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
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Light
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Normal State (What You Should See)
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If Not Normal (What To Do)
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Power
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Solid Green
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Check the power supply or outlet. Make sure the adapter is plugged in.
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Upstream/Downstream
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Solid Green
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If flashing or red, restart your NBN device and modem. If still abnormal, please contact us for assistance.
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Online
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Solid Green or White
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If off or flashing, restart the modem/router. If still not restored, contact support.
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LAN/Ports
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Blinking (indicates activity)
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Make sure cables are secure and devices powered on.
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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 (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.
Article ID: 1041
Created: October 2, 2025
Last Updated: October 2, 2025
Author: Annive Federicos [annive.federicos@spintel.net.au]
Online URL: https://articles.spintel.net.au/article/fixing-hfc-dropouts-hybrid-fibre-coaxial-troubleshooting-guide.html