before you start
Check status.sprfst.com.au first. If there’s an active incident affecting your area, we’re already working on it and will post updates as we have them. No need to contact support during a known outage — you won’t get an answer faster than the status page.
step 1 — reboot your modem
Unplug your modem/router from the wall, wait 30 seconds, then plug it back in. Wait 2 minutes for it to fully reconnect. This fixes the majority of dropout issues caused by the modem losing its PPPoE session.
step 2 — check all cables
- The ethernet cable between your NTD and your router’s WAN port should be firmly seated at both ends
- If you’re on FTTN, check the phone cable from the wall socket to the modem isn’t loose or damaged
- Try a different cable if you have one
step 3 — check the NBN equipment
- FTTP/FTTC/HFC — your NTD should have a power light (green) and a UNI-D light (green or flashing when active). If the power light is off, check the power supply.
- FTTN — no NTD in your home, so there’s nothing to check beyond the modem itself.
- Fixed Wireless — the antenna on your roof has a power light via the PoE injector inside. If it’s off, check the power supply.
step 4 — test with a wired device
If you’re on Wi-Fi, plug a laptop or computer directly into your router with an ethernet cable. If the wired connection is stable but Wi-Fi drops out, the issue is with your Wi-Fi, not the NBN connection.
step 5 — check your router’s WAN log
Log into your router’s admin interface (usually 192.168.1.1 or 192.168.0.1) and look at the WAN or internet status log. If you see repeated PPPoE disconnections, note how often they occur and what time they happen — this is useful information when you contact support.
If the connection is completely gone rather than dropping intermittently, see no internet connection instead.
still dropping out?
Open in-app chat. We can run a line test on your connection from our end, check your session logs for abnormal disconnection patterns, and escalate to nbn co for a physical fault investigation if needed.
Tell us:
- How often it drops (every few minutes, once a day, etc.)
- Whether wired and wireless both drop, or just wireless
- Any error codes your router is showing