No connectivity troubleshooting help
This article will go over some troubleshooting steps if you're unable to connect to the internet
- Is this the first time you're connecting to Superloop
- Has your internet dropped out and you can't get back online?
- Is your NBN Connection Box online
Can't connect to the internet?
Is this your first time connecting to Superloop?
If this is the first time you're connecting to us, you will need to have a compatible router or modem/router for the service. We do have hardware offerings for each service type which can be found here.
If you do have a compatible router or modem/router, you may just need to configure it with the correct settings, to check those settings, please click here.
Has your internet dropped out and you can't get back online?
If your internet has dropped out and hasn't connected back up, the first step is to give your router or modem/router a reboot. When rebooting it's best practice to keep it powered down for at least 30 seconds.
If your service is FttN or FttB, you will need to wait for the modem to gain sync first before the internet will connect. Your modem/router should have a DSL sync light on there.
Is your NBN Connection Box Online?
If you have rebooted your router already and are still not able to connect to the internet, it may be a case where your NBN Connection Box is offline. This is normally easy to identify by the lights on that box flashing or looking different to how they normally would. In this your first step will be to reboot the NBN Connection Box, ensuring to keep it powered down for at least 1 minute.
Still offline and need some assistance? Click here to fill out our quick and easy form