Troubleshooting nbn® HFC for No connection
If your nbn HFC service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.
- 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.
- If you have access to another device with an internet connection such as a mobile phone, log in to Toolbox and run an nbn service test. We'll contact you if a fault is detected.
- Locate your indoor nbn Network Connection Box and modem and ensure that they are connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
Note: If you have an advanced setup using a network switch, it must be plugged into a router instead of directly into the nbn Connection Device (NCD).
- Turn off the electrical outlets for both your nbn Connection Box and modem and leave them off for at least 10 seconds.
- Turn both outlets back on and wait for the box and modem lights to settle, then attempt to view a website.
- Attempt to view a website on a device connected to your modem via Ethernet cable, not Wi-Fi. If Ethernet works but Wi-Fi doesn't, see troubleshooting Wi-Fi No Connection.
- If you can view websites on some devices but not others, see our guide on Browsing issues.
- To investigate your connection issue, we'll need your nbn Connection Box's Serial Number and CMAC Number. These details can be found on the unit's barcode sticker:
Arris CM8200 (supplied before 1 October 2024)
Arris CM3500 (supplied after 1 October 2024)
- If you still can't get online, and the nbn service test did not detect a fault, please call us on 13 22 58 for further assistance.