Troubleshooting iiNet FTTB for Dropouts

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).
  • Continue monitoring for dropouts. 

 

Step 3) Check your connection on other devices

  • When your connection drops out, check other devices connected to your modem via WiFi or Ethernet cable to see if they've dropped out, too.
  • If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
  • If devices connected via Ethernet cable stay online when devices connected via WiFi drop out, switch to troubleshooting WiFi Dropouts.
  • If you only lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.

 

Step 4) Check your Network Termination Unit (NTU)

  • Check the status lights on the NTU.
  • If you notice a red DIAG light or a flashing POWER light when the internet drops out, please call us on 13 22 58 for assistance.
     
    FTTB Network Termination Unit example

 

Step 5) Check your cables

  • Check that all cables connected to your modem and Network Termination Unit 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 FTTB services - Cat5e or Cat6 is ideal.
  • Any damaged or outdated cables should be replaced.
  • Continue monitoring for dropouts.

 

Step 6) Make a note of your dropouts

  • If a fault needs to be lodged for your FTTB service, we'll need the dates and times of when the dropouts occurred.
  • Please make notes for easy reference, e.g:
    27/11/2019 - 7:30PM to 8:15PM
    28/11/2019 - 8:30AM to 9:00AM
    28/11/2019 - 10:00AM to 10:30AM

 

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