Fixing FTTC Dropouts: Fibre to the Curb Troubleshooting Guide

This guide is for customers using FTTC (Fibre to the Curb) 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 DSL or WAN lights on your NBN Connection Device (NCD) flicker or go out.
  
  
• Streaming, gaming, or video calls freeze or drop mid-session.
  
  

Likely Causes

• Faulty or loose telephone cables between your wall socket and the NCD.
  
  
• Interference on the copper line from the curb to your premises.
  
  
• Temporary network congestion or network fault (unplanned or planned outages)

Lights to Check on Your NBN Connection Device (NCD)

 

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 Connection Device (NCD) for 2–3 minutes, then turn them back on.

3. Check all cables:
Make sure the telephone cable from the wall socket to the NCD and the Ethernet cable from the NCD 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:
  • NCD light status (Power, Connection, DSL, LAN).
  • 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.