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Troubleshooting your NBN Connection - No Connectivity

December 8, 2021 13:00
Article by Khalil Zaydan

In this article

Introduction

At the end of this article, you will have completed all the necessary initial steps to troubleshoot your nbn internet connection.

Troubleshooting your nbn connection will vary depending on your service address technology type. If you are not familiar with nbn technology types the following link explains each connection and its standard setup: https://www.nbnco.com.au/learn/network-technology

To check what service type you are, use the following link and type in your service address: https://www.nbnco.com.au/connect-home-or-business/check-your-address

Once entered, you should be able to classify your connection type. The below example is a fibre to the curb site.

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NBN service outage checker

The first step in troubleshooting your internet connection is to identify any known/ongoing outages, these could be planned or unplanned by nbnco. Access to this checker is open and can be found here: https://www.nbnco.com.au/support/network-status

You will simply have to type in your service address and click 'check address'.

How to perform a power cycle

For all nbn connectivity issues, the first physical troubleshooting step will be to power cycle the modem and or router onsite, regardless of your nbn technology type.

(a) Switch the modem/router off. This can be done by disconnecting the power cord from the back of the router and modem.

This ensures that there is no remaining power left in the hardware and allows it to properly perform a power cycle. Sometimes, when you simply turn off the hardware, it will still have some left-over power and won’t actually turn off or power cycle properly.

Please ensure you wait 30 seconds to 1 minute. This will remove any left-over power, once the power cord has been pulled out, and gives the router and modem an opportunity to power cycle

(b) Connect the power cords back into the router/modem on switch the device(s) on.

Checking your network cabling

There will be instances where your internet drops out due to faulty or loose cabling. Depending on your connection, cable configurations will differ:

Fibre to the premise

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(a) Ensure that the power adapter is plugged into your modem’s power port and the other end into a wall Powerpoint and turn on the power at the wall.

(b) Check that the red 'WAN' cable is connected to your modem’s 'WAN' port and the other end into 'UNI-D port 1' on your nbn connection box.

(Please note the UNI-D port number will normally be activated on UNI-D1, however, if there was an existing connection that was not being succeeded, your connection may be on another port)

(c) If you have identified an issue with the cabling, correct it then turn your modem’s power on.

Fibre to the node/building

Diagram of fibre to the node installation

(a) Ensure that the power adapter is plugged into your modem’s power port and the other end into a wall Powerpoint and turn on the power at the wall.

(b) Plug one end of the grey 'DSL' (telephone) cable into your modem’s 'DSL' port and plug the other end into your wall phone socket.

(c) If you have identified an issue with the cabling, correct itthen turn your modem’s power on.

Please note: if you have recently connected your new nbn connection at an FTTN/B site and cannot activate the service, please check that you are using a VDSL2 compatible modem/router.

Fibre to the curb

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(a) Ensure that the power adapter is plugged into the NBN NCD (Network Connection Device) power port and the other end into a wall powerpoint and turn on the power at the wall.

(b) Ensure the NCD into your phone socket using the nbn telephone cable

(c) If you have identified an issue with the cabling, correct it then connect power to the NCD.

(d) Plug WAN cable into the yellow Gateway port on the white nbn Network Connection Device (NCD). If you don’t have a cable with red or yellow ends, you can use any Ethernet or LAN cable instead.

(e) Ensure that the power adapter is plugged into your router power port and the other end into a wall Powerpoint and turn on the power at the wall.

HFC - Hybrid Fibre Coaxial

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(a) Ensure that the power adapter is plugged into your modem’s power port and the other end into a wall Powerpoint and turn on the power at the wall.

(b) Check the coaxial cable is plugged in between the wall and the nbn connection box.

(c) Ensure that one end of the 'WAN' cable is connected to your modem's 'WAN' port and the other end into the 'UNI-D' port on your HFC nbn connection box

(c) If you have identified an issue with the cabling, correct it then turn your modem’s power on.

(d) Make sure your HFC nbn connection box is turned on, then turn your modem’s power on – the 'Power' light will turn solid green. Wait for the 'Wi-Fi' and 'Internet' lights to turn solid green.

Fixed Wireless

Troubleshooting your Fixed Wireless Internet Connection – Better Internet  for Rural, Regional & Remote Australia (BIRRR)

(a) Ensure that the power adapter is plugged into your modem’s power port and the other end into a wall Powerpoint and turn on the power at the wall.

(b) Check that the red 'WAN' cable is connected to your modem’s 'WAN' port and the other end into 'UNI-D port 1' on your nbn connection box.

(Please note the UNI-D port number will normally be activated on UNI-D1, however, if there was an existing connection that was not being succeeded, your connection may be on another port)

(c) If you have identified an issue with the cabling, correct it then turn your modem’s power on.

Light status - What do they mean?

Fibre to the premise

Fibre to the curb

Fibre to the node/building

The hardware onsite on these connections will be considered CPE (customer premise equipment) meaning modem/routers of different makes and models will be installed. In terms of checking light status, you are wanting to look out for red or similar colours as a flag of concern.

HFC - Hybrid Fibre Coaxial

Fixed-Wireless

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Identified an issue or still having trouble?

If you have flagged an issue with your connection after following the above steps please contact our support team and provide the following details:

(a) Full site address

(b) Light status of the nbn box (if applicable)

(c) Light status of the router

(d) Router make and model

(e) Site contact name and number

A quick search will help you find answers to most of the FAQ's.
If you are unable to find a solution from the knowledge base centre, please contact your service provider for technical assistance.