Fixing FTTP Dropouts: Fibre to the Premises Troubleshooting Guide
Estimated Reading Time: 2 MinutesThis guide is for customers using FTTP (Fibre to the Premises) NBN services. It explains common dropout symptoms, likely causes, and step-by-step instructions to help restore your connection quickly.
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Dropouts You Might Notice
- Frequent or sudden loss of internet connection even though all lights appear normal.
- The Optical light turns red or starts flashing.
- Internet speeds become unusually slow or unstable.
Likely Causes
- Issues with the fibre line outside your premises.
- Loose or disconnected cables inside your NBN Connection Box.
- Temporary network fault (unplanned or planned outages)
Lights to Check on Your NBN Connection Box
| Light | Normal State (What You Should See) | If Not Normal (What To Do) |
|---|---|---|
| Power | Solid Green | Check the power supply or outlet. Make sure the adapter is plugged in. |
| Optical/Connection | Solid Green | If flashing or red, restart your NBN device and modem. Please contact us for assistance. |
| UNI-D Light (for the active port) | Blinking (indicates activity) | Should be solid or blinking green. If off, check the Ethernet connection to your router. |
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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 Box for 2–3 minutes, then turn them back on.
3. Check all cables:
Make sure every cable between the modem/router and the NBN Connection Box is secure and undamaged. Loose or damaged cables can lead to connection dropouts.
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:
- NTD light status (e.g., Power, Optical, UNI-D lights).
- 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.
