NBN connected but no internet is one of the most frustrating messages a home user can face. The connection indicator looks fine, your router is on, and yet every browser tab returns nothing. The good news is that the fault almost always sits in one of a small number of places, and you can rule them out in order without any specialist tools.
Start with the basics: restart everything
Before anything else, power-cycle your equipment. Turn off your modem router, wait 30 seconds, then turn it back on. If you have a separate NBN connection box (called an NTD or FTTB modem), power that off first, wait 30 seconds, then bring it up before the router. The order matters. Devices need to re-negotiate their connection with the network, and skipping the wait or restarting in the wrong sequence can leave the problem exactly where it started.
Give the router 2 minutes to fully reconnect before testing again. A lot of "NBN connected but no internet" calls to ISP support centres end here.
Check for an outage on your ISP's network
If the restart doesn't work, check whether your ISP has a reported outage before you spend time on anything else. Most Australian ISPs publish real-time status pages. Aussie Broadband, for example, maintains a live network status page that shows current incidents by region. If your provider shows a confirmed outage in your area, there's nothing to fix on your end. Note the incident number and wait it out.
You can also check the NBN Co network status page directly, which covers faults on the underlying wholesale network that your ISP connects to.
Check the physical connections
Loose cables cause more problems than people expect. Check every cable in the chain:
- The cable running from your wall socket or NBN connection box into the modem/router WAN port.
- The power cables on both the router and the NBN connection box.
- Any Ethernet cable running from your router to a desktop or switch.
Unplug each cable and push it back in firmly until it clicks. A cable that looks seated often isn't. If you have a spare Ethernet cable, swap the WAN cable as a quick test. Cables do fail, and a flaky connector can cause exactly the symptom you're seeing: the router reports a connection but traffic doesn't flow.
Understand what the lights are telling you
Router and modem lights carry specific meaning. The labels vary by brand, but the pattern is consistent. A solid green (or white) "Internet" or "WAN" light means the router has a valid IP address from your ISP. A blinking or red light on that indicator means it doesn't. If the DSL or "Link" light is solid but the Internet light is red or off, the physical line is up but your ISP hasn't authenticated your session, which usually points to a credentials issue or an ISP-side problem.
If the DSL or Link light itself is off or blinking irregularly, the issue is on the line before the router, either at the wall socket, the NBN connection box, or further up the network.
Try a wired connection to rule out Wi-Fi
Plug a laptop or desktop directly into the router using an Ethernet cable and try loading a page. If that works but wireless devices can't get online, the NBN connection itself is fine and the fault is in your Wi-Fi setup. This is a common split that saves a lot of wasted troubleshooting. For more on Ethernet vs Wi-Fi and why wired connections behave differently, that comparison goes into detail on where each type breaks down.
If the wired connection also fails, the problem is upstream of the router.
Check your router's WAN settings
Some ISPs use PPPoE authentication, which requires a username and password configured in the router's WAN settings. If you've recently replaced your router, reset it to factory defaults, or your ISP sent new credentials, those settings may need updating. Log in to your router's admin panel (usually at 192.168.0.1 or 192.168.1.1), navigate to the WAN or Internet section, and confirm the connection type matches what your ISP specifies. For most NBN connections, the type is either PPPoE (enter your ISP credentials) or DHCP (no credentials needed). Your ISP's welcome email or support page will specify which one applies to your plan.
Try a different DNS server
Sometimes the NBN connection is technically up but DNS resolution is broken, meaning the internet is reachable but domain names can't be translated into IP addresses. Test this by opening a browser and navigating to 8.8.8.8 (Google's public DNS server IP). If that loads, DNS is the culprit. You can fix it by changing your router's DNS settings to use Google's servers (8.8.8.8 and 8.8.4.4) or Cloudflare's (1.1.1.1 and 1.0.0.1). Both are free and faster than most ISP-provided defaults.
Factory reset the router as a last resort
If nothing above has resolved the fault, a factory reset clears any corrupt configuration that might be blocking the connection. Most routers have a small reset button (usually recessed, requiring a pin or paperclip). Hold it for 10 seconds with the router powered on. After the reset, you'll need to re-enter your Wi-Fi name, password, and WAN settings. If your ISP uses PPPoE, have your credentials ready before you start.
Once you're back online, it's worth taking a look at how to secure your home Wi-Fi network, since a factory reset wipes any security settings you'd previously applied.
When to call your ISP
Call your ISP if the DSL or Link light won't come on after all of the above, or if the router shows a valid connection but you still can't get online after checking WAN settings and DNS. At that point the fault is either on the line between your premises and the exchange, or on your ISP's authentication servers. Neither is fixable from your end. Have your account number, the colour and state of each light on your modem, and the results of the steps above ready when you call. It cuts the call time significantly and helps the agent escalate to an NBN Co technician if one is needed.
Line faults can take 2 to 5 business days to resolve once an NBN Co technician is involved. If you need connectivity in the meantime, a 4G or 5G mobile hotspot through your phone is a practical short-term fix for most households.