Troubleshoot no connection on your 5G Home Broadband

If your 5G Home Broadband service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.

 

  1. Have you moved house recently? You'll need to relocate your service online.
     
    You may need to switch to a different type of internet depending on what's available at your new address.

  2. Find your 5G Modem and make sure that your SIM is inside the SIM slot. If the SIM is missing, please call us on 13 14 23 to order a replacement.

    Wi-Fi Max 5G Modem
     
    Supplied from July 2025

    Wi-Fi Max 5G SIM slot


    Nokia FastMile 3.2 5G Modem
    Nokia Fastmile 3.2 SIM Slot

     
    Sagemcom 5866 5G Modem
    Sagemcom Modem SIM Slot
     

    Nokia FastMile R1 5G Modem
    Nokia 5G Modem SIM Slot

  3. Make sure that your modem's cables are plugged in securely and not damaged.
     
    You’ll need to replace any broken or chewed cables.

  4. Turn off your modem’s power outlet for at least 10 seconds.

  5. Turn the outlet back on and wait 5 minutes for your modem to reboot, then see if you can visit a website.

  6. Check the Signal lights on your modem. If the lights indicate no signal or a weak signal, try moving your modem to a different spot.

    Can't get a good signal? Give us a call on 13 14 23 and we'll help you out.

    Wi-Fi Max 5G Modem - Front light off or solid orange

    Wi-Fi Max 5G Front Light



    Nokia FastMile 3.2 5G Modem - 5G light off or Signal lights 1 bar

    Nokia FastMile 3.2 lights - on the top panel, there is a centre light, a 5G light and 3 Signal lights. 3 lights means a strong signal, 2 lights means a good signal and 1 light means a weak signal.


    Sagemcom 5866 5G Modem - Signal lights 1 bar
    Sagemcom modem lights - From base to top, Power, WiFi, and a column of 4 Signal lights
     

    Nokia FastMile 5G Modem - Centre light red and/or 5G light off

    The lights on the the outer ring will show the direction the signal is coming from.
    Nokia FastMile modem lights - on the top panel, there is a centre light and a 5G light surrounded by a ring of 5 signal lights.

  7. Do you have any devices connected to your modem with an Ethernet cable? If these devices can visit a website but devices on Wi-Fi can’t, switch to troubleshooting Wi-Fi No Connection.

  8. If you can view websites on some devices but not others, even when they’re both connected the same way, you may need to fix some browser settings. Check out our guide on Browsing issues.

  9. Still can't get online? Please call us on 1300 997 271 and we’ll help you.

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