Fixing HFC Dropouts: Hybrid Fibre Coaxial Troubleshooting Guide

This guide is for customers using HFC (Hybrid Fibre Coaxial) NBN services. It explains common dropout symptoms, likely causes, and step-by-step instructions to help restore your connection quickly.

 

Dropouts You Might Notice

• Internet connection drops out or slows, especially during bad weather or at peak times.
  
  
• The Online light on your NBN Connection Box may flash or go off.
  
  
• Streaming, gaming, or video calls may frequently buffer or disconnect.
  
  

Likely Causes

• Signal loss or interference on the coaxial cable.
  
  
• Loose or damaged coaxial or Ethernet cables inside your premises.
  
  
• Temporary network congestion or network fault (unplanned or planned outages)

 

Lights to Check on Your NBN Connection Box

 

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 (coaxial and Ethernet) between the modem/router and the NBN Connection Box is 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:
  • NTD light status (e.g., Power, Upstream/Downstream, Online 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.