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Can't Connect To The Internet - FTTP Service
Can't Connect To The Internet - FTTP Service

This article contains useful troubleshooting steps if you are having issues with your FTTP service

Annive avatar
Written by Annive
Updated over a week ago

What is FTTP?

Fibre to the Premise (FTTP) involves fibre optic cables used for data transfer at every point through the nbn™ network. The fibre cable is connected directly to a utility box on the outside of the premises, which in turn is connected to an nbn™ connection box inside your house.

Using FTTP Connection for the First Time?

You may need to contact us by clicking the chat icon below or call 1300 303 375 to verify that your NBN service has been activated.

How Do You Connect to FTTP?

Plug the nbn box and your modem into the power outlet. Using an ethernet cable, connect the UNI-D port of the nbn box to your modem’s WAN port.

Note: Some modems would label the WAN port as "Internet"

FTTP connection box

How Do You Check if There’s an Outage?

To verify if there’s a reported outage in your area, please visit our website, SpinTel Network Status.

Note: Unplanned outages may not show on our website, you may also refer to NBN Network Outages.

Internet Still Not Working?

If the issue persists after checking the physical setup and no network outage has been reported,

  1. Power off the modem and the NBN box for at least 2-3 minutes.

  2. Once both boxes are turned ON, check the light indicators on your NBN box

You may need to remove the cover by pressing the two clips at the base upward, then pull the bottom of the cover out and up to remove it completely.

  • Power Light: Make sure that it is green.

If the light is Red or Off, check the power cable and make sure that it is properly inserted.

FTTP Optical light
  • Optical Light: This is the indicator that the device is connected to the network.

If the light is Red, you will need to contact us so we can lodge a fault. Please have the Serial number or the ALCL of the NTD ready as this will be needed when lodging a fault.

FTTP connection box Serial number
  • UNI-D Light: Make sure that this is on.

If the UNI-D light is off, check if the Ethernet cable is properly connected to the UNID port. You might also try using a different cable to make sure it is not faulty.


3. If everything looks okay on the NBN box, the issue might be on the modem.

modem router lights

Check the light indicators on your modem:

  • Power Light: Make sure the modem is turned on.

If the power light is Red or Off, there might have issues with the power connection. Check the power cable and make sure that it is properly inserted, or try another power outlet.

  • WAN Light: This is the indication that the modem is detecting the nbn box.

If it is Off, check that the Ethernet cable is properly connected to the WAN port on the modem.

modem router's WAN port
  • Internet Light: If the router is properly configured, the indicator is coloured 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.

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