For customers experiencing any issues with their service, we recommend the best thing to do first is check if there's an outage.
Apologies as while we will endeavour to make NBN Access services available to customers 24 hours a day, 7 days a week, NBN Access services are not fault free and we cannot guarantee uninterrupted service, or the speed, performance or quality of the service.
There are many factors outside of our control that may affect NBN services, such as the performance of third party suppliers and equipment, force majeure events and your hardware and software configuration.
In addition, NBN Co reserve the right to perform maintenance work from time to time, which may temporarily interrupt your access to the service. Where possible, we will perform this work during non-peak times. Any outages/maintenance is done by NBN Co as they own the infrastructure.