Fixing FTTN/B Dropouts: Troubleshooting Guide


This guide is for customers using FTTN (Fibre to the Node) or FTTB (Fibre to the Building) 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

Likely Causes

 

Lights to Check on Your Modem/Router

 

 

Light

Normal State (What You Should See)

If Not Normal (What To Do)

Power

Solid Green

Check power supply or outlet. Make sure adapter is firmly plugged in.

DSL/Internet

Solid Green (indicates active connection)

If flashing or off, restart modem/router and check phone cable.

LAN/Wi-Fi

Blinking (indicates data activity)

Ensure Ethernet cables are secure and Wi-Fi is enabled.

Step-by-Step Troubleshooting

1. Check for Known Outages:
Before troubleshooting, verify if there are any planned or unplanned outages affecting your service:

2. Restart your equipment:
Turn off your modem/router for 2–3 minutes, then turn it back on.

3. Check all cables:
Make sure the telephone cable from the wall socket to your modem/router is secure and undamaged.
If you’re using a filter or splitter, remove it and connect the modem directly to the socket.



4. Eliminate Interference:
Wireless interference can cause connection instability.

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:

Contact SpinTel Support or call 1300 303 375 for further assistance. Our team may escalate the issue to NBN Co if required.



Article ID: 1044
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-fttn-b-dropouts-troubleshooting-guide.html