How to Troubleshoot Internet Issues

Published on 4 April 2025

Think of your internet setup as a puzzle, where every piece plays a role in getting the internet from your provider to your computer or POS machine. If one piece is out of place, the internet might not work properly.

Understanding Light Indicators

If lights aren’t behaving as expected, it helps pinpoint where the problem is.

Steps:

1. Check for outages 

2. Check Ethernet cables on NBN, Router, and PC

3. Check Ethernet Port on your PC or Device

4. Connect PC Directly to NBN Box

5. Check for Authentication Issue

1. Check for any unscheduled outages from the internet provider

Before troubleshooting, always check if there’s an internet outage in your area. Sometimes, the problem isn’t with your setup but with your provider.

It's important to check for internet outages before troubleshooting internet issues for several key reasons:

• Eliminates External Factors: Internet outages can be caused by issues outside your control, such as problems with your Internet Service Provider (ISP) or larger network outages in the area. If you don't verify this upfront, you may spend unnecessary time troubleshooting local issues that are irrelevant to the actual problem.
• Saves Time: If there’s an active outage, troubleshooting local network settings, devices, or equipment is futile. Identifying that the problem is with the ISP or a larger issue allows you to quickly rule out other potential causes and avoid wasting time on steps that won’t resolve the issue.
• Accurate Diagnosis: Understanding that an outage is affecting the service helps in providing accurate information to the customer. If you know there’s an outage, you can focus on communication and provide updates, rather than diving into technical troubleshooting that might not address the root cause.
• Prevents Misleading Conclusions: If the internet is down because of an outage and troubleshooting begins with the assumption that it's a local issue, it could lead to wrong conclusions or unnecessary actions, like resetting equipment or altering configurations that don't fix the underlying cause.
  

2. Checking the Ethernet Cable

• Ensure the cable connecting the NBN and the router is securely plugged in. Unplug both ends and reinsert them, making sure you hear a click each time to confirm a secure connection.
• Make sure it’s firmly connected at both ends (NBN Box → Router, Router → Device)
• Look for damage like bent pins, fraying, or worn-out connectors.
• Try swapping the cable if you suspect wear and tear.

The ethernet cable is like a bridge. If it's loose, damaged, or old, internet traffic won’t flow properly.

3. Checking the PC or POS Machine

Even if the internet reaches the router, the device might not receive it.

• Check if the ethernet port is physically damaged (loose, bent, or missing pins).
• Try using a different ethernet port on the device if available.

4. Connecting the PC Directly to the NBN Box

• If the internet works without the router, the problem is likely with the router.
• If it still doesn’t work, the issue is either the NBN Box or your internet provider.

5. Signs of an Authentication Issue on the Router

• Internet Light Stays Red or Orange: This often means the router is powered on and connected to the NBN Box but cannot authenticate with the provider.
  
  
• Frequent Disconnections: If the router drops the connection and struggles to reconnect, it may be an authentication problem.
  
  
• Error Messages in Router Settings: If possible, logging into the router’s admin page might show an error like "PPP Authentication Failed" or "Invalid Credentials."

How to Check Router Settings for Authentication Issues

• Turn off the router and NBN Box.
• Wait 30 seconds.
• Turn the NBN Box on first, wait for it to fully boot up.
• Turn on the router, then check if the internet light turns green/blue.

• Reboot the Router – Sometimes, a simple reboot fixes the problem.
• Check Login Details – If your internet provider requires a username and password for the router, ensure these are correctly entered in the router settings. Make sure you have their credentials ready in case you need to re-enter it.

Still having problems?

Call or text our support team on 0480 006 410, alternatively you can raise a ticket to support@untangled.com.au