Troubleshooting nbn FTTP Dropouts

  1. Check your address on nbn®'s Network status and outages page or visit our Network Status page to see if there are any known issues in your area.
  2. Log in to Toolbox and run an nbn service test. We'll contact you if a fault is detected.
  3. Turn off the electrical outlets for both the nbn Connection Box and your modem and leave them off for at least 10 seconds.
  4. Turn both outlets back on and wait for the modem lights to settle. Continue monitoring for dropouts.
  5. When your connection drops out, check other devices connected to your modem via WiFi or Ethernet cable to see if they've dropped out, too.
  6. If devices connected via Ethernet cable stay online when devices connected via WiFi drop out, switch to troubleshooting WiFi Dropouts.
  7. Ensure your modem is connected correctly, with cables in good condition and plugged in securely.
    NBN FTTP Diagram
  8. If you still experience dropouts, and the nbn service test did not detect a fault, please call us on 13 22 58 for further assistance.

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