The move will happen over a number of weeks, ahead of 1 July. We'll contact you again closer to your individual switchover date so you know when it's happening.

If you're still offline after 15 minutes, don't worry — most connection issues are quick and easy to fix. Follow the steps below and you'll likely be back online in no time.

Give Your Equipment a Fresh Restart (A power cycle fixes most issues!)

Let's start with a clean reset:

1. Turn OFF:
   • Your modem/router
   • Your NBN connection box (if you have one)
2. Unplug both devices from the power.
3. Wait 2 full minutes (this part is important!).
4. Plug in and turn on the NBN connection box first.
5. Wait until its lights are stable.
6. Turn on your modem/router.
7. Allow up to 5 minutes for your internet to reconnect.

Once all lights are steady, test your internet connection.

Check Your NBN Connection Box Lights (If You Have One) (FTTP, HFC or Fixed Wireless services)

Have a quick look at the lights on your NBN box:

• No lights → Check the power cable and power point
• Flashing or red lights → This may indicate an NBN network issue
• Solid lights but no internet → Likely a modem or router issue

Take note of which lights are on or flashing — this helps us help you faster.

Check Your Modem/Router Lights

On the front of your modem/router, you should see:

• Power: Solid
• Internet / WAN / DSL: Solid or blinking
• Wi‑Fi: On

If any lights are off or red:

• Restart the modem again
• Make sure all cables are securely plugged in

When to Get in Touch

Please contact our friendly support team at 13 MORE (13 66 73) if:

• Your internet still isn't working after completing all steps
• Your NBN connection box lights indicate a fault
• The issue has been ongoing for over 30 minutes

Alternatively, jump onto Live Chat in the bottom right-hand corner of our website for 24-hour technical support, 7 days a week (excluding public holidays).

We're here to help and happy to assist!

No, your mobile service is not moving networks. We are continuing to use the Telstra mobile network. The only change we're making is for nbn® services, which will be moving to the Aussie Broadband (ABB) wholesale network. While ABB uses Optus for some of its own mobile products, this has no impact on the mobile services we provide.