Troubleshooting NBN FTTC for Dropouts

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:

  • 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 iiNet modem may indicate a problem; please check its guide (located here) to learn the meaning of its status lights.

 

Potential cause Try this:
Incompatible modem
You must use the modem supplied by iiNet for your NBN™ FTTC connection.
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.

 

  1. If you've had a licensed cabler install internal network wiring in your home (aka "smart wiring), make sure your modem is plugged directly into the NBN™ Connection Device (NCD), not via any cables that are running through walls.

    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.
     

  2. Using an Ethernet cable, connect one computer directly to a LAN port on your modem. 
     
  3. Leave your modem plugged in 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 (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.
     

  4. If possible, try using different Ethernet cables to connect your modem to the NBN™ Connection Device, and to connect your computer to the modem. An old or damaged cable may be interfering with the connection.
     
  5. If you still experience dropouts, please call us on 13 22 58 for further assistance.