Hi @shirley_wang   For customers experiencing any issues with their service, 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   Feel free to search community for help or contact us and we'd be glad to assist you. ... View more