This article will guide you through the troubleshooting for connection dropouts on an NBN™ Fibre to the Building or Fibre to the Node (FTTB/FTTN) service.
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- Your internet connection will stop and start – it may drop out for short or long periods of time, either randomly or around the same time each day. However, your connection will always return. If your connection drops out and stays out, please see troubleshooting no connection instead.
- You experience dropouts on all computers or devices in your home, not just a single device or only devices that are connected to the WiFi.
- The lights on the front of your modem may indicate a problem; please check the user manual to learn the meaning of your modem's status lights. Guides for iiNet modems are located here.
Things to check first
|Loose or damaged cables
||Check that all cables are in good condition and plugged in securely.
||Test your connection on a computer connected to your modem with an Ethernet cable to confirm that the issue isn’t just WiFi dropouts.
||To rule out the possibility of data congestion, reduce the number of devices connected to your home network.
||Keep note of the times when your internet connect drops out, particularly if it only seems to happen around 5-8PM, which is a time when network congestion commonly occurs.
- Unplug all devices from every telephony/networking wall socket at your address, including modems, phones, pay TV boxes and EFTPOS terminals.
- Plug your modem directly into the wall socket used for NBN™ FTTB/FTTN broadband (no line filter/splitter should be used for modem connections). This is known as “isolating” your modem, because it is now the only thing plugged in.
- Using an Ethernet cable, connect a computer directly to a LAN port on your modem.
- Leave your modem isolated like this for at least 24 hours or however long it typically takes the dropouts to occur, making a note of the time any dropouts occur, and how long they last.
Important: When the connection drops out, you should see the lights on your modem change to red or another negative colour, particularly lights indicating sync/connection and authentication (please check the user manual to learn the meaning of your modem's status lights - guides for iiNet modems are located here). If these lights do not change, it's unlikely that the issue lies with the NBN™ service. Please check the connections between your modem and computers/devices and try troubleshooting WiFi dropouts.
If your internet doesn't drop out any more, follow the advice below.
- If possible, try using a different phone cable to connect your modem to the phone socket. An old or damaged cable may be interfering with the connection.
- If possible, try using a different Ethernet cable to connect your computer to the modem.
- If possible, test a different VDSL2-ready modem at your property. If another modem doesn't give you dropouts, the original modem may be faulty.
- If you still experience dropouts, please call us on 13 22 58 for further assistance.
If dropouts stop while your modem is isolated
- If your connection stops dropping out while your modem is plugged straight into the wall socket, that means that one of the other pieces of equipment you had plugged in (e.g. filter, cable, phone) was interfering with your home network.
- Ideally, you should plug in one device at a time and briefly monitor your internet connection for dropouts before plugging in another device. This will help you identify any specific hardware that may be causing the dropouts.
- If your connection starts dropping out again, the device you’ve plugged in is probably faulty or affecting your connection; or its cable may be damaged.
- We recommend replacing a cable or device if it is faulty. Remember that line filters should not be used when plugging in your modem.
- If you have more than one wall socket in your home, it's also possible that internal wiring issues are causing connection intereference. If you suspect this is the case (i.e. dropouts return once devices are plugged into a different wall socket, and changing devices does not resolve the issue) please contact an electrician who is registered with an ACMA-accredited registrar. This means that they are properly licensed to work on communications cables.