Troubleshooting NBN FTTP 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 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. You may need to lift the cover to access it.
  • Turn off the power at the electrical outlet that your Power Supply Unit is plugged into, then unplug the power cable from the power socket at the bottom of your Connection Box as shown below. Leave the cable unplugged for 1-2 minutes, then plug it back in.
  • 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.
     
    NBN FTTP Connect Box power cycle

 

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  • Any damaged or outdated cables should be replaced.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) Check your NBN™ Connection Box

 

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