Fixing Fixed Wireless Dropouts: Troubleshooting Guide

This guide is for customers using Fixed Wireless (FW) NBN services. It covers common dropout symptoms, likely causes, and step-by-step instructions to help you quickly restore your connection.

 

Dropouts You Might Notice

• Internet disconnects intermittently or slows dramatically.
  
  
• The Signal or Status lights on your NBN Outdoor Antenna or Indoor Unit flicker or go out.
  
  
• Streaming, gaming, or video calls freeze or drop mid-session.
  
  

Likely Causes

• Weather conditions (heavy rain, storms, or strong winds) affecting the signal between your premises and the Fixed Wireless tower.
  
  
• Physical obstructions (trees, buildings) blocking the antenna’s line-of-sight to the tower.
  
  
• Faulty cables between the outdoor antenna and indoor unit, or between the indoor unit and your router.
  

Lights to Check on Your NBN Fixed Wireless Equipment

 

Step-by-Step Troubleshooting

1. Check for Known Outages:
Before troubleshooting, verify if there are any planned or unplanned outages affecting your service:

• Visit the SpinTel website to check for any planned maintenance or reported NBN issues.
  
  
• Cross-check the NBN Co website for any unplanned outages in your area.
  If an outage is reported, wait for it to be resolved before further troubleshooting.
  
  

2. Restart your equipment:
Turn off your modem/router and NBN Indoor Unit (the device inside your home) for 2–3 minutes, then turn them back on.

3. Check all cables:
Make sure the cable from the outdoor antenna to the indoor unit, and the Ethernet cable from the indoor unit to your modem/router, are secure and undamaged.

4. Eliminate Interference:
Wireless interference can cause connection instability.

• Place the router in a central location, away from walls and electronic devices.
  
  
• Change the Wi-Fi channel to reduce interference from neighbouring networks.
  
  

5. Test a Wired Connection:
If you’re using Wi-Fi, plug your device directly into the modem/router with an Ethernet cable to rule out Wi-Fi issues.

6. Contact SpinTel Support:
If the issue persists after performing the steps above:

• Gather the following information:
  • Indoor unit light status (Power, Status, Signal, ODU).
  • Frequency and timing of dropouts.

Contact SpinTel Support or call 1300 303 375 for further assistance. Our team may escalate the issue to NBN Co if required.