Loss of internet connection is sudden? Don't worry! Try the following troubleshooting tips and your problem might be resolved.

1. Check Service Status

   • Visit our service status page here to see if there are any known issues with our network

2. Check Your Devices

   • Is the internet not working on all devices or just one?
   • If it's just one device, try rebooting it. If it still doesn't work, contact the device manufacturer for help.
   • If it's all devices and they are all using Wi-Fi for the internet connection, go to the Wi-Fi Connection Issue first.

3. Check Your Router or Modem

   • Make sure the power is turned on and the power light is on.
   • Check if the internet light is on.
   • If the internet light is off, go the Step 4.
   • If the internet light is red/orange, go the Step 5.

4. Check the Internet Cable

   • Unplug the cable from both the router/modem and the wall socket. Plug it back in after a few minutes and ensure a secure connection. If the issue persists, try using a different cable by swapping them to see if that resolves the problem.
   • If the problem persists with a new cable, go to Step 5.

5. Restart Your Router or Modem

   • Unplug the router or modem from the power for 5 minutes, then plug it back in.
   • Check if the internet connection is restored. If not, go to step 6.

6. Reset Your Router (if needed)

   • If you have your connection details handy, you can try factory resetting your router to its default setting and re-configuring it.
     • You can find guides on resetting the re-configuring CityCable Router here.
   • If you don't know your connection details, you can find them by checking your Welcome Email which was sent by CityCable on your service activation date.

7. Restart Your NBN Connection Box(If needed)

   • If you have an NBN connection box installed in your premisses, you will need to check the status of it.
   • Check your NBN connection box's status lights. If any lights are off or red, there might be a problem. You can find the details of the NBN connection box's lights here.
   • Unplug the NBN connection box from the power for 5 minutes, then plug it back in.
   • Check if the internet connection is restored. If not, go to Step 8.

8. Connect Directly to Your Computer (Isolation Test)

   • If possible, connect the cable directly from the wall or NTD to the Ethernet port on your computer. Depending on your type of internet connection, you may need to configure the settings accordingly. You can find your internet connection type in your Welcome Email which was sent by CityCable on your internet activation date.

9. Report a Fault

   • If you have followed the troubleshooting guide but the problem still persists. You can report a fault by clicking here.

Experiencing slow connection speeds? Don't worry, we've got your back! We'll assist you in identifying the issue and get you back up to speed.

1. Check Your Internet Speed

   • Check if your internet speed matches what you're supposed to have using Okla Speedtest.
   • We do not recommend using Google Speed Test as results can vary greatly, and it can be extremely unreliable in providing an accurate representation of your connection speed.

2. Check How You Connect to the Internet 

   • If you're currently using Wi-Fi to connect to the internet, it's worth considering a wired connection using an Ethernet cable instead. We cannot guarantee specific speeds over Wi-Fi due to numerous factors beyond our control that can influence Wi-Fi speed.
   • If using a wired connection is impossible. It's a good idea to check the frequency of the Wi-Fi you are connecting.
     • 2.4GHz Wi-Fi: This frequency provides a broader coverage area, making it suitable when your device is located in a different room form the router. However, they generally offer slower speeds compared to the 5GHz networks.
     • 5GHz Wi-Fi: This frequency offers faster speeds, but the signal strength diminishes significantly as the distance between your device and the router increases. Additionally, obstructions like walls, doors, or windows can notably affect the performance of 5GHz Wi-Fi networks.

3. Ping Your Router

   • The issues you're experiencing may only be present within your home network. to determine if the issue is between your device and your router, you'll need to perform a Ping test to the IP Address of your router. If the ping results to your router are abnormally high, this means the issue is most likely within your home network.
   • For information about how to find the IP Address of your router, and how to perform a ping test, please see the following knowledge base articles:
     • How to locate your Router IP Address
     • How to run a Ping Test

4. Check for VPN Connections

   • It's crucial to confirm that you're connected directly to your CityCable network and not using a VPN. VPNs reroute your internet traffic outside of the CityCable network, and this can impact the speeds you experience.

5. Restart Your Router

   • Your router is like a small computer that manages and directs internet traffic in your home. Just like any electronic device, it can benefit from a fresh start every now and then.
   • Unplug your router for at least 3 minutes, then plug it back in and test your internet speed.

6. Check Cables

   • Check and make sure all cables are securely connected.
     • Try a different cable if possible.

7. Test Your Connection with Fewer Devices

   • Disconnect all devices from the internet and test the speed with just one device connected.
     • If it's faster with only one device, add more devices one at a time and check the speed after each one to find the problem device - it's likely one device is using more than it's fair share of your connection.

8. Reset Your Router

   • If you have your connection details handy, you can try factory resetting your router to its default settings and re-configuring it.
     • You can find guides on resetting and re-configuring your CityCable routers here.
   • If you don't know your connection details, you can find them by checking your welcome email which send by us on your internet activation date.

9. Isolation Test

   • If all other steps have failed to resolve the issue, it may be your router itself causing the issue. You can try bypassing it by connection your computer directly to the source using a cable. Depending on your connection type, this may take some configuring of your Ethernet port.
     • DHCP connections typically connect automatically. Once you've connected the cable to your computer, it should recognise and configure the connection without any manual setup.
     • PPPoE connections require manual configuration on your computer. After connecting the cable, you'll need to set up the PPPoE settings on your Ethernet port to establish the connection. The specific steps for configuration will depend on your operating system:
       • Windows 10
       • macOS

10. Report a Fault

    • If you have followed the troubleshooting guide but the problem still persists. You can report a fault by clicking here.

• No Wi-Fi Connection

If your Wi-Fi connection is down, it means that devices connected to your modem/router by Ethernet cable will still be able to get online while devices on Wi-Fi can't. These steps will help you identify the issue.

1. Make sure that Wi-Fi isn't turned off on your laptop, phone or tablet.
   Some laptops have a Wi-Fi switch or button that may have been pressed accidentally. Phones and tablets will have an option to turn off Wi-Fi in their Wi-Fi settings.
2. Make sure that Wi-Fi isn't turned off on your modem.
   Some modems have a Wi-Fi button that may have been pressed accidentally.
3. Make sure that laptop, phone or tablet is still connected to your Wi-Fi network. You may need to move closer to your modem because your device will automatically disconnect if that Wi-Fi is out of range.
   If you need to connect a device to your Wi-Fi network again, you'll find the default Wi-Fi name (SSID) and password on the barcode sticker on your modem/router.
   Do you have a custom Wi-Fi name or password? Our Wi-Fi setting guide for CityCable modems/routers will help you change your Wi-Fi details. If your modem isn't from CityCable, you should be able to find help on the manufacturer's website.
4. If you only lose your Wi-Fi connection in certain parts of your home, check out our guide on Poor Wi-Fi Signal.
5. Do you have multiple devices connected to your Wi-Fi? If some devices can connect but others can't, the devices that can't connect may have a faulty wireless adapter.
   Devices with a faulty wireless adapter may need to be repaired or replaced.
6. Still can't connect to the Wi-Fi? If you have a CityCable modem/router, please click here to report a fault and we'll help you out.
   If you have a third-party modem/router, please check the manufacturer's website for support or contact the seller for a warranty claim.

• Slow Wi-Fi Speed

If your Wi-Fi's running slow, these steps will help you identify the issue.

1. Stand next to your modem/router and run a speed test.
   Wi-Fi usually has a range of 30 meters indoors, but this can be reduced by walls and other obstacles between your devices and your modem/router.
2. If your Wi-Fi is only slow in certain parts of your home, check out our guide on Poor Wi-Fi Signal.
3. Make sure that the device you're using to run speed tests is the only one connected to your modem/router. Unplug all other devices from your modem/router's Ethernet ports and turn off other devices that are connected to the Wi-Fi.
4. On your one device, close all other apps using the internet, then run a speed test.
5. If your speed has improved on a signal device, you may be running more devices or apps than your connection can handle at the same time. Some apps run in the background - you should close them if you don't need them.
6. Wi-Fi still slow? If you have a CityCable modem/router, please click here to report a fault and we'll help you out.
   If you have a third-party modem/router, please check the manufacturer's website for support.

• Poor Wi-Fi Signal

Wi-Fi usually has a range of 30 meters indoors, but this range can be reduced by walls and other obstacles between your devices and your modem/router.

1. Make sure your modem/router is in a clear, central location in your home, on a desk or shelf without much clutter.
   Modems/routers should not be placed on the ground shut in cabinets or crowded by other objects.
2. Most modems/routers have two Wi-Fi networks: the newer, faster 5GHz Wi-Fi and the older, slower 2.4GHz Wi-Fi. Switching to 5GHz Wi-Fi can give you better Wi-Fi speeds with less interference from microwaves, monitors and other devices that us 2.4GHz Wi-Fi.
   You will find your default Wi-Fi network name and password printed on your modem/router's barcode sticker. The 5GHz Wi-Fi network usually has '5G' in its name
3. If you have a CityCable modem/router with custom Wi-Fi network name, out CityCable Router Basic Wi-Fi Settings guide will help you get into the Wi-Fi setting and figure out the name of the 5GHz Wi-Fi network.
   If you have a third-party modem/router, please check the manufacturer's website for a guide.
4. If you have a larger home, a standard Wi-Fi signal may not be enough to cover your property. Please consider further options such as:
   - A Wi-Fi extender.
   - A Wireless Mesh Network
   - Ethernet Cabling.

• Wi-Fi Dropouts

If your Wi-Fi connection is having dropouts, it means that your Wi-Fi will lose connection intermittently while devices connected to your modem by Ethernet cable will stay connected. These steps will help you identify the issue.

1. Turn off Wi-Fi devices for at least 60 seconds, then turn them back on again.
   You can use a Restart option if your device has one.
2. Find your Wi-Fi modem and turn off its power outlet for at least 60 seconds.
3. Turn the outlet back on and wait for your modem's Internet light to come on, then see if your Wi-Fi drops out again.
4. When your Wi-Fi drops out, make sure that your laptop, phone or tablet is still connected to your Wi-Fi network. You may need to move closer to your modem because your device will automatically disconnect if the Wi-Fi is out of range.
   If you need to connect a device to your Wi-Fi network again, you'll find the default Wi-Fi name (SSID) and password on your modem/router's barcode sticker.
   Do you have a custom Wi-Fi name or password? Our basic Wi-Fi settings guide for CityCable modem/router will help you change your WiFi details. if your modem isn't from CityCable, you should be able to find help on the manufacturer's website.
5. If your Wi-Fi only drops out in certain parts of your home, check out our guide on Poor Wi-Fi Signal.
6. Do you have multiple devices connected to your Wi-Fi? If some devices get Wi-Fi dropouts in the same location while others don't, the device that gets dropouts may have a faulty wireless adapter.
   Devices with a faulty wireless may need to be repaired or replaced.
7. Still can't connect to the Wi-Fi? If you have a CityCable modem/router, please click here to report a fault and we'll help you out.