What to do during internet downtime

It can be frustrating when you can’t get online, especially when you’re right in the middle of doing something.

If your internet goes down, first things first, try turning your modem off and then on again. If this doesn’t give you any relief, there’s no reason to panic. We’ve put together a survival guide to walk you through a simple plan of action for when your internet has some trouble connecting.

Find out if it’s an outage

Thankfully, these days the average Australian has a backup plan to get online – namely, their smartphone. While you don’t want to chew up too much of your mobile data doing the same kind of stuff that you would on your home broadband, it’s a great way to quickly check if you’re being affected by a service outage. Just follow these easy steps:

  • Hop online and visit
  • Be sure to select the “I’m an NBN™ Customer” option if you have an NBN™ service.
  • A list of faults and maintenance work will auto-load, listed by location (suburb).
  • If you find a fault listed for your suburb an issue, you can click “More info” for more details and an estimate resolution time.


Our Network Status page does more than just give advice about faults; you can also see a list of planned upgrades scheduled to roll out in different areas. If you’re living in an area where a lot of telecommunications infrastructure is being upgraded, it’s a convenient way to check if you can expect any downtime and plan in advance.

Troubleshoot your connection

If our indicates that everything should be running smoothly, it’s time to do a few health checks on the broadband equipment you have plugged in at your place.

iiHelp, our online support website, has simply, step-by-step troubleshooting guides for every kind of iiNet internet service. These guides will walk you through everything you can try at home without the assistance of someone on our Support Team, which means you don’t need to wait on the phone.

Here’s our guides for “No Connection” on each kind of internet service:

You can also check out the category pages for Troubleshooting Broadband and Troubleshooting NBN™ for even more handy guides.

When it’s time to call for help

If troubleshooting doesn’t help, then it’s time to call our 24/7 Support Team on 13 22 58 for assistance. Be sure to explain all the troubleshooting steps that you’ve already followed so our customer service rep can make a record of it and skip over those steps (after all, there’s no need to do it twice).

There may be further troubleshooting our team members can do on their end, but if your service is still offline, then we’ll need to lodge a fault on your service. Once a fault is lodged, we’ll keep you up-to-date with its progress and contact you if we need to book any appointments for a technician to visit your premises.

Take care of your tech

In the event that you do need to wait for an outage or service fault to be resolved, then you may want to shake up your schedule with a bit of love and care for the tech that you use to get online.

If you want to do something truly engrossing (and kind of gross, but in a satisfying way) then you may want to grab some isopropyl alcohol and clean your keyboard. For something that you touch with your hands every day, it may alarm you to find out just how much dust and grime is hiding under those keys!


PC-passionate people all over the world have created a number of helpful guides to help you get your computer setup pristine and perfectly organised, including:

When you do get back online, you’ll probably feel purer, somehow, or at least you can take pride in a job well done.

What are your top tips for troubleshooting and tech maintenance? Share them in the comments.

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  1. Coleen Coleman says:

    Good advice only hope I can remember it all if I need you

  2. Had a friend call the other day – he was having trouble with his internet connection. I suggested some steps to take and I’m pleased to note that they more or less follow your advice. Thanks for the head up.

  3. Don Many says:

    If downtime is known to be going to occur, it would be good if iiNet or Westnet emailed us before hand to let us know.
    After all, this is only good customer service.

    • Leo Yarnold says:

      Hi Don,

      We have a mailing list just for this specific purpose! We inform our customers of any upcoming planned outages and you can add yourself to this list via the iiNet Toolbox.

      – Leo

  4. alf says:

    I don’t think you realize what you just said.
    “what to do in Internet down time” and under that was “Read More”.

  5. Marilyn Stephens says:

    Good to read as there have been problems with service over past couple of weeks. Can you supply this in pdf version so I can keep on hand – sorry I am a Luddite and still keep paper backup which would have helped recently if I had had this