatively high cost per GB of data.

Fibre internet

In addition to the NBN, some providers offer an alternative, privately-owned fixed line connection, known generally as fibre internet. Providers such as Opticomm use the same technology as the NBN to achieve high speeds and performance but aren’t as widely available around Australia and commonly only utilise Fibre to the Premises (FTTP) connections, which limits their accessibility further.

Compare other NBN plans

If you're unhappy with your current NBN plan, it's still worth exploring other NBN options. You may wish to consider different NBN speed tiers (such as NBN 25, NBN 50 and NBN 100) and providers to find one that better suits your needs. You can compare plans online through Savvy today to help you determine whether there’s a better NBN solution out there for you.

By assessing these alternatives, you can identify a solution that addresses the issues you have with your current NBN connection or explore other NBN plans that better align with your preferences and requirements.

Helpful guides on internet plans

Internet Banner: A man in glasses sitting at a desk with a laptop

5G vs NBN

Find out the differences between 5G and NBN internet connections, including their availability, cost, reliability and more. With both 5G...

Internet Banner - An older couple smiling at a laptop at home

What is ADSL?

Once the most common internet connection in Australia, much of the ADSL infrastructure has now been replaced by the NBN....

Internet Banner - Young couple sitting on the couch comparing internet plans on their tablet

How Much Does Internet Cost?

Find out the average cost of NBN plans and other factors which can impact your internet bills right here. Wondering...

Internet Banner - Internet modem router sitting on a table while a woman uses her tablet in the background

Modem vs Router

Modems and routers are both important for your home or business internet connection, but what do they do? You might’ve...

Internet Banner - Senior couple looking at a tablet while sitting on the couch together

What NBN Speed Do I Need?

It’s crucial to know which NBN speed tiers are available so you can determine which is the best for your...

Internet Banner - Young woman sitting at a table on her tablet

Cable Internet Plans

Find out more about cable internet plans, how they work and what your alternatives may be with Savvy. Cable internet...

Internet Banner - A woman typing on a laptop in a kitchen

NBN Battery Replacement

An NBN battery can serve as a backup connection for your home or business, but it’s important to know when...

Compare internet plans with Savvy

Regardless of whether you're looking for an internet plan for a one-person household or for your medium to large business, you can compare a range of offers from leading Australian providers side by side with Savvy. Get started with a free, no-obligation quote today!


Savvy is partnered with Econnex Comparison (CIMET Sales Pty Ltd, ABN 72 620 395 726) to provide readers with a variety of internet plans to compare. We do not compare all retailers in the market, or all plans offered by all retailers. Savvy earns a commission from Econnex each time a customer buys an internet plan via our website. We don’t arrange for products to be purchased directly, as all purchases are conducted via Econnex.

Any advice presented above is general in nature and doesn’t consider your personal or business objectives, needs or finances. It’s always important to consider whether advice is suitable for you before purchasing an internet plan. For further information on the variety of internet plans compared by Econnex, or how their business works, you can visit their website.

$50 Woolworths eGift card terms and conditions
  • The Promoter is CIMET Sales Pty Ltd ABN 72 620 395 726. Level 18/570 George Street Sydney, NSW 2000. Econnex Comparison is powered by CIMET.
  • Promotion available on qualifying Broadband Plan purchases between 1st February 2024 to 31st July 2024 (“Promotional Period”) and may be withdrawn at any time by Econnex Econnex Comparison retains the right to change or alter the terms of this offer.
  • You (“Customer”) will receive $50 worth of Woolworths Bonus Store eGift Cards when you purchase a Broadband Plan via Econnex Comparison, subject to these Terms and Conditions.
  • Information on how to qualify to receive the Woolworths Bonus Store eGift Card forms part of these Terms and Conditions. Participation in this promotion is considered acceptance of these Terms and Conditions.
Eligibility requirements
  • To be eligible to receive the Woolworths Bonus Store eGift Cards, you must purchase the Broadband Plan via the following link: https://app.econnex.com.au/broadband?rcCode=90709
  • You must switch to a new Broadband retailer. Customers who change plans via Econnex but remain with the same retailer will not be eligible.
  • Your Broadband Plan must be connected within 30 days from the date of purchase.
  • Eligible Recipients will receive the applicable Woolworths Bonus Store eGift Cards by email up to 120 days after purchasing the Broadband Plan.
  • Econnex Comparison is not liable if any Customer details supplied are incorrect.
  • Econnex Comparison is providing this offer in conjunction with the retail services offered on its platform.
  • Details of Econnex Comparison retailers can be found at the following link: https://www.econnex.com.au/approved-providers-list
  • You must be an Australian resident aged 18 or over. Econnex Comparison may request you to provide a copy of your valid ID for identification purposes.
  • The Promoter reserves the right, at any time, to verify the validity to receive the Woolworths Bonus Store eGift Cards and Customer’s information (including the Customer’s identity, age and place of residence) and reserves the right, in its sole discretion, to disqualify any individual who the Promoter has reason to believe has breached any of these Terms and Conditions, tampered with the claim process, or engaged in any unlawful or other improper misconduct calculated to jeopardise fair and proper conduct of the promotion.
  • Errors and omissions may be accepted at the Promoter's discretion. Failure by the Promoter to enforce any of its rights at any stage does not constitute a waiver of those rights.
  • When the request for a connection cannot be completed, is unsuccessful, or a request is made for the cancellation of your Broadband Plan within the first 30 days from the date of connection, you will not be eligible to receive any gift card.
  • Woolworths Bonus Store eGift Card is subject to any issuer Terms and Conditions.
  • Any ancillary costs with redeeming the gift cards are not included.
  • No responsibility is taken for any lost or stolen Woolworths Store Bonus eGift Cards.
  • If the Woolworths Bonus Store eGift Cards are unavailable, the Promoter reserves the right to substitute the Woolworths Bonus Store eGift Cards to a card with equivalent value, subject to directions from a regulatory authority.
  • If the offer is not able to be conducted as reasonably anticipated, due to any reason beyond the reasonable control of the Promoter, including but not limited to: technical difficulties, unauthorised intervention or fraud, the Promoter reserves the right, in its sole discretion, to the extent permitted by law: a. to disqualify any individual; or b. to modify, suspend, terminate or cancel the promotion, as appropriate.
  • This promotion cannot be used in conjunction with any other offer from Econnex
Econnex Comparison Terms and Conditions.
  • Econnex Comparison will transfer your Broadband Plan request and details to the selected retailer.
  • Econnex Comparison may contact you to clarify any details or discrepancies in the information you provided for your Broadband Plan purchase.
  • To cancel your request, you will need to contact the Broadband Plan retailer and inform them of your decision.
  • Please note that we do not compare all brands in the market, or all products offered by all brands.
  • If you have any inquiries regarding your Broadband Plan purchase, you can contact us directly at 1800 013 000 or email us at [email protected]
  • Econnex Comparison Terms and Conditions: https://www.econnex.com.au/terms-and-conditions/
  • By participating in this promotion, the individual authorises the Promoter to collect, hold, use and disclose their personal information in accordance with Econnex’s privacy policy, including providing such information to third parties such as contractors, service providers, suppliers and where required or authorised by law. Econnex’s Privacy policy can be found at https://www.econnex.com.au/privacy-policy
  • Econnex may, unless the individual tells us not to, use the information to communicate with them by mail or electronically by, for example, email, phone, SMS to issue direct marketing and commercial communications telemarketing calls.
  • To opt out of direct marketing access, update, or correct personal information you may contact us at [email protected]
Other Information
  • Woolworths Group Ltd ABN 88 000 014 675 is the issuer of the Woolworths Bonus Store eGift Card but is not the Promoter of the offer nor responsible for fulfillment of the offer terms.
  • Woolworths Bonus Store eGift Cards have a fixed term expiry as displayed on the front of the gift card and are redeemable in-store and online at Woolworths Supermarket stores only.
  • Woolworths Bonus Store eGift Cards are valid for 3 months from the issue date and Woolworths Bonus Store eGift Cards are not reloadable or redeemable for cash.
  • Econnex Comparison and Woolworths will not replace, expired, lost, stolen, or deleted Woolworths Bonus Store eGift Cards.
  • Check your Spam/junk email if you have not received a Woolworths Bonus Store eGift Card in your inbox within 120 days after activation of your Energy, Electricity or Gas Plan.
  • Woolworths Store Bonus eGift Card is sent via email from [email protected] or [email protected]
  • For enquiries related to the application, gift cards, or adding or removing any details on the application, please contact the Econnex Comparison at 1800 013 000 or e-mail us at [email protected]
  • For the balance and transactions history on this Woolworths Bonus Store eGift Card and Woolworths Terms and Conditions visit https://woolworths.com.au/giftcards or call 1300 101 234.
Internet Banner - Young frustrated woman on the phone to her internet provider after an NBN outage at her office

We'd love to chat, how can we help?

By clicking "Submit", you agree to be contacted by a Savvy Agency Owner and to receive communications from Savvy which you can unsubscribe from at any time. Read our Privacy Policy.