Troubleshooting NBN Satellite 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  • Any damaged or outdated cables should be replaced.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 NBN™ Satellite antenna

  • Your NBN™ Wireless antenna must be kept clear of obstructions such as tree branches because it nears a clear line of sight to get a strong signal.
  • Severe weather conditions resulting in heavy cloud cover may also cause connection issues.
  • If your antenna has been damaged, please call us on 13 22 58 for assistance.


Step 7) Extended power cycle your NBN™ Connection Box

  • Locate your indoor NBN™ Connection Box. This is most commonly installed on the inside of an outer wall of the premises, sometimes in the garage.
  • Turn off the power at the electrical outlet that your NBN™ Connection Box is plugged into.
  • Unplug the POWER and SAT cables from the back of your NBN™ Connection box as shown below, and leave them unplugged for at least 30 minutes. This time allows your current connection session to expire, forcing a fresh connection.
  • After 30 minutes, plug the POWER and SAT cables back in, and turn the electrical outlet back on.
  • Allow your NBN™ Connection Box to reboot (the status light will be white during bootup).
  • Attempt to view a website.
    NBN Connection Box diagram


Step 8) Call us on 13 22 58 for further assistance