First, let's check the network in your area.

1. Head to the Network Status page
2. Click the Mobile Outages tab
3. Search your address, suburb name, or a place
4. If there's no visible network issues, continue to the 2. Restart your modem or device section below
   
   

Understanding the map

• Green tower: No known outages in the page
  • If you're experiencing a service disruption that we don't know about, you can report an issue to us
    
    
    
• Orange tower: Planned outage
  • There's a planned outage nearby that may cause disruption to your mobile service
    
    
    
• Red tower: Planned outage
  • There's a planned outage in your vicinity that may cause disruption to your mobile service
  • You can subscribe to get updates by clicking Click here to keep me posted
    
    
• Red tower: Unplanned outage
  • There's a unplanned outage in your vicinity that may cause disruption to your mobile service
  • You can subscribe to get updates by clicking Click here to keep me posted
    
    
    

If there are no visible network issues, continue to Restart your modem or device below.

• Power down your modem and any other devices (e.g. phone, computer) you have connected. If your primary device is an iPad or tablet, switch it OFF
• After 2-3 minutes, power up your modem or primary device
• Reconnect your devices (if applicable)
• Try to access the network again
  
  

Note: Instructions may differ depending on your device. Check out our device guides for device specific step-by-step instructions.

If you're still experiencing slow speeds or dropouts, continue to Try connecting a different device below.

I'm using a modem:

• If available, try connecting a different device (e.g. phone, computer) to your modem to check if the issue is specific to one of your devices
• Ensure all other devices are disconnected from the modem when attempting this step. Having multiple devices connected to the modem at once can further slow your speeds
  
  

I'm using a tablet:

• If you're using an iPad or tablet as your primary device, try inserting the data SIM into an alternate device
• If you're using a mobile broadband service with an iPad or tablet, please bear in mind that the data SIM won't work in a mobile phone. You'll need to use another tablet device or modem to perform this test

If you're still experiencing slow speeds/dropouts, contact us and we'll do our best to help out.

Please advise the technician what troubleshooting you've already done.

Note: We may ask you to repeat some of the troubleshooting steps so we can check how your service is responding on our network.

If you can't connect to the internet at all, you can also check out this article for Mobile Broadband connectivity troubleshooting steps.

Or read more about your Mobile Broadband APNs and technical settings here.