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Troubleshooting NBN Satellite for Dropouts

This article will guide you through the troubleshooting for internet dropouts on an nbn™ Satellite service.

Important: If a fault needs to be lodged for your nbn™ service dropouts, we'll need the dates and times of when the drop outs occurred. Please keep a written record for easy reference, like this example:

27/11/2016 - Started 7:30PM - Finished 8:15PM
28/11/2016 - Started 8:30AM - Finished 8:45AM
28/11/2016 - Started 10:00AM - Finished 10:30AM

 

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

Symptoms

  • Your nbn™ 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.
  • When your connection drops out, your nbn™ Satellite modem may have a red or white light. See nbn™ Satellite Connection Box Status Light for more information.
  • You experience dropouts on all computers or WiFi devices in your home, not just a single device or only devices that are connected to the WiFi.
     

Things to check first

Potential cause
Try this:
Damaged or loose cables Check that all cables are in good condition and plugged in securely.
Data congestion To rule out data congestion, reduce the number of devices connected to your home network.
Power supply issues Make sure your nbn™ Satellite Connection Box is plugged directly into the electrical socket on the wall, not via a power board or double adaptor.
Obstructed or damaged nbn™ Satellite dish Your nbn™ Satellite dish must be kept clear of obstructions such as tree branches because it nears a clear line of sight to get a strong signal. Severe weather conditions resulting in heavy cloud cover may also cause connection dropouts. If your dish has been damaged, please call us on 13 22 58 for assistance.

Troubleshooting

  1. Locate your indoor nbn™ Satellite Connection Box. This is most commonly installed on the inside of an outer wall of the premises.
     
  2. Using an Ethernet cable, connect a computer directly to the active UNI-D port on your nbn™ Satellite Connection Box to make sure that the issue isn’t just WiFi dropouts.

    In most cases, the active port on your Satellite Connection Box will be UNI-D 1 as shown below. If a different UNI-D port was activated when your nbn™ equipment was installed, please use that one instead.
     

     

  3. If you have Hub or Smart wiring in your home and you experience dropouts when plugged into any port on your Hub/Smart panel but not when plugged into the Connection Box, then there may be an issue with the wiring between your Satellite Connection Box and the Hub/Smart panel.
     
  4. Leave your computer connected like this for at least 24 hours, monitoring for any more dropouts. If no dropouts occur while your computer is connected via Ethernet cable, please switch to troubleshooting WiFi dropouts instead.

    If you still experience dropouts, perform an extended power cycle by following the instructions below.
     

  5. Turn off the power at the electrical outlet your nbn™ Satellite Connection Box is plugged into.
     
  6. After the electrical outlet has been turned off, unplug the power cable from the POWER socket on your Satellite Connection Box. Additionally, unplug the Satellite dish cable from the SAT socket.
     

     
  7. Leave your Satellite Connection Box unplugged like this for 30 minutes. This time allows your current connection session to expire, forcing a fresh connection when your Connection Box is restarted.
     
  8. After 30 minutes, plug your Satellite Connection Box's power cable and SAT cable back in and turn the electrical outlet for the Power Supply Unit back on.
     
  9. If your nbn™ Satellite Connection Box still has a red light after rebooting or you’re still experiencing dropouts, please call us on 13 22 58 for further assistance.

 

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