Hi @mark0973,   For connection issues, we recommend to check out first if there's an outage on our Service Status page. 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:  Wi-Fi troubleshooting steps - No Internet/Connection   If you still do not have connection, let us have your Customer ID or username via private message so we can check the status of your service.     Regards, Ahra_G     ... View more

We're glad to know that you have been in contact with one of our Engineers. In case you will need a follow up or to check the case update feel free to post on this thread and send us your account details.   Cheers! ... View more