Hi @anna_trew   For customers experiencing any issues with their NBN service, we recommend the best thing to do first is check if there's an outage on the NBN network.   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, customers can proceed with the troubleshooting steps indicated on this link : NBN Hybrid Fibre Coaxial (NBN HFC) Setup Guide   In your case, our Engineers have lodged the fault with NBN Co and managed to resolve the issue within their network.   BasilDV ... View more