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Troubleshooting NBN FTTP for No Connection

This article will guide you through the troubleshooting for no internet connection on an nbn™ Fibre to the Premises (FTTP) service.

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

Symptoms

  • You can’t view websites or receive email on any computer or device connected to your home network.
  • Your nbn™ Connection Box (a.k.a NTD or indoor unit) may have red lights. See nbn™ FTTP Connection Box Status Lights for more information.

 

Things to check first

Potential cause Try this:
Power supply Make sure that your nbn™ Connection Box is connected to a working power supply. If you have a backup battery, not that this will only power phone and internet services on phones and battery-powered laptops plugged directly into the UNI-V and UNI-D ports.
Damaged or loose cables Check that all cables are in good condition and plugged in securely.
Physical setup Make sure that any computers or routers are plugged into the correct UNI-D port on your nbn™ Connection Box. This is the port that was activated when your equipment was installed – if you’re not sure which port this is, please call us on 13 22 58 and we'll check our records.
Incorrect advanced setup If you have an advanced setup using a network switch, this device should not be plugged directly into the UNI-D port on your nbn™ Connection Box as it will cause connection problems. You should have a router connected directly to the Connection Box, and then plug the switch into the router.

 

Troubleshooting

  1. Locate your indoor nbn™ equipment - this will be a Connection Box and a Power Supply unit. This is most commonly installed on the inside of an outer wall of the premises, sometimes in the garage.

    Note: Since mid-2013, nbn™ Connection Boxes have been installed with a plastic cover by default. To lift this cover and see the ports and lights, gently prise the bottom of the cover away from the two clips holding it in place at the bottom of the unit and then lift the cover upwards. See Lifting the cover for more details.
     

  2. Using an Ethernet cable, connect a computer directly to the active UNI-D port on your nbn™ Connection Box to rule out any WiFi issues. In most cases, the active port on your 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.

    Note: There are different kinds of Ethernet cables. For nbn™ FTTP connections, we strongly recommend Cat 6 or Cat 5e. While a Cat 5 cable will work, it won't support the speeds of your nbn™ FTTP service.

     

     
     

  3. If you have Hub or Smart wiring in your home and you can get online when plugged directly into the Connection Box but not when plugged into any port on your Hub/Smart panel, then there may be an issue with the wiring between your Connection box and the Hub/Smart panel.
     
  4. If you still can’t get online, perform a power cycle by following the instructions below. Do not press the reset button on your nbn™ Connection box – if a fault needs to be lodged, resetting the Connection box can prevent nbn™ ltd. from being able to fix your connection remotely.
     
  5. Turn off the power at the electrical outlet your NBN Power Supply Unit is plugged into.
     
  6. After the electrical outlet has been turned off, unplug the power cable from the power socket at the bottom of your Connection Box (not from the larger Power Supply Unit - you'll find this cable can't be removed).
     

     
  7. Wait 1-2 minutes, and then plug the power cable back into the Connection Box.
     
  8. Turn the electrical outlet for the Power Supply Unit back on.
     
  9. Wait for the nbn™ equipment to reboot, and then try to view a website on your computer.
     
  10. If your Connection Box still has a red Optical light after restarting your equipment, please call us on 13 22 58 for further assistance.
     
  11. If your Connection Box has no red lights, follow the steps for Finding the Default Gateway Address on Windows or Mac OSX. You can't browse to the default gateway address in the same way that you can for an ADSL modem, but you do need to confirm that your default gateway does not begin with “169.254”.
     
  12. If the default gateway does begin with “169.254”, you should reset your TCP/IP settings and if the issue persists, Windows users should reset their network adapter.
     
  13. If you still can’t get online, please call us on 13 22 58 for further assistance.

 

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