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
In your case, the service is currently affected by an unplanned Telstra network outage and the estimated time of restoration has been extended due to the complexity of the issue.
You will receive further updates from our Engineering Team via SMS or phone call once available.
We sincerely apologise for the inconvenience.
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