Troubleshooting NBN HFC for No connection

Please follow the steps below and proceed to next step if the issue persists.


Step 1) Check network status

  • Visit our Network Status page to see any known issues in your area that may be affecting your connection.


Step 2) Restart your NBN™ Connection Box and modem

  • Locate your NBN™ Connection Box. This will be connected to a cable wall socket inside your premises.
  • Turn off your NBN™ Connection Box and leave it off for at least 60 seconds.
  • Turn off your modem and leave it off for at least 60 seconds.
  • Turn your NBN™ Connection Box and modem back on and allow them to reboot (wait for the modem lights to settle into a stable pattern).
  • Attempt to view a website. 


Step 3) Check your connection on other devices

  • Attempt to view a website on other devices connected to your modem via WiFi or Ethernet cable.
  • If you can view websites on devices connected via Ethernet cable but not on WiFi, switch to troubleshooting WiFi No Connection.
  • If you can view websites on some devices but not others, see our guide on Browsing issues.


Step 4) Check your WiFi signal

  • If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
  • Attempt to view a website.
  • If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.


Step 5) Check your cables

  • Check that all cables connected to your modem are in good condition and plugged in securely, without any kinks.
  • The type of Ethernet should be printed on the length of the cable. Older Cat5 Ethernet cables are not recommended for NBN™ services - Cat5e or Cat6 is ideal.
  • Any damaged or outdated cables should be replaced.
  • Note: 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.
  • Attempt to view a website.


Step 6) Make a note of your NBN™ Connection Box details

  • To investigate your connection issue, we'll need the Serial Number and CMAC Number of your NBN™ Connection Box.
  • These details can be found on the unit's barcode sticker, as shown below.
    Barcode sticker example


Step 7) Call us on 13 22 58 for further assistance