My service is dropping out, what do I do?

  • Updated

Dropouts can be caused by a range of different internal and external connectivity issues. It's important to record a bit of information on these dropouts to aid our customer service team in narrowing down the cause to get this service working again.

Check below for the most common information our team will ask for based on your service type when helping resolve these dropouts.

Easy fixes for Wi-Fi issues: When you notice a dropout occur, do you devices show as still connected to your Wi-Fi network or ethernet cable, but without internet access, or do you notice the devices seem to disconnect from the Wi-Fi network/ethernet cable entirely?   If you are noticing this occur, please check out our Wi-Fi tweaks page, as you may be able to resolve this fairly simply.  

 

What service type do I have?

  • It's important to note the following information when investigating Fixed Wireless dropouts: Check the light on your PoE injector (the power supply for your dish on the roof) is showing a solid light and isn't flashing off during a dropout.

    Please note if the display screen or lights on your router change at all when a dropout occurs, it may even be helpful to take a reference photo when the service is working.

  • If your neXus service is dropping out, please check what colour light your Prism Edge router shows during these dropouts, as this will help us determine the cause.

  • It is always worth checking the nbn’s network status page, as maintenance and unplanned interruptions can sometimes cause dropouts. If there is no planned outage, please gather the information below (based on your service type) so our team can help you determine the cause of the dropouts.

    nbn FTTN/FTTB (Fibre to the node/Fibre to the building)

    For these services, we would like to specifically look at the behaviour of the Power, DSL/Broadband/Sync and Internet lights on your modem-router when a dropout occurs. Please take photos/videos as appropriate and ensure you can describe to our team what these lights were doing during the dropout.

    nbn FTTP/FTTC/HFC (Fibre to the premises/Fibre to the curb/Hybrid fibre coaxial)

    For these services, please check the behaviour of the Power & WAN lights when a dropout occurs.    It is also important to note what lights are displayed on nbn Network Termination Device (NTD) or Netword Connection Device (NCD) as well.

    The NTD or NCD are typically in the garage of your home, although can be located outside near the meter box, and on some occasions, inside nearby where you connect your router.

  • Please check in with Opticomm's network status page here, as maintenance and unplanned interruptions can sometimes cause dropouts.

    If there is no planned outage, please check what lights are displayed on your router and Opticomm Termination Device (OTD) when a dropout occurs.

    The OTD is typically installed in the garage of your home, although can be located outside near the meter box and on some occasions, inside nearby where you connect your router.

  • When troubleshooting your Apartment Broadband service dropping out, please note if the display screen or lights on your router change at all when a dropout occurs, it may even be helpful to take a reference photo when the service is working Some apartment broadband services have a network termination device in place that your router connects to. If this is present, please note if any of the lights change during a dropout.

What's next?

Once you have checked the above for your relevant service, please contact our customer service team who are more than happy to assist! They'll run through some additional troubleshooting relevant to your service and reported information and determine the next best step if your service dropouts require escalation.

Our Customer Service team's contactable hours can be found here.

Was this article helpful?

0 out of 0 found this helpful