Troubleshooting NBN Wireless for Dropouts

This article will guide you through the troubleshooting for internet dropouts on an NBN™ Wireless 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:

27/11/2018 - Started 7:30PM - Finished 8:15PM
28/11/2018 - Started 8:30AM - Finished 8:45AM
28/11/2018 - Started 10:00AM - Finished 10:30AM

 

Select one of the links below to jump to a query:

  • 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 indoor NBN™ Connection Box may have red lights. See NBN™ Wireless 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.
     
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.
Obstructed or damaged NBN™ Wireless 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 dropouts. If your antenna has been damaged, please call us on 13 22 58 for assistance.
  1. Locate your indoor NBN™ equipment - this will be a Connection Box plugged into your outdoor antenna's wall outlet and an electrical outlet. This is most commonly installed on the inside of an outer wall of the premises, sometimes in the garage.


     

  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.
     

     

  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 turning off the power at the electrical outlet that your NBN™ Power Supply Unit is plugged into.
     
  5. Wait 1-2 minutes, and then turn the power back on.
     
  6. After the NBN™ equipment has rebooted, monitor your connection for dropouts for as long as it typically takes for dropouts to occur.
     
  7. If your Connection Box still has a red Status light after restarting your equipment or you’re still experiencing dropouts, please call us on 13 22 58 for further assistance.