Here's everything you need to know about iiNet Ultra Broadband VDSL2.

Select one of the links below to jump to a query:

Where is Ultra Broadband VDSL2 available?

iiNet Ulta Broadband VDSL2 is only available in the ACT. You can check your address on our website.\

 

We'll provide an iiNet modem. If you'd like to use the included VDSL2 Phone service to make calls over the internet, you'll need a VoIP-compatible phone to plug into your modem.

Some premises may also require a Network Termination Unit (NTU). If this is the case, we’ll supply this to you without charge. The NTU remains the property of iiNet and should not be removed from the premises once installed.

Note: You must use the iiNet modem to get online. You can connect your own Wi-Fi router to the iiNet modem if you want to.

 

If a VDSL2 installer is required to visit your premises, we'll be in touch to book a suitable appointment with you. An installation may not be needed if VDSL2 has been connected at your address before.

A standard installation normally takes up to an hour, or two hours if you're getting an overhead cable connected to your property. The installer will complete your connection and run a test to make sure you can get online.

Note: If your iiNet modem hasn't been delivered before your installation, don't worry. The technician will use their own modem to test the connection, and you can plug in your iiNet modem once it's delivered.

 

The following services may not work on VDSL2:

  • Priority Assistance phone services
  • Fax machines
  • EFTPOS or vending machines
  • Back-to-base VPN
  • Monitored security alarms
  • Dial-up security cameras
  • Digital Pay TV

Please contact your service provider to make arrangements before you order VDSL2. It may be possible to switch to an alternative service that does work with VDSL2.

Please note: iiNet does not offer a Priority Assistance service. If you are a Priority Assistance customer, please consider this before you order.

If your Ultra Broadband VDSL2 service is having dropouts, it means your internet will go offline and come back online intermittently. These steps will help you identify the issue.

  1. Visit our Network Status page to see any known issues in your area that may be affecting your connection.
  2. Turn off your modem and leave it off for at least 10 seconds.
  3. Turn your modem back on and wait for the modem lights to settle. Continue monitoring for dropouts. 
  4. Do you have any devices connected to your modem with an Ethernet cable? If these devices stay connected when devices on WiFi drop out, switch to troubleshooting WiFi Dropouts.
  5. If you have an Adtran® Gfast Network Termination Unit (NTU) and you notice that the LAN light is off or the G.Fast light is flashing green, make sure the phone cable use is not longer than 1 metre.
    GFast LED Flashing or LAN Off
     
  6. Ensure your modem is connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
  7. Still getting dropouts? Call us on 13 22 58 for further assistance.

If your Ultra Broadband VDSL2 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.

  1. Visit our Network Status page to see if any known issues in your area are affecting your connection.
  2. Locate your iiNet VDSL2 modem and ensure that it's connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
  3. Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
  4. Turn the outlet back on and wait for the modem lights to settle, then attempt to view a website.
  5. If you have an Adtran® Gfast Network Termination Unit (NTU) and you notice a flashing green G.Fast light after restarting, make sure the phone cable use is not longer than 1 metre. If this light keeps flashing, please call us on 13 22 58 for assistance.
    GFast LED Flashing
  6. 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.
  7. If you can view websites on some devices but not others, see our guide on Browsing issues.
  8. If you still can't view a website, call us on 13 22 58 for further assistance.

If your Ultra Broadband VDSL2 service is running slowly, these steps will help you identify the issue.

  1. Visit our Network Status page to see any known issues in your area that may be affecting your service speed.
  2. Turn off your modem and leave it off for at least 60 seconds.
  3. Turn your modem back on and wait for the modem lights to settle, then run a speed test.
  4. Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on Wi-Fi are slow, switch to Troubleshooting Wi-Fi speed.
  5. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
  6. Turn off or disconnect all other devices connected to your modem's Wi-Fi (except the device you are testing, if applicable).
  7. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
  8. If your speed has improved on a single device, you may need to upgrade your nbn plan to provide the bandwidth necessary to support more programs and/or devices. You can change your plan in Toolbox or call us on 13 19 17 to discuss.
  9. Make sure your modem’s Ethernet cables are in good condition, with “CAT6” or “CAT5e” printed on them. Replace any damaged cables.
    Note: Older Cat5 Ethernet cables are not recommended for VDSL2 services.
  10. Perform a scan on your antivirus/anti-malware software. If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
  11. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
  12. If you still have speed issues, please call us on 13 22 58 for further assistance.

Your modem will take care of the hard stuff like internet settings, but we’ll need your help to plug it in. The main cables you need will come in the box, and you can grab extra Ethernet cables from the shops if you need them.

 

Choose your modem to get started:

Picture Modem
VX420-G2V Modem
 VX420-G2V Modem
Adtran G.Fast NTU
 VX420-G2V Modem with Gfast NTU
Smart Modem Gateway
 Smart Modem Gateway (VX420-G2H)
VX220-G2V Modem
 VX220-G2V Modem
TP-Link VR1600v modem
 TP-Link VR1600V
TG-789 Broadband Gateway
 TG-789 Broadband Gateway
TP-Link VR1600v modem
 Guides for previously sold modems

 

VX420-G2V Modem

  1. First, make sure you’ve got a message from us asking you to plug in your modem. We need to get your connection ready on our side before you plug in.
  2. Use the power cable to connect your modem's Power port to a power outlet and press your modem's ON/OFF button.
  3. Use the phone cable to connect your modem's grey DSL port to your phone wall socket.
  4. Leave your modem alone for 15 minutes while it runs through its automatic setup.
  5. Check the Internet light on your modem. If it's green, you're online and you can start connecting your devices
     
    No green light? Call us on 13 22 58 and we can help you out.
    VX420-G2V lights - from left to right: Power, DSL, Internet, 2.4GHz, 5GHz, WAN, LAN1, LAN2, LAN3, LAN4, Phone, WPS, USB.
  6. The default Wi-Fi name (SSID) and Wireless password/PIN is on your modem’s barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
    VX420-G2V barcode sticker
  7. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  8. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
  9. If you want to use your VDSL2 Phone service, plug a VoIP-compatible handset into your modem’s green Phone port.
    VX420-G2V VDSL2 plugin - from left to right, VX420-G2V ports are Phone, DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Reset button, ON/OFF button, Power.

 

VX420-G2V Modem with Gfast NTU

The Adtran® Gfast NTU is supplied with our ULTRA VDSL Max plan.

 

  1. First, make sure you’ve got a message from us asking you to plug in your modem. We need to get your connection ready on our side before you plug in.
  2. Use the power cables to connect your modem and NTU's Power ports to power outlets, then press your modem's ON/OFF button.
  3. Use the Ethernet cable to connect your modem’s blue WAN port to your NTU's LAN port.
  4. Use the phone cable to connect your NTU's Gfast port to your phone wall socket.
  5. Leave your modem alone for 15 minutes while it runs through its automatic setup.
  6. Check the Internet light on your modem. If it's green, you're online and you can start connecting your devices
     
    No green light? Call us on 13 22 58 and we can help you out.
    VX420-G2V lights - from left to right: Power, DSL, Internet, 2.4GHz, 5GHz, WAN, LAN1, LAN2, LAN3, LAN4, Phone, WPS, USB.
  7. The default Wi-Fi name (SSID) and Wireless password/PIN is on your modem’s barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
    VX420-G2V barcode sticker
  8. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  9. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
  10. If you want to use your VDSL2 Phone service, plug a VoIP-compatible handset into your modem’s green Phone port.
    VX420-G2V VDSL2 plugin with NTU - from left to right, VX420-G2V ports are Phone, DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Reset button, ON/OFF button, Power.

 

Smart Modem Gateway (VX420-G2H)

 

  1. First, make sure you’ve got a message from us asking you to plug in your modem. We need to get your connection ready on our side before you plug in.
  2. Use the power cable to connect your modem's Power port to a power outlet and press your modem's ON/OFF button.
  3. The the phone cable to connect your modem's grey DSL port to your phone wall socket.
  4. Leave your modem alone for 15 minutes while it runs through its automatic setup.
  5. Check the Internet light on your modem. If it's green, you're online and you can start connecting your devices
     
    No green light? Call us on 13 22 58 and we can help you out.
    Smart Modem Gateway lights - from left to right: Power, DSL, 4G, Internet, 2.4GHz, 5GHz, WAN, LAN1, LAN2, LAN3, LAN4, Phone, WPS, USB.
  6. The default Wi-Fi name (SSID) and Wireless password/PIN is on your modem’s barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
    Smart Modem Gateway barcode sticker
  7. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  8. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
  9. If you want to use your VDSL2 Phone service, plug a VoIP-compatible handset into your modem’s green Phone port.
    Smart Modem Gateway VDSL2 plugin - from left to right, modem ports are Phone, DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Reset button above ON/OFF button, Power.

 

VX220-G2V Modem

 

  1. First, make sure you’ve got a message from us asking you to plug in your modem. We need to get your connection ready on our side before you plug in.
  2. Use the power cable to connect your modem's Power port to a power outlet and press your modem's ON/OFF button.
  3. Use the phone cable to connect your modem's grey DSL port to your phone wall socket.
  4. Leave your modem alone for 15 minutes while it runs through its automatic setup.
  5. Check the Internet light on your modem. If it's blue, you're online and you can start connecting your devices
     
    No blue light? Call us on 13 22 58 and we can help you out.
    VX220-G2V lights - from left to right: Power, DSL, Internet, 2.4GHz, 5GHz, WPS, WAN, LAN1, LAN2, LAN3, LAN4, Phone, USB.
  6. The default Wi-Fi name (SSID) and Wi-Fi Password is on your modem’s barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
    VX220-G2V Modem barcode sticker
  7. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  8. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
  9. If you want to use your VDSL2 Phone service, plug a VoIP-compatible handset into your modem’s green Phone port.
    VX220-G2V VDSL2 plugin - from left to right, modem ports are Phone, DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Power. The right side of the modem has an ON/OFF button and Reset button.

 

TP-Link VR1600v

  1. First, make sure you’ve got a message from us asking you to plug in your modem. We need to get your connection ready on our side before you plug in.
  2. Use the power cable to connect your modem's Power port to a power outlet and press your modem's Power button.
  3. Use the phone cable to connect your modem's grey DSL portto your phone wall socket.
  4. Leave your modem alone for 15 minutes while it runs through its automatic setup.
  5. Check the Internet light on your modem. If it's green, you're online and you can start connecting your devices
     
    No green light? Call us on 13 22 58 and we can help you out.
    VR1600V lights - from left to right: Power, DSL, Internet, 2.4G, 5G, WPS, Phone1, Phone2, WAN, LAN1, LAN2, LAN3, LAN4, USB.
  6. The default Wi-Fi name (SSID) and Wireless Password/PIN is on your modem’s barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
    VR1600v barcode sticker
  7. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  8. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
  9. If you want to use your VDSL2 Phone service, plug a VoIP-compatible handset into your modem’s grey Phone 1 port.
    VR1600v VDSL2 plugin - from left to right, modem ports are DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Phone 2, Phone 1, Power, Reset button above Power button.

 

TG-789 Broadband Gateway

 

  1. First, make sure you’ve got a message from us asking you to plug in your modem. We need to get your connection ready on our side before you plug in.
  2. Use the power cable to connect your modem's Power port to a power outlet and press your modem's Power button.
  3. Use the phone cable to connect your modem's grey DSL port to your phone wall socket.
  4. Leave your modem alone for 15 minutes while it runs through its automatic setup.
  5. Check the Internet light on your modem. If it's green, you're online and you can start connecting your devices
     
    No green light? Call us on 13 22 58 and we can help you out.
  6. The default Wi-Fi name (SSID) and password (Wireless Key) is on your modem’s barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
    TG-789 barcode sticker
  7. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  8. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
  9. If you want to use your VDSL2 Phone service, plug a VoIP-compatible handset into your modem’s green Phone 1 port.
    TG-789 VDSL2 plugin - from left to right, modem ports are Phone1, Phone 2, DSL, LAN1, LAN2, LAN3, LAN4, WAN, Power, Power button, Reset button.

 

Choose your issue to get started.

Select one of the links below to jump to a query:

Troubleshoot nbn® Satellite No Connection

  1. Check your address on nbn®'s Network status and outages page to see if an unforeseen incident or planned maintenance is affecting your connection.
  2. Check your address on our Network Status page to see if there are any known issues in your area.
  3. Check your nbn Satellite dish for obstructions such as tree branches. If your dish has been damaged, please call us on 13 22 58 for assistance.
    Note: Severe weather conditions resulting in heavy cloud cover may also cause connection issues.
  4. Find your modem and ensure that it's connected correctly, with cables in good condition and plugged in securely.
    VR1600v Modem nbn Satellite plugin - from left to right, modem ports are DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Phone 2, Phone 1, Power, Reset button above Power button.
  5. Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
  6. Turn the outlet back on and wait for modem lights to settle, then attempt to view a website.
  7. 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.
  8. If you can view websites on some devices but not others, see our guide on Browsing issues.
  9. Locate your indoor nbn Connection Box. This is most commonly installed on the inside of an outer wall of the premises, sometimes in the garage.
  10. Turn off the electrical outlet for your nbn Connection Box and unplug the POWER and SAT cables for at least 30 minutes. This time allows your current connection session to expire, forcing a fresh connection.
    NBN Satellite Connection Box
  11. After 30 minutes, plug the POWER and SAT cables back in, turn the electrical outlet back on and allow your nbn Connection Box to reboot.
    Note: If your nbn Connection Box light is red after rebooting, please call us on 13 22 58 for assistance.
  12. Attempt to view a website.
  13. If you still can't get online, please call us on 13 22 58 for further assistance.

 

Troubleshoot nbn® Satellite Dropouts

  1. Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
  2. Turn the outlet back on and wait for modem lights to settle. Continue monitoring for dropouts.
  3. When your connection drops out, check other devices connected to your modem via Wi-Fi or Ethernet cable to see if they've dropped out, too.
  4. If devices connected via Ethernet cable stay online when devices connected via Wi-Fi drop out, switch to troubleshooting Wi-Fi Dropouts.
  5. Ensure that your modem is connected correctly, with cables in good condition and plugged in securely.
    VR1600v Modem nbn Satellite plugin - from left to right, modem ports are DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Phone 2, Phone 1, Power, Reset button above Power button.
  6. Turn off the electrical outlet for your nbn Connection Box and unplug the POWER and SAT cables for at least 30 minutes. This time allows your current connection session to expire, forcing a fresh connection.
    NBN Satellite Connection Box
  7. After 30 minutes, plug the POWER and SAT cables back in, turn the electrical outlet back on and allow your nbn Connection Box to reboot. Continue monitoring for dropouts.
    Note: If your nbn Connection Box light is red after rebooting, please call us on 13 22 58 for assistance.
  8. Check your nbn Satellite dish for obstructions such as tree branches. 
    Note: Severe weather conditions resulting in heavy cloud cover may also cause connection dropouts.
  9. If you still experience dropouts or your nbn Satellite dish has been damaged, please call us on 13 22 58 for further assistance.

 

Troubleshoot nbn® Satellite Speed Issues

  1. Visit our Network Status page to see any known issues in your area that may be affecting your service speed.
  2. Turn off your modem and leave it off for at least 10 seconds.
  3. Turn your modem back on and wait for the modem lights to settle.
  4. Run a speed test.
  5. Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on Wi-Fi are slow, switch to Troubleshooting Wi-Fi speed.
  6. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
  7. Turn off or disconnect all other devices connected to your modem's Wi-Fi (except the device you are testing, if applicable).
  8. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
  9. If your speed has improved on a single device, you may need to upgrade your nbn plan to provide the bandwidth necessary to support more programs and/or devices. You can change your plan in Toolbox or call us on 13 19 17 to discuss.
  10. Make sure your modem’s Ethernet cables are in good condition. Replace any damaged cables.
  11. Perform a scan on your antivirus/anti-malware software. If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
  12. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
  13. Check your nbn Satellite dish for obstructions such as tree branches. 
    Note: Severe weather conditions resulting in heavy cloud cover may also cause speed issues.
  14. If you still experience speed issues or your nbn Satellite dish has been damaged, please call us on 13 22 58 for further assistance.

     

    nbn® Satellite Connection Box Status Lights

    The nbn Satellite Connection Box has just one status light on the front of the modem which changes colour to indicate certain states:

    Light colour State Meaning
    No light Off No AC power supply. Please ensure the Connection Box has power.
    White Solid Initial power-up. Wait for Connection Box to finish powering up.
    Flashing Connection Box is attempting to connect to the network. Wait for the connection attempt to finish.
    Blue Solid Connection Box is online.
    Flashing Indicates network activity on a successful connection.
    Yellow Solid Connection Box is in sleep mode.
    Flashing Connection Box is in installation mode. Wait for installation to complete.
    Red Solid The Connection Box needs to be rebooted. For a quick reboot, simply use a pen or paper clip to press and release the RESET button on the back of the Connection Box. If the light remains red after rebooting, please call us on 13 22 58 for assistance.
    Flashing May indicate a fault. Please call us on 13 22 58 for assistance.

     

    NBN Satellite status light

    UNI-D Indicator lights

    In addition to the main status light, each of the four UNI-D ports on the side of your nbn Satellite Connection Box has a light to indicate internal Ethernet networking speed. Please note that this is the transmission speed between the nbn Satellite Connection Box and the computer or router connected via Ethernet, not your overall broadband speed.

    • If the green light is lit, this indicates a 100/10Mbps internal network speed, meaning a CAT5 Ethernet cable has been used. The light may flash during network activity.
    • If the yellow light is lit, this indicates a 1000Mbps internal network speed, meaning a CAT5e or CAT6 Ethernet cable has been used. The light may flash during network activity.
    • If both lights are out even though the Ethernet cable is connected at both ends and both devices have power, this may indicate that the UNI-D port is inactive, or a fault with the Ethernet cable. Try another Ethernet cable. If the issue persists or you're not sure which UNI-D port to use, please call us on 13 22 58 for assistance.

    Choose your modem to get started:

    Picture Modem
    Wi-Fi Max modem
    		 Wi-Fi Max Modem
    VX420-G2V Modem
    		 VX420-G2V Modem
    Smart Modem Gateway
    		 Smart Modem Gateway (VX420-G2H)
    VX220-G2V Modem
    		 VX220-G2V Modem
    TP-Link VR1600v modem
    		 TP-Link VR1600v
    TG-789 Broadband Gateway
    		 TG-789 Broadband Gateway

     

    Wi-Fi Max Modem

    First, ensure you have:

    • A message from us advising you to plug in your nbn modem.
    • An electrical outlet near your nbn Connection Box (NCB).
    • An Ethernet cable.
    • (Optional) 2 additional Ethernet cables to connect devices via Ethernet.

     

    Set up with the My Internet Connect app

    You can download the My Internet Connect App (Android / iOS). Don't want to use the app? You can set up without the app instead.

     

    1. Open the App and follow the prompts until you get to Check your modem status.
      • Use the power cables to connect the Power ports on your modem and nbn® Connection Box (NCB) to power outlets.
      • Press your modem’s ON/OFF button. 
         
    2. Click Next to Connect to your modem’s Wi-Fi.
      • Click Open Camera to scan the QR code on your modem's barcode sticker. Once connected, you’ll automatically go to the next step
      • Click Enter Your Wi-Fi Password to follow the instructions to connect the Wi-Fi, then press Next to continue.
         
    3. Follow the steps below to connect your nbn® Satellite.
      • Use the ethernet cable to connect your modem's red WAN port to your NCB's UNI-D1 port.
      • Allow 20 minutes for it to boot up and configure automatically.
      • Wait for the light on the front of your modem to turn solid green.
      • Click Done to continue.
         
    4. You’ll be prompted to Enter the Login Password. This is the Login Password found on on your modem's barcode sticker on the bottom of the modem. Once entered, click Remember Password, then Login.
       
      Note: You’ll be prompted to Change the Login Password, or Skip to continue. If you change the Login Password, make sure you save it somewhere secure so you can easily access it later—especially if you need to access the modem dashboard, set up the app again or switch to a new device. 
       
      My Internet Connect app - WAN Setup
    5. Allocate a name for your modem or click Skip to continue.
    6. Connect your devices.
       
      Got extra ethernet cables? You can connect 2 devices to your modem’s yellow LAN ports. 
       
      If you want to connect your devices via Wi-Fi, you have 3 options:
        
      • Use the Wi-Fi Name and Password on your modem's barcode sticker.
      • Scan the QR code on your modem's barcode sticker (Smartphones only).
        Wi-Fi Max barcode sticker
      • Enable Wi-Fi Protected Setup (WPS) on your device then press the Pair button on the back of your modem for 3 seconds.

     

    Set up without the My Internet Connect app

    1. Use the power cables to connect the Power ports on your modem and nbn® Connection Box (NCB) to power outlets.
    2. Make sure the electrical outlet for your modem is on and press your modem's ON/OFF button.
    3. Connect the ethernet cable from your modem’s red WAN port to your NCB's UNI-D1 port.
      Wi-Fi Max nbn Satellite plugin - from base to top, modem ports are Power, ON/OFF button, LAN 2, LAN 1, 2.5G WAN, Reset button, WPS Pair button, Phone, DSL.
    4. Allow 20 minutes for it to boot up and configure automatically.
    5. Check the light on the front your modem. If it’s solid green, you can start connecting your devices and getting online. 
       
      No green light? Give us a call us on 13 22 58 and we'll help you out.
    6. Connect your devices.
       
      Got extra ethernet cables? You can connect 2 devices to your modem’s yellow LAN ports. 
       
      If you want to connect your devices via Wi-Fi, you have 3 options:
       
      • Use the Wi-Fi Name and Password on your modem's barcode sticker.
      • Scan the QR code on your modem's barcode sticker (Smartphones only).
        Wi-Fi Max barcode sticker
      • Enable Wi-Fi Protected Setup (WPS) on your device then press the Pair button on the back of your modem for 3 seconds.

     

    Your modem will automatically connect your devices to the best Wi-Fi network possible. Older devices may only be able to connect to the slower 2.4GHz Wi-Fi. See Improving Wi-Fi Signal.

    If you want to change your Wi-Fi name or password, use this guide.

     

    VX420-G2V Modem

    First, ensure you have:

    • A message from us advising you to plug in your nbn modem.
    • An electrical outlet near your nbn Connection Box.
    • An Ethernet cable.
    • (Optional) Up to 4 additional Ethernet cables to connect devices via Ethernet.

     

    1. Connect the power cable from your modem's Power port to an electrical outlet.
    2. Connect the included Ethernet cable from the UNI-D1 port on your nbn Connection Box to your modem's blue WAN port.
    3. Make sure the electrical outlets for your modem and nbn Connection Box are on, and press the modem's ON/OFF button.
    4. Allow 15 minutes for your modem to boot up and connect automatically.
    5. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
      VX420-G2V lights - from left to right: Power, DSL, Internet, 2.4GHz, 5GHz, WAN, LAN1, LAN2, LAN3, LAN4, Phone, WPS, USB.
    6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
      VX420-G2V nbn Satellite plugin - from left to right, modem ports are Phone, DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Reset button, ON/OFF button, Power.
    7. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name (SSID) and Wireless Password/PIN on the modem's barcode sticker.
      VX420-G2V barcode sticker

    Your modem will automatically connect your devices to the best Wi-Fi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz Wi-Fi. See Improving Wi-Fi Signal.

     

    Smart Modem Gateway (VX420-G2H)

    First, ensure you have:

    • A message from us advising you to plug in your nbn modem.
    • An electrical outlet near your nbn Connection Box.
    • An Ethernet cable.
    • (Optional) Up to 4 additional Ethernet cables to connect devices via Ethernet.

     

    1. Connect the power cable from your modem's Power port to an electrical outlet.
    2. Connect the included Ethernet cable from the UNI-D1 port on your nbn Connection Box to your modem's blue WAN port.
    3. Make sure the electrical outlets for your modem and nbn Connection Box are on, and press the modem's ON/OFF button.
    4. Allow 15 minutes for your modem to boot up and connect automatically.
    5. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
      Smart Modem Gateway lights - from left to right: Power, DSL, 4G, Internet, 2.4GHz, 5GHz, WAN, LAN1, LAN2, LAN3, LAN4, Phone, WPS, USB.
    6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
      Smart Modem Gateway nbn Satellite plugin - from left to right, modem ports are Phone, DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Reset button above ON/OFF button, Power.
    7. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name (SSID) and Wireless Password/PIN on the modem's barcode sticker.
      Smart Modem Gateway barcode sticker

    Your modem will automatically connect your devices to the best Wi-Fi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz Wi-Fi. Improving Wi-Fi Signal.

     

    VX220-G2V Modem

    First, ensure you have: 

    • A message from us advising you to plug in your nbn modem.
    • An electrical outlet near your nbn Connection Box.
    • An Ethernet cable.
    • (Optional) Up to 4 additional Ethernet cables to connect devices via Ethernet.

     

     

    1. Connect the power cable from your modem's Power port to an electrical outlet. 
    2. Connect the included Ethernet cable from the UNI-D1 port on your nbn Connection Box to your modem's blue WAN port.
    3. Make sure the electrical outlets for your modem and nbn Connection Box are on, and press the modem's ON/OFF button.
    4. Allow 15 minutes for your modem to boot up and connect automatically.
    5. Check the lights on your modem. If the Internet light is blue, you can start connecting your devices and getting online.
      VX220-G2V lights - from left to right: Power, DSL, Internet, 2.4GHz, 5GHz, WPS, WAN, LAN1, LAN2, LAN3, LAN4, Phone, USB.
    6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
      VX220-G2V nbn Satellite plugin - from left to right, modem ports are Phone, DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Power. The right side of the modem has an ON/OFF button and Reset button.
    7. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name (SSID) and Wi-Fi Password on the modem's barcode sticker.
      VX220-G2V Modem barcode sticker

    Your modem will automatically connect your devices to the best Wi-Fi network possible (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz Wi-Fi. See Improving Wi-Fi Signal.

     

    TP-Link VR1600v

    First, ensure you have:

    • A message from us advising you to plug in your nbn modem.
    • An electrical outlet near your indoor nbn Connection Box.

     

     

    1. Connect the power cable from your modem's Power Port to an electrical outlet. 
    2. Connect the included Ethernet cable from the blue WAN port on your modem to the UNI-D1 port on your nbn Connection Box.
    3. Make sure the electrical outlets for your modem and nbn Connection Box are on, and press the modem's Power button.
    4. Allow 15 minutes for your modem to boot up and connect automatically.
    5. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
    6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
      VR1600v Modem nbn Satellite plugin - from left to right, modem ports are DSL, USB, LAN1, LAN2, LAN3, LAN4, WAN, Phone 2, Phone 1, Power, Reset button above Power button.
    7. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name (SSID) and Wireless Password/PIN on the barcode sticker at the bottom of your modem.
      VR1600v barcode sticker

    We recommend connecting over the 5GHz Wi-Fi channel for faster performance. See Improving Wi-Fi Signal.

    ​ 

    TG-789 Broadband Gateway

    First, ensure you have:

    • A message from us advising you to plug in your nbn modem.
    • An electrical outlet near your indoor nbn Connection Box.

     

    1. Connect the power cable from your modem's Power Port to an electrical outlet.
    2. Connect the included Ethernet cable from the red WAN port on your modem to the UNI-D1 port on your nbn Connection Box.
    3. Make sure the electrical outlets for your modem and nbn Connection Box are on, and press the modem's Power button.
    4. Allow 15 minutes for your modem to boot up and connect automatically.
    5. Check the lights on your modem. If the Internet light is green, you can start connecting your devices and getting online.
    6. To plug in additional devices via Ethernet cable, simply connect the Ethernet cables to any of the four yellow LAN ports on your modem.
      TG-789 nbn Satellite plugin - from left to right, modem ports are Phone1, Phone 2, DSL, LAN1, LAN2, LAN3, LAN4, WAN, Power, Power button, Reset button.
    7. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi 2.4GHz and 5GHz Network names and password (Wireless Key) on your modem's barcode sticker.
      TG-789 barcode sticker

    We recommend connecting over the 5GHz Wi-Fi channel for faster performance. See Improving Wi-Fi Signal.

     

    If your nbn Wireless service is having dropouts, it means your internet will go offline and come back online intermittently. These steps will help you identify the issue.

    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 Wi-Fi or Ethernet cable to see if they've dropped out, too.
    6. If devices connected via Ethernet cable stay online when devices connected via Wi-Fi drop out, switch to troubleshooting Wi-Fi Dropouts.
    7. Ensure that your modem is connected correctly, with cables in good condition and plugged in securely. Replace any damage cables.
      NBN Wireless Diagram
    8. Check your nbn Wireless antenna for obstructions such as tree branches. 
      Note: Severe weather conditions resulting in heavy cloud cover may also cause connection dropouts.
    9. If you still experience dropouts and the nbn service test did not detect a fault, or your nbn Wireless antenna has been damaged, please call us on 13 22 58 for further assistance.

    If your nbn Wireless 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.

    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. 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.
    3. Find your modem and ensure it's connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
      NBN Wireless Diagram
    4. Turn off the electrical outlets for both the nbn Connection Box and your modem and leave them off for at least 10 seconds.
    5. Turn both outlets back on and wait for the box and modem lights to settle, then attempt to view a website.

      Note: If your nbn Connection Box STATUS light is red after rebooting, please call us on 13 22 58 for assistance.
      NBN Wireless lights
    6. 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.
    7. If you can view websites on some devices but not others, see our guide on Browsing issues.
    8. Check your nbn Wireless antenna for obstructions such as tree branches.
      Note: Severe weather conditions resulting in heavy cloud cover may also cause connection issues.
    9. If you still can't get online, and the nbn service test did not detect a fault, or your nbn Wireless antenna has been damaged, please call us on 13 22 58 for further assistance.

    If your nbn Wireless service is running slowly, these steps will help you identify the issue.

    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 that may be affecting your nbn service speed.
    2. Log in to Toolbox and run an nbn service test. We'll contact you if a fault is detected.
    3. Turn off your modem and leave it off for at least 10 seconds.
    4. Turn your modem back on and wait for the modem lights to settle.
    5. Run a speed test.
    6. Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on Wi-Fi are slow, switch to Troubleshooting Wi-Fi speed.
    7. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
    8. Turn off or disconnect all other devices connected to your modem's Wi-Fi (except the device you are testing, if applicable).
    9. If you are testing on a device connected via Ethernet cable, unplug it from your modem and plug it into the active UNI-D port on your nbn Connection Box. The most common active port is UNI-D1:
      NBN Wireless UNI-D1 port
    10. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
    11. If your speed has improved on a single device, you may need to upgrade your nbn plan to provide the bandwidth necessary to support more programs and/or devices. You can change your plan in Toolbox or call us on 13 19 17 to discuss.
    12. Make sure your modem’s Ethernet cables are in good condition, with “CAT6” or “CAT5e” printed on them. Replace any damaged cables.
      Note: Older Cat5 Ethernet cables are not recommended for nbn services.
    13. Perform a scan on your antivirus/anti-malware software. If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
    14. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
    15. Check your nbn Wireless antenna for obstructions such as tree branches. Severe weather conditions resulting in heavy cloud cover may also cause speed issues.
    16. If you still have speed issues, and the nbn service test did not detect a fault, or your nbn Wireless antenna has been damaged, please call us on 13 22 58 for further assistance.