Hi @katherinemonk, we have checked the status of your connection and it appears to be up and running now.   Should you encounter the same issue, we recommend the best thing to do first is check if there's an outage.   Check our Service Status page for any known outages. If you're on NBN, we have created this article that can guide you on How to Check for NBN Network Outage    If there are no known outages in your area, you can proceed with the troubleshooting steps indicated on this link: Troubleshooting No Internet Connection   Let us know should you need any assistance. Cheers!   ... View more

Hi @, we have checked the status of your service and it appears that the modem is not connecting to our server. Are you able to double check the physical set up?   Here's a link that can guide you: NBN Fibre to the Curb (FTTC) Setup Guide   If you're still unable to connect to the internet, please PM us your best contact number and most convenient time to receive a call so we can have a technical specialist contact you for assistance. Thank you. ... View more

Thanks for performing the necessary step, @katherinemonk   I was able to run the test already and we're still detecting the fault which will require Telstra to look into it further. I have escalated this issue to our Engineering Team for assistance. Updates pertaining to this case will be communicated to you directly by an Engineer via SMS or phone call. If you have other questions or concerns, do let me know.   You may now reconnect the modem back to the phonesocket. ... View more