iPrimus is an Australian provider of NBN broadband, mobile and TV services, part of the Vocus group. Like most Australian internet providers, it does not own the lines to most homes: NBN broadband runs on the national NBN network, some apartment and estate addresses use Opticomm, and mobile service rides on Optus. That makes outages a question of which network is affected.
The check above asks iprimus.com.au for a response from an outside server. A reachable result means the website and its support pages are working, so you can get to the status links. It cannot test the line to your home.
The network status links iPrimus provides
The iPrimus support site groups its status information by network, and each link leads to the right place to check your area:
- NBN network status for most fixed-line and fixed-wireless broadband addresses.
- Opticomm network status for addresses connected through Opticomm instead of NBN.
- Mobile network outage information through the Optus national outage register, since iPrimus mobile uses the Optus network.
Open these on your phone over mobile data if your home broadband is down. If an outage is listed for your area, the repair belongs to the network operator, and restarting your modem will not help.
Fixing the connection at home
- Check the NBN equipment
Depending on your connection type, there may be an NBN box on the wall or a device near where the line enters the home. Note which lights are on, off or red.
- Restart the modem
Turn it off at the wall for thirty seconds and back on. Give it a few minutes to reconnect.
- Check cables
Make sure the cable from the NBN equipment or wall socket to the modem is firmly connected in the right port.
- Test a wired device
If a laptop on an Ethernet cable works while Wi-Fi does not, the modem’s wireless side or its position is the problem.
- Contact iPrimus support
If there is no listed outage and the connection still fails, iPrimus can run tests and raise a fault with the network operator.
Matching symptoms to causes
| What you see | Likely cause | What to try |
|---|---|---|
| Outage shown on the NBN or Opticomm status page | Fault on the network serving your address | Wait for the repair |
| No outage listed, modem shows no internet | Line, NBN equipment or modem fault | Restart, check cables, call support |
| Wired works, Wi-Fi does not | Modem Wi-Fi or placement | Restart the modem, move it centrally |
| Mobile has no service in many places | Optus network issue or SIM problem | Check the Optus outage register |
| iprimus.com.au not loading | iPrimus web services | Look at the result above |
Power cuts and NBN equipment
NBN equipment and your modem need mains power. During a power cut, broadband and any home phone service that runs over it stop, even if the network outside is fine. When the power returns, give the equipment several minutes before deciding that the problem is with iPrimus or the NBN.
Fixed wireless and satellite NBN
Not every NBN connection runs on a cable. Some regional addresses use NBN fixed wireless, where an antenna on the house points at a tower, and remote addresses use NBN satellite. These connection types are more sensitive to weather and line of sight than fixed-line service. If your service drops in heavy rain or storms, check the NBN network status for your area first, and contact iPrimus if the problem continues once the weather clears.
Slow evenings and NBN speed tiers
Many iPrimus complaints are about speed rather than a dead line. Australian broadband is busiest between about 7 pm and 11 pm, the window the ACCC uses when it measures typical evening speeds, and a household on a lower NBN speed tier feels that crowding first. Test with a computer plugged into the modem by cable, once during the evening and once in the morning. If the wired figures stay far below the speed tier on your plan at both times, raise it with iPrimus support with the results attached. If only Wi-Fi is slow, the modem’s position, thick walls and the number of devices in the house are the usual suspects.
Modems and connection types
The modem has to match the NBN connection at your address. Fibre to the premises, HFC cable and fixed wireless hand the signal to the modem over an Ethernet cable from the NBN box, while fibre to the node and fibre to the curb run over the phone line and need a modem that supports VDSL2. A modem brought over from an older address, or from another provider, may simply not suit the new connection type. That case shows up as a modem that powers on and never gets online, with no outage listed anywhere.
Some sites can load while others fail. That points to name lookups rather than the line, and flushing the DNS cache on the affected computer is a quick test before a call to support.
Official iPrimus help
- iPrimus Supportsupport.iprimus.com.au
Questions about iPrimus
Where can I check an iPrimus outage?
The iPrimus support site has a network status section. It links to the NBN outage information, the Opticomm network status page for Opticomm addresses, and the mobile network outage register. Pick the one that matches your service and check your area.
Is an NBN outage the same as an iPrimus outage?
For NBN customers, often yes in practice. iPrimus delivers internet over the NBN, so a fault on NBN equipment in your area takes iPrimus customers offline too. iPrimus cannot repair NBN infrastructure itself, but it reports faults and passes on updates.
Which network does iPrimus mobile use?
The iPrimus support site points mobile customers to the Optus national outage register, which shows that its mobile service runs on the Optus network. A wider Optus mobile outage can therefore affect iPrimus mobile services.
Who owns iPrimus?
iPrimus is part of the Vocus group of companies, an Australian telecommunications business. The support site also links to a Vocus historical outage register. Your account, billing and support remain under the iPrimus name.
What does the check above tell me about iPrimus?
It shows whether iprimus.com.au answers from a remote server. A reachable result means the website and the links to the support and status pages work. It does not test the NBN line, Opticomm connection or mobile network serving your address.