NBN Outages: A Quick Guide for Australian Businesses

You’re trying to run a business, and suddenly the NBN connection drops out, grinding your business to a halt! Where do you start, and what are the different types of NBN outages that can impact your connection? Join us as we explore the different types of NBN outages and how to protect your business’ connection if one occurs.


What are the different types of NBN outages?


Planned Outage

An NBN planned outage occurs when NBN services are impacted entirely or partially due to NBN maintenance or upgrades. A trusted and organised ISP should notify you of these planned outages up to 4 weeks ahead of time, giving you enough time to prepare a contingency plan. However, please note that most planned NBN outages are typically conducted between midnight and 7 a.m. to minimise business interruption.


Unplanned Outage

NBN services are impacted entirely or partially due to NBN infrastructure damage, including natural disaster damage and potential vandalism. Your ISP should be your first point of contact to identify if this is an NBN unplanned outage or an isolated issue. Your ISP will troubleshoot the fault before providing feedback on estimated restoration times.


Internal Business Outage

An internal business outage occurs when NBN Hardware or customer premise equipment (CPE) is showing as offline, resulting in no access to the Internet. This type of outage can also potentially disrupt voice connectivity where there is no 4G/5G redundancy.

The best course of action is to contact your ISP to conduct standard troubleshooting of all devices connected to the NBN to determine where the fault lies. A full report will be shared with you, highlighting if the issue is past the network boundary point, which will require an IT or electrician to investigate further.

Please note that all faults beyond the network boundary point are the customer’s responsibility. These include but are not limited to, faulty sockets, damaged internal wiring, BYOD network switches, and routers.


What to do in an NBN outage

When you lose your NBN connection, you should double-check whether there’s a problem on your end or an outage with your service provider. Sometimes, turning everything off and on again can be enough to fix the issue. If you can’t find any issues on your end, check if there’s a problem with your service provider by visiting their website or the NBN network outages page, which should have updates on the NBN service status. 

Unfortunately, if it’s a widespread outage, there isn’t a lot you can do besides wait for it to be resolved, which can be particularly challenging if your business relies heavily on an internet connection. This is why we recommend having a redundancy network in place to keep your business up and running during outages.


Preparing for an outage

Implementing proactive measures is crucial to minimising downtime during service outages. One effective strategy is to establish both a primary and secondary connection with your service provider, ensuring a reliable backup in case of disruptions. 

Additionally, consider partnering with a vendor-agnostic provider such as Ignite Telecom. This choice allows you to diversify your carrier networks, offering flexibility and redundancy in the event that one provider encounters difficulties. By adopting these preventative measures, you enhance your resilience and maintain seamless operations even in challenging circumstances.


NBN Outages Summary

We hope you found this information helpful.

Understanding the different types of NBN outages will enable you to prepare better and contact the correct departments to reduce NBN downtime and speed up resolution timeframes.

At Ignite Telecom, we recommend that all businesses adopt an NBN solution with redundancy to combat outages. Spark up a conversation with an Ignite Telecom solution expert to discuss our Hybrid NBN routers with 4G/5G failover.