Fixing FTTN/B Dropouts: Troubleshooting Guide

This guide is for customers using FTTN (Fibre to the Node) or FTTB (Fibre to the Building) 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 Internet lights on your modem/router 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 modem/router.
  
  
• Interference or faults on the copper line from the node/building to your premises.
  
  
• Temporary network congestion or network fault (unplanned or planned outages)

 

Lights to Check on Your Modem/Router

 

 

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 for 2–3 minutes, then turn it back on.

3. Check all cables:
Make sure the telephone cable from the wall socket to your modem/router is secure and undamaged.
If you’re using a filter or splitter, remove it and connect the modem directly to the socket.

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:
  • Modem/router light status (Power, DSL/Internet, LAN/Wi-Fi).
  • 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.