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Troubleshooting NBN FTTP Dropouts

This article will guide you through the troubleshooting for internet dropouts on an nbn™ Fibre to the Premises (FTTP) 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™ Connection Box (a.k.a NTD or indoor unit) may have red lights. See nbn™ FTTP Connection Box Status Lights 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.

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 make sure that the issue isn’t just WiFi dropouts.

    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 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 Connection box and the Hub/Smart panel.
     
  4. If you still experience dropouts, 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. After the nbn™ equipment has rebooted, monitor your connection for dropouts for as long as it typically takes for dropouts to occur.
     
  10. If your Connection Box still has a red Optical light after restarting your equipment or you’re still experiencing dropouts, please call us on 13 22 58 for further assistance.

 

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