Troubleshooting FTTH for No Connection

If your iiNet FTTH (OptiComm or Redtrain) 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.

Visit our Network Status page to see if any known issues in your area are affecting your connection.
Locate your modem and ensure that it's connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
Find your FTTH Connection Box. This is commonly installed indoors on the inside of an outer wall of the premises, sometimes in the garage. Some older installations may be in an outdoor cabinet on an exterior wall of the premises. Examples of connection boxes can be found here.
Turn off the Connection Box using the power button or power outlet for at least 10 seconds.
Note: If an outdoor Connection Box has no visible power button or power outlet, skip this step as a restart is not possible.
Turn off the power outlet for your modem for at least 10 seconds.
Turn both the Connection Box and the modem back on and wait for the 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.
If you still can't view a website, call us on 13 22 58 for further assistance.