Troubleshooting iiNet FTTB for No Connection

This article will guide you through the troubleshooting for no internet connection on an iiNet Fibre to the Building (FTTB) 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 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.

 

Potential cause Try this:
Incompatible modem
You must use the modem supplied by iiNet for your FTTB connection.
Physical setup and modem settings If you haven't already done so, follow the setup guide for your iiNet modem. No line filters should be used when plugging in. If you received a Network Termination Unit (NTU) with your modem, be sure to follow the setup instructions that include the NTU.
NTU issue If you received a Network Termination Unit (NTU) with your modem, check its status lights as they may indicate a problem.
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.
Loose or damaged cables Check that all cables are in good condition and plugged in securely.

 

  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. Ensure that your modem is plugged directly into the wall socket (or if you have an NTU, directly to the NTU's GATEWAY port). No line filters/splitters should be used with FTTB.
     
  3. Using an Ethernet cable, connect a computer directly to a LAN port on your modem to rule out any WiFi issues, then try to view a website. If you can, it means your modem has a connection and there are no other issues preventing you from getting online - please troubleshoot your WiFi connection.
     
    If you can’t view a website, go to the next step.
     
  4. If you have more than one wall socket in your home, try plugging your modem into the other sockets to see if it can get online. FTTB installations typically 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 FTTB), or there may be no internal wiring connection between that socket and the main FTTB socket, so they won't work for your FTTB broadband.
     
  5. If possible, try using a different phone cable to connect your modem to the phone socket (or if you have an NTU, to the NTU's GATEWAY port). An old or damaged cable may be preventing a successful connection.
     
  6. If possible, try using a different Ethernet cable to connect your computer to the modem.
     
  7. If possible, test your modem at a different location that has a working FTTB connection (this will likely be a neighbour in the same building). If your modem doesn’t work at both locations, your modem may be faulty.
     
  8. If you still can’t get online, please call us on 13 22 58 for further assistance.

 

If your modem works when it's plugged into one wall socket but not another, you may have internal wiring issues. If you suspect this is the case, please contact an electrician who is registered with an ACMA-accredited registrar. This means that they are properly licensed to work on communications cables.