Troubleshooting NBN FTTC 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 modem

  • Turn off your modem and leave it off for at least 60 seconds.
  • Turn your modem back on and allow it 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  • Any damaged or outdated cables should be replaced.
  • Attempt to view a website.


Step 6) Check your Network Connection Device (NCD)

  • Your NBN™ FTTC modem must be plugged in via the NBN™ FTTC Connection Device (NCD). If there is no NCD present at your premises, please call us on 13 22 58 for assistance.
  • Check the NCD status lights. If you see a red Connection light, please call us on 13 22 58 for assistance.


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