Internet troubleshooting and outages
Something not working? View our help and troubleshooting steps to help you get your internet service running smoothly.
Change your Wi-Fi password
You can change your Wi-Fi password for your AGL internet service by accessing the modem settings. If you brought your own modem, you'll need to find specific steps through the manufacturer. If you got your modem through AGL, the steps are below.
Here are the steps to change your Wi-Fi password on your Comnect modem sent to you from AGL:
- Connect to your modem using an ethernet cable
- Open up a web browser and in the web address bar, go to 192.168.1.1
- Login using 'admin' for the username and 'support180' for the password
- Select Basic Setup, then Wireless
- Select Security, then choose either 2.4GHz or 5GHz and select SSID.
- In the WPA/WAPI passphrase field, enter your new password
- Apply/Save the settings to complete.
Note: You'll need to disconnect and reconnect through Wi-Fi to test.
Here are the steps to change your Wi-Fi password on your Netcomm modem sent to you from AGL:
- Connect to your modem using an ethernet cable
- Open up a web browser and in the web address bar, go to http://cloudmesh.net
- Login in using ‘admin’ for the username. The password will be printed on the back label of the modem
- Select Wireless from the menu
- In the Password field, enter your new password
- Select Save to complete
Note: You'll need to disconnect and reconnect through Wi-Fi to test.
My Wi-Fi isn't working
If your Wi-Fi isn't working but you're able to access the internet through ethernet, it may be because your modem has Wi-Fi turned off.
Depending on the model of your modem, you should have two buttons located on the front or the side panel. The Wi-Fi button is used to toggle Wi-Fi on or off. The WPS button is a temporary method of connecting to Wi-Fi which you shouldn't have to use if you're connecting through the Wi-Fi SSID and security key.
If your Wi-Fi is turned on and you're still unable to connect, the issue may be to do with the internet connection. See the section below for further troubleshooting steps.
Internet connection troubleshooting
If your having issues connecting to the internet, follow these steps before contacting us.
Most common connectivity issues can be solved by restarting the modem. To do this, turn off the modem and unplug the power source for at least 30 seconds, then power it back on. Don't press the reset button as this will wipe your modem's settings and you'll need to complete the set up process again.
Once it's powered on, wait 2-3 minutes for the settings to sync, then try accessing this internet.
Depending on your connection, you may have access to an nbn connection box. This is the box that your modem connects to (not the modem itself) and may also need to be reset.
To reset the nbn connection box, turn off the power at the wall switch and unplug the power cable. While it's unplugged, take the cover off the box and ensure the interior cables are pressed in fully. Wait at least 30 seconds before plugging it back in and turning it on, then wait 2-3 minutes for the settings to sync before trying to access the internet.
Some connection types such as Fibre to the Node (FTTN) won't have access to an nbn connection box. If you're still having issues, contact our team using the support options below.
If you're still having issues after you've reset your equipment, the issue may be due to a network outage in your area. You can check to see if there's an outage or any planned maintenance at your address on nbn Network Status And Outages.
If there isn't an outage, and you're still experiencing issues, get in contact with our team using the support options below.
Slow speeds or drop-outs
Slow speeds and drop-outs can be caused by a number of issues but most of the time can be fixed by restarting your modem and the nbn connection box (if applicable). For instructions on how to do this, view the section above.
If your speed or drop-out issues continue, please complete the following two steps before getting in contact us.
Sometimes speed issues or drop-outs can be caused by other devices or equipment that are connected to your phone sockets, nbn connection box or modem. To eliminate these as the source of this issue, the first thing to do is to complete an isolation test. Here are the steps:
- Disconnect all equipment from phone sockets and nbn connection box, (if applicable). This includes your modem, phones (or fax), splitters and filters.
- Leave them disconnected for 10-15 minutes. This is important, as it will ensure back-end systems restart your connection when you come back on.
- Reconnect only your modem to your phone socket or nbn connection box, then power it on.
- After 2-3 minutes, try accessing the internet.
If the internet is working at normal speeds, the issue may be coming from another device. To isolate which device is causing issues, plug them in]one at a time and re-test your connection.
If you need to contact our team about slow speeds or drop-outs, one of the first things we need to know is the results of a speed test. Here's how to complete a speed test:
- Connect a laptop or computer to your modem using an ethernet cable. If you only have Wi-Fi compatible devices, you're still able to do this, but slow speeds or drop-outs may still be as a result of your Wi-Fi connection.
- Open a browser and go to SpeedTest.net
- Complete 3 speed tests at least 2 hours apart and save the results with a screenshot.
If the results show a slow speed, get in contact with us.
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