If your 5G Home Broadband service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.

1. Have you moved house recently? You’ll need to relocate your service online.You may need to switch to a different type of internet depending on what’s available at your new address.
2. Find your 5G Modem and make sure that your SIM is inside the SIM slot. If the SIM is missing, please call us on 1300 030 692 to order a replacement. Nokia FastMile 3.2 5G Modem
   Supplied from April 2024
   

   Sagemcom 5866 5G Modem
   Supplied from December 2021 to April 2024 

   

   Nokia FastMile 5G Modem
   Supplied from September 2021 to April 2022 

   
3. Make sure that your modem’s cables are plugged in securely and not damaged.You’ll need to replace any broken or chewed cables.
4. Turn off your modem’s power outlet for at least 10 seconds.
5. Turn the outlet back on and wait for your modem’s Internet light to come on, then see if you can visit a website.
6. Turn the outlet back on and wait 5 minutes for your modem to reboot.

7. Check the Signal lights on your modem. If the lights indicate no signal or a weak signal, try moving your modem to a different spot.

   Can’t get a good signal? Give us a call on 1300 030 692 and we’ll help you out.

   Nokia FastMile 3.2 5G Modem – 5G light off or Signal lights 1 bar

   

   Sagemcom 5866 5G Modem – Signal lights 1 bar

   

   Nokia FastMile 5G Modem – Centre light red and/or 5G light off
   The lights on the the outer ring will show the direction the signal is coming from.

   

8. Do you have any devices connected to your modem with an Ethernet cable? If these devices can visit a website but devices on WiFi can’t, switch to troubleshooting WiFi No Connection.

9. If you can view websites on some devices but not others, even when they’re both connected the same way, you may need to fix some browser settings. Check out our guide on Browsing issues.

10. Still can’t get online? Please call us on 1300 030 692 and we’ll help you.