NBN Troubleshooting Guide

This guide will help you troubleshoot common issues with your NBN service. Depending on the type of NBN technology you have, the solutions might vary. Follow the section that matches your NBN connection type.

NBN Network Status

Check your service for any NBN related outages/planned network events

https://www.nbnco.com.au/support/network-status

FTTP (Fibre to the Premises)

FTTP connections use a fibre optic cable that runs directly to your premises. This setup usually includes an NBN Connection Box (NTD) that connects to your modem router.

Common Issues

No Internet Connection

Ensure the Ethernet cable is securely connected between the UNI-D port on the NBN Connection Box and the WAN port on your modem router. Double-check that the 'Optical' and 'Power' lights on the NBN Connection Box are green, indicating a proper connection. If these lights are off or red, restart both the NBN Connection Box and your modem router by turning them off, waiting 30 seconds, and turning them back on. If the problem persists, contact your ISP.

Slow Internet Speeds

First, connect a device directly to the modem router via Ethernet to check if the issue is with your Wi-Fi. If speeds are still slow, restart your modem router. Make sure there are no devices consuming a lot of bandwidth, such as streaming or downloading large files. You can also try disconnecting other devices from your network to see if the speed improves.

No Lights on NBN Connection Box

Check that the power cable is connected properly to the NBN Connection Box. If the power supply is confirmed and there are still no lights, there may be an issue with the NBN equipment itself. Contact your ISP for further assistance.

FTTN (Fibre to the Node)

FTTN connections use a combination of fibre and existing copper telephone lines. The fibre runs to a node near your premises, and the final connection is via the existing copper network.

Common Issues

No DSL Signal

Ensure the DSL cable is properly connected to both your phone socket and the DSL port on your modem router. Check the DSL light on your modem router; it should be solid. If it’s off or flashing, try restarting your modem router. You might also want to check if other devices in your home, such as a phone, are working correctly on the same line.

Frequent Dropouts

Dropouts can be caused by poor quality or long DSL cables. Ensure you are using a short, high-quality DSL cable directly connected to your phone socket. Avoid using any splitters or filters unless necessary. If the problem continues, there may be an issue with your line quality, and you should contact your ISP to investigate further.

Slow Speeds

Connect a device directly to the modem router via Ethernet to check the speeds. If slow, try restarting your modem router and disconnecting other devices that may be using the internet heavily. Additionally, check the distance of your premises from the node, as FTTN speeds can degrade over longer distances.

FTTB (Fibre to the Building)

FTTB connections are typically used in multi-dwelling units like apartments. The fibre runs to a central point in the building, and the final connection is via the building’s internal copper wiring.

Common Issues

No DSL or VDSL Signal

Double-check that your modem router is connected to the correct phone socket in your unit. The DSL/VDSL light on your modem router should be solid if you have a good connection. If the light is off or flashing, try restarting your modem router. If you’re still having issues, it might be worth trying a different phone socket in your unit.

Intermittent Connection

Ensure that all cables are securely connected and that there are no loose connections. If possible, try using a different phone socket. The building’s internal wiring could also be a factor, so if the problem persists, contact your ISP to check for wiring issues within the building.

Poor Wi-Fi Signal

To improve your Wi-Fi signal, place your modem router in a central location, away from thick walls or large metal objects that could interfere with the signal. If you’re still experiencing issues, consider using a Wi-Fi extender or mesh system to boost your signal throughout your home.

HFC (Hybrid Fibre Coaxial)

HFC connections use a combination of fibre and coaxial cable. The fibre runs to a node, and the connection to your premises is made via coaxial cable, similar to a cable TV connection.

Common Issues

No Internet Connection

Ensure that the coaxial cable is securely connected between the NBN Connection Box and the wall socket. Check that the 'Online' light on the NBN Connection Box is solid. If the light is blinking or off, restart both your modem router and the NBN Connection Box by turning them off, waiting 30 seconds, and turning them back on.

Dropouts

Inspect the coaxial cable for any signs of damage or wear. Ensure that all connections are tight and secure. If dropouts continue, there may be an issue with the signal strength or interference on the line. Contact your ISP for further troubleshooting or a possible technician visit.

No Lights on NBN Connection Box

Verify that the power supply is connected properly. If the NBN Connection Box shows no lights, it could indicate a power issue or a fault with the box itself. Try using a different power outlet and check the power cable for any damage. If the issue persists, contact your ISP.

Fixed Wireless

Fixed Wireless connections use radio signals to connect your premises to the NBN via a wireless tower. This technology is common in rural and regional areas.

Common Issues

No Signal

Ensure that the external antenna is correctly aligned with the NBN tower. Check the signal strength on your modem router; if you see no bars, try restarting both your modem router and the external antenna. Weather conditions can also affect signal strength, so consider this if the issue is temporary.

Slow Speeds

Slow speeds can be due to distance from the NBN tower or interference. Restart your modem router and ensure that the antenna has a clear line of sight to the tower. If the issue persists, you might experience slower speeds during peak times, or it may be necessary to upgrade to a higher speed plan.

Frequent Disconnections

Check for any physical obstructions, such as trees or buildings, that could be blocking the signal between your antenna and the NBN tower. Ensure that your antenna is securely mounted and properly aligned. If disconnections continue, contact your ISP to discuss the possibility of re-aligning the antenna or upgrading your equipment.

DNS Issues

Internet Not Working Despite Connection

If your internet appears to be connected but websites are not loading, you may be experiencing a DNS issue. To resolve this, you can manually set your DNS servers: Windows: Go to Control Panel > Network and Sharing Center > Change adapter settings. Right-click your network connection, select Properties, then select Internet Protocol Version 4 (TCP/IPv4). Click Use the following DNS server addresses and enter the following: - Preferred DNS server: 202.3.111.123 - Alternate DNS server: 202.3.111.124

Mac: Go to System Preferences > Network. Select your network connection, click Advanced, then go to the DNS tab. Click the + button to add: - DNS Server: 202.3.111.123 - DNS Server: 202.3.111.124

Wi-Fi Issues

Wi-Fi Network Not Visible

If you can't see your Wi-Fi network, try the following steps: - Ensure that your modem router's Wi-Fi is turned on. There is often a Wi-Fi button on the modem itself that can be accidentally turned off. - Restart your modem router to refresh the network. - Ensure that your device is within range of the modem router. If you are too far away, the signal might be too weak to be detected.

Weak Wi-Fi Signal

If your Wi-Fi signal is weak or frequently drops out, try these solutions: - Relocate the Modem Router: Place your modem router in a more central location in your home, preferably elevated and away from thick walls or large metal objects that could block the signal. - Reduce Interference: Other electronic devices, such as microwaves, cordless phones, or baby monitors, can interfere with your Wi-Fi signal. Keep your modem router away from these devices. - Upgrade Your Equipment: If your modem router is old, it might not be capable of providing strong Wi-Fi coverage. Consider upgrading to a newer model or using a Wi-Fi extender or mesh system to improve coverage.

Unable to Connect to Wi-Fi

If you’re unable to connect to your Wi-Fi network: - Double-Check the Password: Ensure that you’re entering the correct Wi-Fi password. The password is usually found on a sticker on the modem router. - Forget and Reconnect: On your device, go to the Wi-Fi settings, forget the network, and then reconnect by selecting the network name (SSID) and entering the password again. - Restart Your Devices: Restart both your modem router and the device you’re trying to connect. This can often resolve connectivity issues.

General Network Issues

Network Slowdowns

If your entire network is slow: - Check for Bandwidth-Hogging Activities: Activities such as streaming, online gaming, or large downloads can consume a lot of bandwidth. Try pausing these activities and see if the network speed improves. - Reboot Your Modem Router: A simple reboot can clear any temporary issues with your modem router. Turn it off, wait 30 seconds, and turn it back on. - Check for Firmware Updates: Sometimes, updating the firmware on your modem router can improve performance and fix bugs. Check the manufacturer’s website for the latest updates and instructions.

Devices Disconnecting Randomly

If your devices are frequently disconnecting from the network: - Check for Overheating: If your modem router is overheating, it might cause devices to disconnect. Ensure that the modem router is in a well-ventilated area and not covered by anything. - Network Congestion: If too many devices are connected to the network, this can lead to congestion and disconnections. Try disconnecting some devices or upgrading to a higher-capacity router. - Change Wi-Fi Channels: In some cases, your Wi-Fi network may be competing with nearby networks on the same channel. Access your modem router’s settings and try changing the Wi-Fi channel to reduce interference.

Connection Drops During Video Calls or Streaming

If your connection drops during video calls or streaming: - Prioritize Traffic: Some modem routers allow you to prioritize certain types of traffic, such as video calls or streaming, to ensure a stable connection. Look for a Quality of Service (QoS) setting in your modem router’s settings. - Use a Wired Connection: If possible, connect your device directly to the modem router using an Ethernet cable. Wired connections are generally more stable than Wi-Fi. - Reduce Other Network Activity: Try to limit other network activities during important video calls or streaming sessions to ensure more bandwidth is available for these tasks.

4G/5G Mobile Data

Netcomm NL19

4G Indicator Lights

The 'LTE' Indicator Light (1) will be illuminated when connected.

Use the 'LTE Signal' Indicator Lights (2) to check the signal lights.

1 Green - The LTE Signal is weak.
2 Green - The LTE Signal is medium.
3 Green - The LTE Signal is strong.

If the 'LTE Signal' Indicator Lights (2) are all off, ensure that the SIM is fully inserted and both of the large antennas have been screwed into position on the back of the modem.

Need Further Assistance?

If you’re still experiencing issues after following these steps, please reach out to our support team at [Support Contact Information]. We’re here to help you resolve any problems with your NBN service.