A few genuine troubleshooting steps that solve most common issues in a couple of minutes.
✓ Unplug the router from power for 30 seconds, then plug it back in and wait 2-3 minutes for it to fully restart.
✓ Check that the cable from the wall socket (NBN or DGTEK/network wall plate) is firmly connected to the WAN/Internet port, not a LAN port.
✓ Check our outage status by calling support — a local outage in your area can look identical to a router fault.
✓ If the lights on the router are still red or off after a restart, it’s time to call technical support rather than keep troubleshooting on your own.
✓ Run a speed test with a wired (Ethernet) connection first — Wi-Fi speed can be affected by walls, distance, and other devices.
✓ Check how many devices are connected and streaming/downloading at the same time — this is the most common cause of a slowdown.
✓ Move your router away from other electronics (microwaves, cordless phones, thick walls) that can interfere with the Wi-Fi signal.
✓ Restart the router. If speeds are still well below your plan’s speed after that, contact technical support with your speed test result handy.
✓ Confirm your internet connection is working first — home phone (VoIP) service runs over your broadband connection, so an internet fault will affect calls too.
✓ Check the phone handset is charged (for cordless handsets) and properly connected to the phone port on your router or adapter.
✓ Restart the router — this also restarts the phone service running through it.
✓ Still no dial tone after that? Contact technical support so we can check the line from our end.
✓ Connect the modem/router to the wall socket using the cable and quick-start guide included in the box.
✓ Allow up to 10-15 minutes after first power-on for the connection to sync — this is normal and not a fault.
✓ Use the Wi-Fi name and password printed on the underside of the router to connect your devices.
✓ If it hasn’t synced after 30 minutes, or your service hasn’t been activated yet, contact technical support.
Still Need Help?
Our technical support team is a real, local team — reach out and we’ll sort it out.
