Our phone service will be limited for the Victorian public holiday on Tuesday 3 November 2026.
How to solve Wi-Fi issues
If you are having trouble connecting to the internet, it may be because your Wi-Fi connection is weak. Here are some tips on how to tell if it’s a Wi-Fi or internet issue, and who is responsible.
TIPS
Steps to test and fix Wi-Fi issues
Restart your modem.
To tell if it’s a Wi-Fi or internet issue, try plugging a computer or laptop directly into the modem. If this resolves the connection issue, it’s likely a Wi-Fi issue.
If it is a Wi-Fi issue, move your modem to a different place and test again. If you can connect to the internet, this may be the best place for the modem.
If you’re still having issues, try connecting different devices by Wi-Fi and compare.
Responsibilities
Who is responsible?
Your provider supplies internet services up to the modem
Your provider is responsible for services to your modem. We can ask a provider to test the modem if they supplied it.
You are responsible for Wi-Fi if the modem is not faulty
If the modem is not faulty, we cannot make your provider fix your Wi-Fi signal, supply a free or discounted booster, or upgrade your speed for free
Helping with your complaint
If your Wi-Fi issue is due to a faulty modem, we may be able to help you repair or replace it or get a refund.
Ready to make a complaint?
10-20 minutes
