Our phone service will be limited for the Victorian public holiday on Friday 25 September 2026.
How to solve dropouts and no service issues
If your phone or internet service drops out, or you have no service at all, there may be a fault with the network, your equipment or your set-up. These tips can help you check the problem and understand who is responsible.
TIPS
Steps to test and fix dropout and no service issues
Restart your device and modem
Turn your device and modem off and on again. This can fix temporary issues.
Check for outages
Check your provider’s website or app to see if there is a network outage in your area.
Test your service in another location
If you are using a mobile service, move to another place, like outside or near a window, to check your signal.
Check cables and equipment
Make sure cables are plugged in properly and are not damaged.
Contact your provider
If the problem continues, report it to your provider and ask them to investigate.
Who is responsible?
Your provider supplies your service
Your provider is responsible for delivering your phone or internet service and fixing faults with the network.
Your provider must investigate faults
Your provider should check for outages or other network problems and tell you what is happening and how long it will take to fix.
You are responsible for your equipment
If the problem is caused by your device, modem or set-up, your provider may not be responsible for fixing it.
HELP
Helping with your complaint
If your service keeps dropping out or you have no service and your provider hasn’t fixed the problem, we may be able to help. We can ask your provider to:
properly investigate the issue
fix the fault
explain what went wrong
offer a refund or compensation if the service did not work
Ready to make a complaint?
10-20 minutes
