How to restart router/modem

Summary

This guide helps you troubleshoot and resolve: How to restart router/modem. Follow the steps below to fix the issue.

Common Causes

Why restart your router or modem

Restarting (power-cycling) your router or modem is one of the first steps to resolve common internet issues. It clears temporary memory, refreshes the connection to your ISP, and can resolve problems such as:

• Slow internet speeds
• Lost or dropped connections
• Wi‑Fi dropping on multiple devices
• Devices unable to obtain an IP address
• Intermittent connectivity affecting VoIP phones or EFTPOS terminals

Before you restart

Restarting your network equipment can disrupt business operations. Before you begin:

• Notify staff that the internet and phone systems will be temporarily unavailable.
• Check whether the issue affects one device or all devices on the network.
• Schedule the restart outside business hours where possible to minimise disruption.
• Be aware that VoIP phones and EFTPOS terminals will lose connectivity during the restart.
• Do not restart during an NBN outage or scheduled maintenance window. Check the NBN Co network status page and your ISP status page first.

Identify your equipment

NBN connection box (NTD)

Most Australian small businesses connect via the NBN. The NBN connection box, also known as the Network Termination Device (NTD), is the white box installed by NBN Co where the NBN lead enters the premises. It may be labelled with an NBN Co logo and typically has indicator lights for power, optical signal, and UNI-D ports. This device is separate from your router in many FTTP, FTTB, and FTTC setups.

Modem-router combo

A single device supplied by your ISP that combines the modem and Wi‑Fi router. Common in Australian small business setups from providers such as Telstra, Optus, TPG, Aussie Broadband, iiNet, Internode, and Vodafone.

Separate modem and router

Two distinct devices. The modem connects to the wall socket or NBN connection box, and the router provides Wi‑Fi and Ethernet ports. Both devices should be power-cycled.

Router only

A device that provides wireless connectivity but relies on a separate modem or NBN connection box for internet access.

How to restart your router or modem

1. Locate your equipment

   • Find the router, modem, or NBN connection box. It is usually located where the internet line enters the premises, often in a communications cabinet, office cupboard, or near the main phone socket.
   • Look for labels such as “Router”, “Modem‑Router”, “Gateway”, your ISP’s name (e.g., Telstra, Optus, TPG, Aussie Broadband, iiNet, Internode, Vodafone), or “NBN Connection Box”.

2. Power off in the correct order

   • If you have a separate modem and router, power down the router first, then the modem (or NBN connection box).
   • If you have a modem-router combo, power down that single device.
   • Unplug the power cable from the wall outlet or press the power button to turn the device off.
   • Do not unplug the device if a firmware update is in progress. Interrupting an update can corrupt the device.

3. Wait

   • Leave the device without power for at least 60 seconds.
   • For older hardware or NBN connection boxes, wait up to 120 seconds to allow capacitors to fully discharge and the network session to terminate.

4. Power on in the correct order

   • If you have separate devices, power on the modem or NBN connection box first. Wait for its lights to stabilise before continuing.
   • Then power on the router.
   • Press the power button if the device does not turn on automatically.

5. Allow the device to start up

   • Wait 2–5 minutes for all lights to stabilise.
   • The power/system LED should become solid green or blue.
   • The internet/WAN or NBN LED should become solid green or blue, depending on your ISP and equipment model.

6. Test your connection

   • Open a web browser on a computer and load a website.
   • Test Wi‑Fi on a phone or tablet.
   • Test a wired device using an Ethernet cable connected to a LAN port.
   • If Wi‑Fi works but wired connections do not (or vice versa), check the relevant Ethernet cables and LAN port LEDs.
   • Run a speed test using a site such as Speedtest by Ookla to compare results against your plan.

Router admin interface checks

You can log into your router admin interface to verify the connection status before and after a restart:

1. Connect a computer to the router via Ethernet or Wi‑Fi.
2. Open a web browser and enter the router’s default gateway address, commonly 192.168.0.1, 192.168.1.1, or 192.168.1.254. Check the device label for the exact address.
3. Log in using the administrator credentials printed on the device label or provided by your ISP.
4. Navigate to the WAN, Internet, or Connection status page to confirm the IP address, connection type, and uptime.
5. Check the connected devices list to confirm wired and wireless clients are receiving IP addresses.

What the lights should look like

LED colours and behaviour vary by ISP and equipment model. Common indicators include:

• Power/System: Solid green or blue indicates normal operation. Amber or flashing may indicate startup or a fault.
• Internet/WAN or NBN: Solid green or blue usually indicates an active connection. Red or amber often indicates no signal or authentication failure.
• Optical/LOS (NBN connection box): Off or green is normal. Red typically indicates a loss of signal on the fibre line.
• Wi‑Fi: Blinking indicates wireless activity; solid may indicate idle depending on the model.
• Ethernet/LAN: Blinking when data is passing through a connected port.

Refer to your ISP’s support site or device manual for exact LED meanings for Telstra, Optus, TPG, Aussie Broadband, iiNet, Internode, or Vodafone equipment.

Troubleshooting after a restart

Device does not power on

• Confirm the power cable is firmly connected to the device and the wall outlet.
• Try a different power outlet.
• Check that the outlet is switched on and not controlled by a timer or safety switch that has tripped.
• Inspect the power cable for damage.
• If the device still does not power on, it may be faulty. Open a Ticket for assistance.

Lights remain red or amber after restart

• Check all cables, including the telephone line, fibre lead, or Ethernet cable between the NBN connection box and modem/router.
• Confirm there is no NBN outage in your area by checking the NBN Co network status page.
• Check your ISP’s status page for reported outages or scheduled maintenance. Most Australian ISPs publish status pages on their support websites.
• Log into the router admin interface and check the WAN or Internet status for error codes.
• If lights remain red or amber, contact your ISP to report a line fault.

Wi‑Fi works but wired connections do not (or vice versa)

• For wired issues, check that Ethernet cables are securely connected to LAN ports and that the port LEDs are active.
• Try a different Ethernet cable or LAN port on the router.
• For Wi‑Fi issues, confirm the wireless radio is enabled in the router admin interface and that the SSID is broadcasting.
• Restart the affected device and reconnect to the network.

Overheating and ventilation

If you find yourself needing to restart the router or modem frequently, check for overheating:

• Ensure the device is in a well‑ventilated area away from direct sunlight.
• Keep vents clear of dust and do not stack other equipment on top of the router or modem.
• If the device feels excessively hot to the touch, power it down and contact your MSP or ISP for a hardware review.

Check for service outages

• Visit the NBN Co network status page to check for NBN-wide outages or planned maintenance affecting your address.
• Visit your ISP’s status or support page. Major Australian providers include Telstra, Optus, TPG, Aussie Broadband, iiNet, Internode, and Vodafone. Look for a “Service status”, “Network status”, or “Outages” section on their website.
• If there is a confirmed outage, wait for service to be restored rather than repeatedly restarting equipment.

When to contact your ISP versus your MSP

• Contact your ISP if you suspect a line fault, NBN outage, authentication issue, or if the modem/NBN connection box shows persistent red or amber lights.
• Contact your MSP if the issue affects internal network devices, VoIP phones, EFTPOS terminals, server connectivity, or if you need assistance reconfiguring the router after a hard reset.
• If you are unsure, Open a Ticket and your MSP can help determine the correct escalation path.

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