NOTE: If this is the first time you are trying to use the connection, please contact us by clicking the chat icon below or call 1300 303 375 to verify that your NBN service has been activated.
Here are the few things we have to check before troubleshooting:
1. Check on our network status page for any outage in your area. You can click on the links below to check your area for outages.
2. Power off the modem and the NBN box for at least 2-3 minutes before you turn it back on.
If you are still unable to connect to the Internet, please proceed with the troubleshooting below.
1. Check the light indicator.
NBN HFC Connection Box Type 1 Light Status:
NBN HFC Connection Box Type 2 Light Status:
- The Power indicator should be colored Green. If it is Off, check for possible issues with the power connection.
- The Downstream and Upstream light. These lights should be solid Green to indicate a successful connection to the network. If either of the lights is Flashing, it means that it is still trying to establish a connection. Contact us if the lights remain flashing/off after waiting for some time.
- The Online light is the indicator that the device has a connection to the network. It should be solid Green to indicate that no issues are present. If it is flashing, the device might have lost connection to the network and we need to lodge a fault.
If everything looks okay on the NBN box, the issue might be on the modem.
1. Make sure that the modem is turned on. The power indicator should be colored Green. If it is Red/Off, it might have issues with the power connection. Check the power cable if it is properly connected to the power outlet.
2. Check if the WAN light is on. This is the indication that the router is detecting the nbn box. If it is Off, check that the Ethernet cable is properly connected to the WAN port on the router.
3. Next, check the Internet light. If the router is properly configured, the indicator is colored Green. If it is Off or Red, the configuration for the router might be incorrect. You can check this guide in configuring your modem.
4. If you are still having issues, make sure that your device is properly connected to the router. If you are using WiFi, check if you are on the correct WiFI network. You can check this guide in troubleshooting your WiFi connection.
5. If you are connected directly using an Ethernet cable, make sure that you are properly connected to the LAN ports on the modem. Try using different ports in case the current port is faulty.