Troubleshooting NBN FTTC for No Connection

This article will guide you through the troubleshooting for no internet connection on an NBN™ Fibre to the Curb (FTTC) service.

Select one of the links below to jump to a query:

  • You can’t view websites or receive email on any computer or device connected to your home network.
  • 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.
  • Your indoor NBN™ Connection Device may have red or unlit lights. See NBN™ FTTC Connection Device Status Lights for more information.

 

Potential cause Try this:
Incompatible modem
You must use the modem supplied by iiNet for your NBN™ FTTC connection.
Physical setup and modem settings If you haven't already done so, follow the setup guide for your iiNet modem to plug it in and configure it for FTTC.
Loose or damaged cables Check that all cables are in good condition and plugged in securely.
Browsing issues If your modem has no irregular lights, try to view a website using a different computer or device. If only one computer/device can’t view a website, that device may have browsing issues.

 

  1. Turn your modem off, wait one minute and then turn it back on. Once it has finished rebooting, try to view a website on one of your connected computers or WiFi devices. If you can’t view a website, go to the next step.
     
  2. If you have more than one wall socket in your home, try plugging your NBN™ FTTC Connection Device (NCD) into them to see if the Status Lights change to indicate that it's online. Installations connect just one wall socket at an address.
     
    Other wall sockets in your home may still be connected for legacy landline phone and DSL broadband services (especially if you had a new line installed for FTTC), or there may be no internal wiring connection between that socket and the main FTTC socket, so they won't work. If you wish to have internal network wiring installed in your home, 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).
     
  3. Using an Ethernet cable, connect one computer directly to a LAN port on your modem, then try to view a website. If you can view a website when connected via Ethernet cable but not WiFi, switch to Troubleshooting WiFi No Connection.
     
    If you can’t view a website, go to the next step.
     
  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 preventing a successful connection.
     
  5. If you still can’t get online, please call us on 13 22 58 for further assistance.