Internet and home networks
Is the internet down, or is it just one device?
A simple branching check to separate a whole-home internet problem from one device having trouble.
What you will learn
You'll know how to check whether one device, one service or the whole connection is affected.
Before you continue
Do not factory reset your router as an early troubleshooting step.
Stop and contact your provider or a trusted helper if every device is offline, an outage is listed, or you are unsure what equipment settings do.
Start with two devices
Try the same website or app on another device connected to the same Wi-Fi. If the second device works, the internet service may be fine and the first device may need attention.
If every device has the same problem, look at the router, outage information and provider support.
Check the Wi-Fi symbol carefully
A device can show Wi-Fi bars and still have no internet. Wi-Fi bars usually mean the device can talk to the router, not that the router can reach the internet.
This is why checking more than one device matters.
Try one known website
Use a website you normally trust and know, not only the page that failed first. Sometimes one service is down while the rest of the internet works.
If one app fails but other websites work, the problem may be with that app or service.
Check for an outage
If every device is affected, check your internet provider’s outage page or app. Some homes can also check nbn network status, but your provider remains the main support contact for your service.
Write down what you checked before calling. It helps avoid repeating the same steps.
Do not reset equipment early
A factory reset should not be the first step. It can erase settings and make the problem harder to fix.
If you need to restart equipment, restart it without pressing a reset button.
What to expect
You have a clearer idea whether the problem belongs to one device, one service or the whole connection.
Sources and further reading
- Network status and outages · nbn
Supports outage-checking guidance for nbn network status.
- Wi-Fi, wired, or both · nbn
Supports the distinction between local Wi-Fi and internet connection checks.