Fixing FTTC Dropouts: Fibre to the Curb Troubleshooting Guide
This guide is for customers using FTTC (Fibre to the Curb) NBN services. It covers common dropout symptoms, likely causes, and step-by-step instructions to help you quickly restore your connection.
Dropouts You Might Notice
- Internet disconnects intermittently or slows dramatically.
- The DSL or WAN lights on your NBN Connection Device (NCD) flicker or go out.
- Streaming, gaming, or video calls freeze or drop mid-session.
Likely Causes
- Faulty or loose telephone cables between your wall socket and the NCD.
- Interference on the copper line from the curb to your premises.
- Temporary network congestion or network fault (unplanned or planned outages)
Lights to Check on Your NBN Connection Device (NCD)
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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 Blue
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Check power supply or outlet. Make sure adapter is firmly plugged in.
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Connection
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Solid Blue (indicates fibre connection)
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If flashing or red, restart NCD and modem/router.
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DSL
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Solid Blue
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If off or flashing, check phone cable from wall socket to NCD.
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LAN
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Blinking Blue (indicates data activity)
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Ensure Ethernet cables are secure between NCD and modem/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 Device (NCD) for 2–3 minutes, then turn them back on.
3. Check all cables:
Make sure the telephone cable from the wall socket to the NCD and the Ethernet cable from the NCD to your modem/router are 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:
- NCD light status (Power, Connection, DSL, LAN).
- 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: 1042
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-fttc-dropouts-fibre-to-the-curb-troubleshooting-guide.html