This article will guide you through the troubleshooting for connection dropouts on an NBN™ Fibre to the Curb (FTTC) service.
Select one of the links below to jump to a query:
|Potential cause||Try this:|
|Loose or damaged cables||Check that all cables are in good condition and plugged in securely.|
|WiFi issues||Test your connection on a computer connected to your modem with an Ethernet cable to confirm that the issue isn’t just WiFi dropouts.|
|Data congestion||To rule out the possibility of data congestion, reduce the number of devices connected to your home network.|
|Network congestion||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.|
Note: If you experience dropouts while the modem is connected to the NCD via internal network cabling but not when it's connected directly to the NCD, then you'll need to contact an electrician who is registered with an ACMA-accredited registrar (this means that they are properly licensed to work on communications cables) to investigate.
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 (check the modem guide to learn what lights mean) and/or you may see lights on your NCD change. 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.