Internet troubleshooting and outages

Try these steps if your internet is not working, dropping out or too slow.

Internet connection troubleshooting

If you’re having issues connecting to the internet, or having slow speeds or drop-outs, try these steps before contacting us. These steps may also help with home phone or VoIP (Voice over internet protocol) issues like static or delays.

If your Wi-Fi is not working but you can access the internet when you connect to your modem with an ethernet cable (this is the cable you’d use to plug your PC, PlayStation or other consoles into your modem), it may be because your modem has Wi-Fi turned off.

You should find your Wi-Fi button on the top, front or side panel of your modem, depending on the model. You’ll know it’s turned on if the light is green.

If your Wi-Fi is turned on and you're still unable to connect, the issue may be the internet connection. See below for internet troubleshooting steps.

Most common internet connection issues can be solved by powering the modem off and on again.

Do not press the ‘Reset’ button. This will wipe your modem settings and you’ll need to complete the setup process again.

To power your modem off and on again:

  1. Turn off the modem using the power button. It may be labelled ‘Power’, ‘On/Off’ or have a power symbol.
  2. Turn off the power at the wall switch and unplug the power cable for at least 30 seconds.
  3. Plug the power cable in again and turn the modem back on using the power button.
  4. Wait two to three minutes.
  5. Try accessing the internet.

You may have access to an nbn box. This is the box that your modem connects to (not the modem itself).

To reset the nbn connection box:

  1. Turn off the power at the wall switch and unplug the power cable.
  2. While it’s unplugged, take the cover off the box and make sure the cables inside are pressed in fully.
  3. Wait at least 30 seconds before plugging it back in and turning it on.
  4. Wait two to three minutes before trying to access the internet.

You will not have access to an nbn connection box if you have Fibre to the node (FTTN) or Fibre to the building (FTTB).

If you're still having issues after you've reset your equipment, the issue may be a network outage in your area. You can check to see if there's an outage or any planned maintenance at your address on our service status and nbn outages page or the nbn network status page.

If there's no outage and you're still having issues connecting, contact us.

Or, if you’re having slow speeds or drop-outs, try the steps below.

If slow speeds or drop-outs continue

If you’ve tried the internet troubleshooting steps above and your slow speeds or drop-outs continue, try these two steps before contacting us.

Sometimes speed issues or drop-outs can be caused by other devices that are connected to your phone sockets, nbn connection box or modem. Here’s how to find out if another device is causing the issue:

  1. Disconnect all equipment from phone sockets and your nbn connection box (if you have one). This includes any modems, phones, faxes, splitters and filters.
  2. Leave them disconnected for 10 to 15 minutes.
  3. Reconnect only your modem to your phone socket or nbn connection box, then power it on.
  4. Connect your phone or computer to the modem with Wi-Fi or a cable.
  5. After two to three minutes, try accessing the internet.

If the internet is working at normal speeds, the issue may be coming from another device. To find out which device is causing issues, plug them in one-by-one with your modem and retest 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. If you can do a speed test with an ethernet cable, you should do this instead of a wireless speed test.

Speed tests with an ethernet cable

  1. Use your ethernet cable to connect a laptop or computer to your modem.
  2. Open a browser and go to SpeedTest.net.
  3. If the results show a slow speed, contact us.

Wireless speed tests

  1. Disconnect all other wireless devices from your modem, so only the device you’re using for the speed test is connected to Wi-Fi.
  2. Position the device as close to the modem as possible.
  3. Run three speed tests and take note of the average of the speeds.
  4. If the results show a slow speed, contact us.

Change your Wi-Fi password

You can change your Wi-Fi password for your AGL internet through the modem settings. If you brought your own modem, you’ll need to find instructions through the manufacturer. If you got your modem through AGL, find help below:

You can change your Wi-Fi password using the Eero app.

You’ll need to reconnect any wireless devices to Wi-Fi with your new password.

  1. Connect to your device using an ethernet cable.
  2. Open a web browser and enter tplinkwifi.net or 192.168.0.1 in the address bar.
  3. Enter admin for both username and password.
  4. Select ‘Basic Setup’, then ‘Wireless.
  5. Choose either 2.4GHz or 5GHz.
  6. In the password field, enter your new password.
  7. Select ‘Apply’ or 'Save'.
  8. Reconnect any wireless devices to Wi-Fi with your new password.

Image of TP-Link modem wireless settings. For two sections called ‘2.4GHz wireless’ and ‘5GHz wireless’, the ‘network name’ and ‘password’ fields are circled in red where the user can input a new password.

 

  1. Connect to your device using an ethernet cable.
  2. Open up a web browser and enter 192.168.1.1 in the address bar.
  3. Enter admin for the username and support180 for the password.
  4. Select ‘Basic Setup’, then ‘Wireless.
  5. Select ‘Security’, then choose either 2.4GHz or 5GHz and select ‘SSID’.
  6. In the ‘WPA/WAPI passphrase’ field, enter your new password
  7. Select ‘Apply’ or 'Save'.
  8. Reconnect any wireless devices to Wi-Fi with your new password.

 

  1. Connect to your modem using an ethernet cable.
  2. Open up a web browser and enter 192.168.20.1 in the web address bar.
  3. Enter admin for the username. The password will be printed on the back label of the modem.
  4. Select 'Wireless' from the menu.
  5. Enter your new password in the password field.
  6. Select ‘Save’.
  7. Reconnect any wireless devices to Wi-Fi with your new password.

For more support

If the steps on this page have not resolved your issues, you can:

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DS244WTV modem - A way to circumvent the DNS server connection issues

Long story short we were having intermittent connection issues since day 1 but whenever we got close to breaking point the connection started working well for a while so we stuck around but this week my partner (WFH) finally had enough after wasting time on the phone with tech support. We are using a HFC NBN connection and the NTD always shows "online", the DS244WTV modem has all the right lights on and restarting both does get us connected sometimes but not this time. I started digging through the gateway page 192.168.1.1 (user:admin pw:support180) and found tools->ping. I tried both primary (172.30.30.10) and secondary (172.30.30.11) DNS who were set automatically at first installation and both failed. I then tried Google DNS (8.8.4.4) and OpenDNS (208.67.222.222) and pinging them was successful. Now I feel like an idiot because a Google search shows forum entries showing that people were having Southern Phone DNS server issues for years and this problem seems to persist. The workaround on the DS244WTV: BasicSetup->WAN Service, tick IPv4 Static DNS, add 2 open DNS servers e.g. Google at 8.8.8.8 or 8.8.4.4 https://www.lifewire.com/free-and-public-dns-servers-2626062 As soon as I saved the new settings we were back online immediately. Turns out we had internet all the time we just couldn't reach the 2 DNS servers to translate the requested address. I'm posting this in the hope that this workaround might help someone who experiences intermittent connection issues when all the lights on the NTD and modem suggest that nothing is wrong.

user avatar Updated: Jan 2023 SOLVED


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