By Ned McRae
For the latest on SpinTel's NBN status, check here.
Need to check the broader NBN network? Visit the official NBN Co outage map.
The National Broadband Network (NBN), Australia’s largest broadband network, offers internet services to homes and businesses nationwide. NBN connections are designed to be reliable, but network outages can still occur. This guide will explain why NBN outages happen and provide you with troubleshooting tips to minimise downtime.
WHY DO NBN OUTAGES HAPPEN?
The NBN relies on technologies like fibre and fixed wireless networks, which can be susceptible to outages. Here are some of the common causes of an NBN outage:
Network maintenance: NBN Co may perform upgrades or repairs to ensure network efficiency.
Equipment failure: Issues with modems, routers, or other network hardware or software.
Environmental factors: Extreme weather conditions, such as storms or bushfires, can damage network infrastructure.
Human error: Occasionally, human activities or errors can cause service disruptions.
Understanding the cause of an outage can help you find the right solution faster.
How to Get Back Online Quickly
Follow these steps to troubleshoot and restore your connection.
Step 1: Check Your Equipment First
Before assuming there’s an NBN outage, check your modem, router, and cables. Most internet issues are caused by equipment faults rather than network failures.
- Check your cables: Ensure all cables are securely connected and undamaged.
- Restart your modem/router: Turn it off, wait 30 seconds, then turn it back on.
- Check your NBN Connection Box:
- Solid blue lights = connection is stable.
- Red or no lights = possible issue. Turn it off for 30 seconds and restart it.
- Reset your NBN box: If issues persist, press a pin into the reset hole for 10–15 seconds: See our guide for resetting your NBN box
Tip: A faulty router can sometimes mimic an NBN outage. Troubleshooting your equipment first saves time before contacting support.
Step 2: Check for a Widespread NBN Outage
If your equipment appears fine, check if there’s a network-wide outage in your area.
- Visit the NBN Co Outage Map: This provides real-time updates on:
- The type of outage (maintenance, technical fault, weather).
- The estimated restoration time.
- The number of affected customers.
- Check SpinTel’s NBN status page for provider-specific updates.
- Monitor social media: Some providers post outage updates on Twitter or support pages.
If there’s an officially reported outage, NBN Co is already working on restoring service.
Tip: If the outage persists, check the NBN outage map regularly for updates.
Step 3: Contact Your Service Provider
If your equipment is working and there’s no reported NBN outage, contact your internet provider for further troubleshooting.
- Explain: Confirm if an outage is affecting your service.
- Advise: Offer additional troubleshooting steps.
- Support: Arrange a technician visit if necessary.
Tip: Before calling, note when you lost connection. This helps diagnose the issue faster.
Step 4: Stay Informed and Plan for Outages
To avoid future disruptions:
- Subscribe to outage alerts from your provider.
- Check the NBN outage map regularly during downtime.
- Consider a backup option like a 4G/5G modem if internet access is critical.
Tip: Need internet during an outage?
- Use mobile data - Set up a personal hotspot on your phone (avoid data-heavy activities)
- Connect to public Wi-Fi – Libraries, cafes, and some public spaces offer free Wi-Fi.
Thinking of switching providers? See SpinTel's award-winning NBN plans.
See Plans
This guide helps you quickly identify and resolve NBN outage issues. By checking your equipment first, confirming network outages, and contacting your provider when needed, you can minimise downtime and get back online faster.
For the latest updates, keep an eye on the NBN outage map and your provider’s status page.
If you're experiencing ongoing issues, it might be time to upgrade your plan or switch providers.
FREQUENTLY
ASKED QUESTIONS
This FAQ will answer some of the more general questions you might have about
your order, click a question below to fast-forward to a section.
Check the
NBN outage map to confirm if there’s a network issue affecting your area.
Outage durations vary based on the cause, but the
NBN outage map provides estimated restoration times.
- Network outages – Check the NBN outage map to see if there’s an issue in your area.
- Equipment issues – Modems, routers, or NBN connection devices can malfunction.
- Weather events – Storms and extreme conditions can disrupt services.
- Power outages – Some NBN connections require power to function.
- Network outages – High usage periods can slow down speeds or cause dropouts.
If you're experiencing ongoing issues, try restarting your modem/router or contact your service provider.
To check if your modem or router is the issue:
- Restart it – Turn it off, wait 30 seconds, and turn it back on.
- Test a different device – Turn it off, wait 30 seconds, and turn it back on.
- Use a wired connection – If other devices are working fine, the issue might be with one specific device.
- Check for overheating – If the modem/router is unusually hot, it may be malfunctioning.
- Contact your provider – They can run remote diagnostics or advise if you need a replacement.
- Use mobile data – Set up a personal hotspot from your phone.
- Check if your provider offers backup options – Some ISPs provide 4G/5G backup modems during outages.
- Connect to public Wi-Fi – Libraries, cafes, and public spaces may have internet access.
Avoid data-heavy activities like streaming when using a hotspot to prevent excess charges.
For real time updates:
- Check the NBN outage map – This shows reported issues and estimated resolution times.
- Contact your internet provider – NBN Co does not deal with individual customers, so your ISP is your main point of contact
- Monitor social media or ISP websites – Some providers post outage updates on Twitter or their support pages.
Recent outages may cause temporary slowdowns as the network stabilises. Other possible causes include:
- Equipment issues – like an outdated or overworked router, might also impact speed.
- Network congestion – Peak-hour traffic can affect speeds
- Monitor social media or ISP websites – Nearby electronics can disrupt the signal.
If the issue persists, try a
speed test and contact your provider.
While you can’t prevent network-wide issues, maintaining equipment and keeping it updated can reduce potential disruptions.
- Keeping your equipment updated – Ensure your mordem/router firmware.
- Using a surge protector – Protect your modem and NBN connection device from power surges.
- Having a backup connection – Consider a 4G/5G modem as a backup if your provider offers one.
If the outage persists, contact your provider to check for underlying service issues.
Unplanned NBN outages can be caused by various factors, including:
- Network Faults – Issues with NBN infrastructure.
- Severe weather – Storms, floods, and high winds can damage cables and equipment.
- Power outages – Some NBN connection types rely on mains power.
- Technical failures – Equipment malfunctions within the network.
- Accidental damage – Construction work or digging can damage NBN cables.
Check the
NBN outage map or contact your provider for more details.
If you're experiencing an NBN outage, first check the
NBN outage map to confirm if it's a network issue. If your address isn't listed, contact your internet service provider to report the issue. They can investigate and escalate it to NBN Co if needed.
Once the NBN outage is resolved, follow these steps to restore your connection:
- Restart your modem/router – Turn it off, wait 30 seconds, then turn it back on.
- Check your cables – Ensure all connections are secure.
- Run a speed test – If speeds are still slow, there may be lingering issues.
- Contact your provider – If your connection isn't back to normal, your ISP can run diagnostics.
