If your 10mates Fibre (FTTB) 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. Your service may just be affected by an outage or planned maintenance. You can check your address on our Network Status page.

   If there is an outage or planned maintenance, the results will give you an estimated fix time.

2. Find your modem and make sure the cables are plugged in securely and not damaged. Our setup guide will show you how to plug in.You’ll need to replace any broken or chewed cables. Not all setups have a Network Termination Unit (NTU).
3. Turn off the your modem’s power outlet for at least 10 seconds.
4. Turn the outlet back on and wait for your modem’s Internet light to come on, then see if you can visit a website.
   
5. If you have a Network Termination Device (NTU) and you notice any of these status light behaviours, please call us on 1300 030 692.Select your NTU model
   

   Adtran® 422G Gfast NTU	Flashing green Gfast light
   LEANetwork NTU	Flashing green OUT or Warning light
   Power/DIAG NTU	Red DIAG light

6. 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.

7. 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.

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