NBN Help

NBN not connected — how to get back online fast.

Your internet is completely down. The router shows no connection, or the NBN Connection Box has a red or orange light instead of solid green.

Tired of fighting your ISP? HIT Pacific — transparent pricing, no lock-in, real local support.

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Why this happens

NBN or ISP outage in your area
Your service hasn't been activated yet
A cable has come loose
Your router has lost its settings after a power cut
Account issue (payment overdue or service suspended)

How to fix it — step by step

1. Check for outages
Visit your ISP's outage page or social media. If there's a known outage, there's nothing to do except wait — it will be fixed.
2. Restart everything in order
Turn off your router, wait 30 seconds, turn off the NBN box, wait 30 seconds, turn the NBN box back on, wait 2 minutes for lights to settle, then turn the router back on.
3. Check all cables
Make sure the power cables and ethernet cables on both the NBN box and router are firmly connected.
4. Check your account
Log into your ISP account to confirm your service is active and there are no overdue invoices.
5. Call your ISP
If none of the above works, call support. They can see your line remotely and tell you whether the problem is at your end or theirs.

Still having trouble?

If none of these steps resolve the problem, it may be an issue with your current provider. HIT Pacific offers transparent pricing, faster fault response, and local support.

See our plans