If you're having trouble accessing websites or streaming services, we're here to help you resolve it. Follow these steps to troubleshoot the issue:

  1. Test on Multiple Devices: Check if the issue occurs on different devices over Wi-Fi and via an Ethernet connection.
  2. Power Cycle: Turn off both the NBN box and your modem for 1 minute, then power them back on.
  3. Direct Cable Connection: If possible, connect your device directly to the modem or Network Termination Box using an Ethernet cable. This will help determine if the issue is with the Capti network or your devices.
  4. Modem Settings: If you're comfortable accessing your modem settings, try the following:
    • Change the DNS settings to:
      • Google DNS: 8.8.8.8 / 8.8.4.4
      • OpenDNS: 208.67.222.222 / 208.67.220.220
      • Cloudflare DNS: 1.1.1.1 / 1.0.0.1
    • Adjust the MTU setting to: 1400, 1450, or 1350.
  5. Factory Reset & Firmware Update: Try factory resetting your modem and ensure the firmware is up to date.
  6. Check Alternate Equipment: Test with an alternate modem or different cables to rule out hardware issues.

If the problem persists after trying these steps, please contact us for further troubleshooting.