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Post-Outage Troubleshooting

You’ve just received an SMS letting you know that the outage has been resolved and all services should return to normal.

But your router hasn’t come online and you’re not sure what to do. Here’s some tips and tricks to help get you going.

Perform a power-cycle

  1. Turn the router and modem off
  2. Pull the power-cord from the back of the router and modem.
    • This ensures that there is no remaining power left in the hardware and allows it to properly perform a power-cycle. Sometimes when you simply turn off the hardware, it has some left-over power still in it and won’t actually turn off and power-cycle properly.
  3. Wait 30 seconds to 1 minute
    • This will get rid of any left-over power, once the power cord has been pulled out, and gives the router and modem an opportunity to power-cycle.
  4. Plug the power-cords back into the router and modem
  5. Turn on your router and modem
  6. Give the devices time to reconnect, this can take up to 15 minutes.

Fixed Wireless

If you are on Fixed Wireless and your equipment doesn’t come back online after an outage and the power-cycle didn’t work, there is one more tip that might do the trick.

  1. Turn the router and modem off
  2. Pull the power-cord from the back of the router and modem.
    • This ensures that there is no remaining power left in the hardware and allows it to properly perform a power-cycle. Sometimes when you simply turn off the hardware, it has some left-over power still in it and won’t actually turn off and power-cycle properly.
  3. Wait around 30 minutes
    • This will get rid of any left-over power
    • FW may take a little longer to get back online and the 30-minute wait time has been known to help bring the device back online.
  4. Plug the power-cords back into the router and modem
  5. Turn on your router and modem
  6. Give the devices time to reconnect, this can take up to 15 minutes.

If your hardware still isn’t working, have a look at what the lights on your modem mean. Just click on your connection type to get more info.

  • FTTP
  • FTTC
  • FTTN/B
  • Fixed Wireless
  • HFC
  • Things still aren’t working? Before factory resetting your hardware, feel free to call our awesome Aussie support team on 1300 880 905.

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