If your 10mates nbn FTTB/N 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 nbn®’s Network status and outages page and our Network Status page.

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

2. If you have a phone with mobile data, use it to run an nbn service test in My Account.If the nbn service test identifies an issue, we’ll contact you.
3. If you think an incompatible modem has been plugged in at your place, please call us on 1300 030 692 so we can get your connection unblocked. If an incompatible modem is detected, nbn® will block a connection to stop wider network issues. All 10mates modems are white-listed with nbn®.
4. Find your nbn 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.
   
5. Turn off your modem’s power outlet for at least 10 seconds.
6. Turn the outlet back on and wait for your modem’s Internet light to come on, then see if you can visit a website.
   

7. 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.

8. 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.

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