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.
    NBN Satellite Diagram
  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.
    NBN Satellite Diagram
  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. 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 Satellite UNI-D1 port
  9. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
  10. 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.
  11. Make sure your modem’s Ethernet cables are in good condition. Replace any damaged cables.
  12. 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.
  13. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
  14. 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.
  15. 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.

    Select your modem to get started:

    TPLinkVR1600v_mini
    		 TP-Link VR1600v
    TG789icon100
    		 TG-789 Broadband Gateway
    Smart Modem Gateway VX420-G2H
    		 Smart Modem Gateway (VX420-G2H)
    VX220-G2V Modem
    		 VX220-G2V Modem
    VX420-G2V
    		 VX420-G2V Modem

     

    TP-Link VR1600v

    Follow the instructions below or watch the video to set up your TP-Link VR1600v on nbn Satellite.

    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.
      NBN Satellite Diagram
    7. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the barcode sticker at the bottom of your modem.
      TP-Link VR1600v barcode sticker example - WiFi details

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

    ​ 

    TG-789 Broadband Gateway

    Follow the instructions below to set up your TG-789 on nbn Satellite.

    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 diagram
    7. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the barcode sticker at the bottom of your modem.
      TG-789 barcode sticker example - WiFi details

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

     

    Smart Modem Gateway (VX420-G2H)

    Follow the instructions below to set up your Smart Modem Gateway (VX420-G2H) for nbn Satellite.

    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 LED example - NBN
    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 plugin diagram - NBN Satellite
    7. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the modem's barcode sticker.
      Home Wireless Gateway barcode sticker - WiFi details

    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

    Follow the instructions below to set up your VX220-G2V Modem for nbn Satellite.

    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 Modem LEDs
    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 Modem - NBN Satellite Plugin
    7. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and 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.

     

    VX420-G2V Modem

    Follow the instructions below to set up your VX420-G2V Modem for nbn Satellite.

    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 example - WAN connection
    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
    7. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the modem's barcode sticker.
      VX420-G2V barcode sticker example

    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.

     

    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.

      Select your modem to get started:

      VX420-G2V
      		 VX420-G2V Modem
      Smart Modem Gateway VX420-G2H
      		 Smart Modem Gateway (VX420-G2H)
      VX220-G2V Modem
      		 VX220-G2V Modem
      TPLinkVR1600v_mini
      		 TP-Link VR1600v
      TG789icon100
      		 TG-789 Broadband Gateway
      Previously sold modems iiNet modem not listed here?
      See Guides for older modems.
      BYO Modem Nighthawk
      		 Don't have an iiNet modem?
      See Guides for non-iiNet modems.

       

      VX420-G2V Modem

      Follow the instructions below to set up your VX420-G2V Modem for nbn Wireless.

      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 example - WAN connection
      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.
      7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green PHONE port on your modem.
        VX420-G2V NBN Wireless plugin
      8. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the modem's barcode sticker.
        VX420-G2V barcode sticker example

      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)

      Follow the instructions below to set up your Smart Modem Gateway (VX420-G2H) for nbn Wireless.

      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 LED example - NBN
      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.
      7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green PHONE port on your modem.
        Smart Modem Gateway plugin diagram - NBN Wireless
      8. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the modem's barcode sticker.
        Home Wireless Gateway barcode sticker - WiFi details

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

       

      VX220-G2V Modem

      Follow the instructions below to set up your VX220-G2V Modem for nbn Wireless.

      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 Modem LEDs
      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.
      7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green PHONE port on your modem.
        VX220-G2V Modem - NBN Wireless Plugin
      8. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the modem's barcode sticker.
        VX220-G2V Modem barcode sticker

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

       

      TP-Link VR1600v

      Follow the instructions below or watch the video to set up your TP-Link VR1600v on nbn Wireless.

      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 cables 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 outlet for your modem is 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.
      7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the grey Phone1 port on your modem.
        NBN Wireless Diagram
      8. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.
        TP-Link VR1600v barcode sticker example - WiFi details

      We recommend connecting over the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

      ​ 

      TG-789 Broadband Gateway

      Follow the instructions below to set up your TG-789 on nbn Wireless.

      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 cables 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 outlet for your modem is 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.
      7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green Phone1 port on your modem.
        TG-789 NBN Wireless plugin diagram
      8. If you wish to connect your devices via WiFi, you'll find the WiFi name and password on the barcode sticker at the bottom of your modem.
        TG-789 barcode sticker example - WiFi details

      We recommend connecting over the 5GHz WiFi channel for faster performance. See Improving WiFi Signal.

       

      If your nbn HFC 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 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. Replace any damaged cables.
        NBN HFC Diagram
      8. Still getting dropouts? Please call us on 13 22 58 for further assistance. To investigate your issue, we'll also need the Serial Number and CMAC Number of your nbn Connection Box, which are found on the barcode sticker:
        Arris CM8200 (supplied before 1 October 2024)
        NBN HFC Serial and CMAC number example

         
        Arris CM3500 (supplied after 1 October 2024)
        nbn HFC Arris CM3500 barcode sticker - SN and MAC location

      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.

      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. 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).
        NBN HFC Diagram
      4. Turn off the electrical outlets for both your nbn Connection Box and 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.
      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. 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)
        NBN HFC Serial and CMAC
         
        Arris CM3500 (supplied after 1 October 2024)
        nbn HFC Arris CM3500 barcode sticker - SN and MAC location
      9. 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.

      If your nbn HFC 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 WiFi are slow, switch to Troubleshooting WiFi 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 WiFi (except the device you are testing, if applicable).
      9. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
      10. 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.
      11. 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.
      12. 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.
      13. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
      14. If you still have speed issues, and the nbn service test did not detect a fault, please call us on 13 22 58 for further assistance.

      Select your modem to get started:

      VX420-G2V
      		 VX420-G2V Modem
      Smart Modem Gateway VX420-G2H
      		 Smart Modem Gateway (VX420-G2H)
      VX220-G2V Modem
      		 VX220-G2V Modem
      TPLinkVR1600v_mini
      		 TP-Link VR1600v
      TG789icon100
      		 TG-789 Broadband Gateway
      Previously sold modems iiNet modem not listed here?
      See Guides for older modems.
      BYO Modem Nighthawk
      		 Don't have an iiNet modem?
      See Guides for non-iiNet modems.

       

      VX420-G2V Modem

      Follow the instructions below to set up your VX420-G2V Modem for nbn HFC.

      First, ensure you have:

      • A message from us advising you to plug in your nbn modem.
      • 2x electrical outlets near your cable wall socket.
      • An Ethernet cable.
      • A coaxial cable.
      • An nbn Connection Box (NCB)*.
      • (Optional) Up to 4 additional Ethernet cables to connect devices via Ethernet.

      *Is your NCB missing? An NCB should already be present if your premises has been previously connected to nbn HFC. If your NCB is missing, please call us on 1300 634 515.

      1. Connect the power cables from your nbn Connection Box and modem's Power ports to electrical outlets.
      2. Connect the included Ethernet cable from the UNI-D1 port or 2.5G port on your nbn Connection Box to your modem's blue WAN port.
        NCBs with 2.5G ports were supplied from 1 October 2024.
      3. Make sure the electrical outlets for your nbn Connection Box and modem are both on, and press the modem's ON/OFF button.
      4. Allow 20 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 example - WAN connection
      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.
      7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green PHONE port on your modem.
        VX420-G2V NBN HFC plugin
      8. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the modem's barcode sticker.
        VX420-G2V barcode sticker example

      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)

      Follow the instructions below to set up your Smart Modem Gateway (VX420-G2H) for nbn HFC.

      First, ensure you have:

      • A message from us advising you to plug in your nbn modem.
      • 2x electrical outlets near your cable wall socket.
      • An Ethernet cable.
      • A coaxial cable.
      • An nbn Connection Box (NCB)*.
      • (Optional) Up to 4 additional Ethernet cables to connect devices via Ethernet.

      *Is your NCB missing? An NCB should already be present if your premises has been previously connected to nbn HFC. If your NCB is missing, please call us on 1300 634 515.

       
      Note for video:       If you got your NCB after 1 October 2024, you'll have a different model with a 2.5G port instead of a UNI-D1 port.

      1. Connect the power cables from your nbn Connection Box and modem's Power ports to electrical outlets.
      2. Connect the included Ethernet cable from the UNI-D1 port or 2.5G port on your nbn Connection Box to your modem's blue WAN port.
        NCBs with 2.5G ports were supplied from 1 October 2024.
      3. Make sure the electrical outlets for your nbn Connection Box and modem are both on, and press the modem's ON/OFF button.
      4. Allow 20 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 LED example - NBN
      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.
      7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green PHONE port on your modem.
        Smart Modem Gateway NBN HFC plguin
      8. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the modem's barcode sticker.
        Home Wireless Gateway barcode sticker - WiFi details

      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.

      Note for nbn services with 4G Backup: Whenever your modem’s 4G light is lit, that means your modem has automatically connected to the 4G Backup service because your nbn service is unavailable, such as during initial setup or network maintenance.

      Your nbn Phone will not work while 4G Backup is in use.

      Once you're connected to nbn, if you notice the 4G Backup service has turned back on for an extended period of time:

      1. Restart your modem.
      2. Make sure your modem is plugged in correctly for nbn.
      3. Contact us if the issue persists as we may need to investigate.
      Smart Modem Gateway 4G light

       

      VX220-G2V Modem

      Follow the instructions below to set up your VX220-G2V Modem for nbn HFC.

      First, ensure you have:

      • A message from us advising you to plug in your nbn modem.
      • 2x electrical outlets near your cable wall socket.
      • An Ethernet cable.
      • A coaxial cable.
      • An nbn Connection Box (NCB)*.
      • (Optional) Up to 4 additional Ethernet cables to connect devices via Ethernet.

      *Is your NCB missing? An NCB should already be present if your premises has been previously connected to nbn HFC. If your NCB is missing, please call us on 1300 634 515.

       
      Note for video:       If you got your NCB after 1 October 2024, you'll have a different model with a 2.5G port instead of a UNI-D1 port.

      1. Connect the power cables from your nbn Connection Box and modem's Power ports to electrical outlets.
      2. Connect the included Ethernet cable from the UNI-D1 port or 2.5G port on your nbn Connection Box to your modem's blue WAN port.
        NCBs with 2.5G ports were supplied from 1 October 2024.
      3. Make sure the electrical outlets for your nbn Connection Box and modem are both on, and press the modem's ON/OFF button.
      4. Allow 20 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 Modem LEDs
      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.
      7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green PHONE port on your modem.
        VX220-G2V Modem - NBN HFC Plugin
      8. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and 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

      Follow the instructions below or watch the video to set up your TP-Link VR1600v on nbn HFC.

      First, ensure you have:

      • A message from us advising you to plug in your nbn HFC equipment.
      • 2x electrical outlets near your cable wall socket.
      • An nbn Connection Box (NCB)*.

      *Is your NCB missing? An NCB should already be present if your premises has been previously connected to nbn HFC. If your NCB is missing, please call us on 1300 634 515.

       
      Note for video:       If you got your NCB after 1 October 2024, you'll have a different model with a 2.5G port instead of a UNI-D1 port.

      1. Connect the power cables from your nbn Connection Box and modem's Power Ports to electrical outlets.
      2. Connect the included Ethernet cable from the UNI-D1 port or 2.5G port on your nbn Connection Box to your modem's blue WAN port.
        NCBs with 2.5G ports were supplied from 1 October 2024.
      3. Make sure the electrical outlets for your nbn Connection Box and modem are both on, and press the modem's Power button.
      4. Allow 20 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.
      7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the grey Phone1 port on your modem.
        VR1600v NBN HFC plguin
      8. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the barcode sticker at the bottom of your modem.
        TP-Link VR1600v barcode sticker example - WiFi details

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

       

      TG-789 Broadband Gateway

      Follow the instructions below to set up your TG-789 on nbn HFC.

      First, ensure you have:

      • A message from us advising you to plug in your nbn HFC equipment.
      • 2x electrical outlets near your cable wall socket.
      • An nbn Connection Box (NCB)*.

      *Is your NCB missing? An NCB should already be present if your premises has been previously connected to nbn HFC. If your NCB is missing, please call us on 1300 634 515.

      1. Connect the power cables from your nbn Connection Box and modem's Power Ports to electrical outlets.
      2. Connect the included Ethernet cable from the UNI-D1 port or 2.5G port on your nbn Connection Box to your modem's red WAN port.
        NCBs with 2.5G ports were supplied from 1 October 2024.
      3. Make sure the electrical outlets for your nbn Connection Box and modem are both on, and press the modem's Power button.
      4. Allow 20 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.
      7. If you wish to use your iiNet nbn Phone service, plug a compatible handset into the green Phone1 port on your modem.
        TG-789 NBN HFC plugin
      8. If you wish to connect your devices via Wi-Fi, you'll find the Wi-Fi name and password on the barcode sticker at the bottom of your modem.
        TG-789 barcode sticker example - WiFi details

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