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. 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.
    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. Stand next to your modem to rule out any WiFi signal issues. Move further away and monitor the WiFi signal strength.
  7. If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
  8. Attempt to view a website on a device connected to your modem via Ethernet cable, not WiFi. If Ethernet works but WiFi doesn't, see troubleshooting WiFi No Connection.
  9. If you can view websites on some devices but not others, see our guide on Browsing issues.
  10. If you still can't get online, please call us on 13 22 58 for further assistance.

 

    Appendix - nbn® Wireless antenna

    Your nbn Wireless antenna must be kept clear of obstructions such as tree branches, which can weaken your wireless broadband signal.

    Severe weather conditions resulting in heavy cloud cover may also cause connection issues.

    If your antenna has been damaged, please call us on 13 22 58 for assistance.

    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. If you're testing your speed on a device connected to your modem via WiFi, stand next to your modem and run a speed test to rule out any WiFi signal issues.
    6. Switch to 5GHz WiFi (the WiFi network with "5G" at the end) for better WiFi speed and to reduce interference from microwaves, baby monitors and other devices which use 2.4GHz WiFi. If your modem has 5GHz WiFi, you’ll find the default 5GHz WiFi name and password on its barcode sticker:
      Modem barcode sticker example 5GHz WiFi
    7. If your speed has improved, or slow speeds occur on WiFi devices but not devices connected via Ethernet cable, then see our guide on improving WiFi signals.
    8. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
    9. Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
    10. 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
    11. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
    12. 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.
    13. Ensure that your modem is connected correctly, with cables in good condition and plugged in securely.
      NBN Wireless Diagram

      Note: Older Cat5 Ethernet cables are not recommended for nbn services - Cat5e or Cat6 is ideal.
    14. 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.
    15. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
    16. Check your nbn Wireless antenna for obstructions such as tree branches. 
      Note: Severe weather conditions resulting in heavy cloud cover may also cause speed issues.
    17. If you still experience speed issues or your nbn Wireless antenna has been damaged, please call us on 13 22 58 for further 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
      Previously sold modems Guides for previously sold modems
      BYO Modem Nighthawk
      Guides for common non-iiNet modems

      Note: If you have an old nbn modem that you don't want to keep, please consider eWaste recycling facilities that may be offered by your local council.

       

      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.

       

      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.

       

      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 WiFi, you'll find the WiFi name and password on the modem's barcode sticker.
        VX420-G2V barcode sticker example

      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.

       

      Legacy Settings

      If you are an existing iiNet customer and the above settings don't work for you, please try these legacy settings:

      Internet Service Provider: iiNet
      WAN Interface: Ethernet
      WAN Type: Dynamic IP Address
      VLAN Enabled: Off

      1. Turn off the electrical outlets for both the nbn Connection Box and your modem and leave them off for at least 10 seconds.
      2. Turn both outlets back on and wait for the modem lights to settle. Continue monitoring for dropouts.
      3. 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.
      4. If devices connected via Ethernet cable stay online when devices connected via WiFi drop out, switch to troubleshooting WiFi Dropouts.
      5. Ensure your modem is connected correctly, with cables in good condition and plugged in securely.
        NBN HFC Diagram
      6. To investigate your issue, we'll also need the Serial Number and CMAC Number of your nbn Connection Box. These details can be found on the unit's barcode sticker:
        NBN HFC Serial and CMAC number example
      7. If you still experience drop outs, please call us on 13 22 58 for further assistance.
      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. 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.

        Note: If you have an advanced setup using a network switch, this device should not be plugged directly into the UNI-D port on your nbn Connection Box as it will cause connection problems. You should have a router connected directly to the Connection Box, and then plug the switch into the router.
        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. Stand next to your modem to rule out any WiFi signal issues. Move further away and monitor the WiFi signal strength.
      7. If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
      8. Attempt to view a website on a device connected to your modem via Ethernet cable, not WiFi. If Ethernet works but WiFi doesn't, see troubleshooting WiFi No Connection.
      9. If you can view websites on some devices but not others, see our guide on Browsing issues.
      10. 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:
        NBN HFC Serial and CMAC
      11. If you still can't get online, please call us on 13 22 58 for further assistance.
      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. If you're testing your speed on a device connected to your modem via WiFi, stand next to your modem and run a speed test to rule out any WiFi signal issues.
      6. Switch to 5GHz WiFi (the WiFi network with "5G" at the end) for better WiFi speed and to reduce interference from microwaves, baby monitors and other devices which use 2.4GHz WiFi. If your modem has 5GHz WiFi, you’ll find the default 5GHz WiFi name and password on its barcode sticker:
        Modem barcode sticker example 5GHz WiFi
      7. If your speed has improved, or slow speeds occur on WiFi devices but not devices connected via Ethernet cable, then see our guide on improving WiFi signals.
      8. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
      9. Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
      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. Ensure your modem is connected correctly, with cables in good condition and plugged in securely.
        NBN HFC Diagram

        Note: Older Cat5 Ethernet cables are not recommended for nbn services - Cat5e or Cat6 is ideal.
      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. If you still have speed issues, please call us on 13 22 58 for further 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
      Previously sold modems Guides for previously sold modems
      BYO Modem Nighthawk
      Guides for common non-iiNet modems

      Note: If you have an old nbn modem that you don't want to keep, please consider eWaste recycling facilities that may be offered by your local council.

       

      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.

      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 on your nbn Connection Box to your modem's blue WAN port.
      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 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 HFC 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 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 on your nbn Connection Box to your modem's red WAN port.
      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 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 HFC 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.

      More information:

       

      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.

      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 on your nbn Connection Box to your modem's blue WAN port.
      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 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 HFC
      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.

      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.

      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 on your nbn Connection Box to your modem's blue WAN port.
      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 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 HFC 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.

       

      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 on your nbn Connection Box to your modem's blue WAN port.
      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 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 HFC 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.
        VX420-G2V barcode sticker example

      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.

       

      1. Turn off your modem and leave it off for at least 10 seconds.
      2. Turn your modem back on and wait for the modem lights to settle. Continue monitoring for dropouts.
      3. 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.
      4. If devices connected via Ethernet cable stay online when devices connected via WiFi drop out, switch to troubleshooting WiFi Dropouts.
      5. Ensure your modem is connected correctly, with cables in good condition and plugged in securely.
        NBN FTTB/N Diagram
        Note: Line filters that were previously used for ADSL broadband must not be used for nbn setups.
      6. If you still experience drop outs, please call us on 13 22 58 for further assistance.

       

      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. Locate your nbn modem and ensure that it's connected correctly, with cables in good condition and plugged in securely.
        NBN FTTB/N Diagram
      4. Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
      5. Turn the outlet back on and wait for the modem lights to settle, then attempt to view a website.
      6. Stand next to your modem to rule out any WiFi signal issues. Move further away and monitor the WiFi signal strength.
      7. If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
      8. Attempt to view a website on a device connected to your modem via Ethernet cable, not WiFi. If Ethernet works but WiFi doesn't, see troubleshooting WiFi No Connection.
      9. If you can view websites on some devices but not others, see our guide on Browsing issues.
      10. If you still can't get online, please call us on 13 22 58 for further assistance.

       

      Appendix - Modem compatibility

      A modem/router must support VDSL2 in order to work on nbn FTTB/FTTN. When an incompatible modem is detected, nbn® may block your connection to prevent network issues. A blocked connection won't work even if you switch to a compatible modem.

      If you believe an incompatible modem has been plugged into your wall socket for nbn, please call us on 13 22 58 as we’ll need to get your connection unblocked.
       
      All VDSL2-ready modems supplied by iiNet have been whitelisted with nbn®.

       

      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. If you're testing your speed on a device connected to your modem via WiFi, stand next to your modem and run a speed test to rule out any WiFi signal issues.
      6. Switch to 5GHz WiFi (the WiFi network with "5G" at the end) for better WiFi speed and to reduce interference from microwaves, baby monitors and other devices which use 2.4GHz WiFi. If your modem has 5GHz WiFi, you’ll find the default 5GHz WiFi name and password on its barcode sticker:
        Modem barcode sticker example 5GHz WiFi
      7. If your speed has improved, or slow speeds occur on WiFi devices but not devices connected via Ethernet cable, then see our guide on improving WiFi signals.
      8. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
      9. Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
      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. Ensure your modem is connected correctly, with cables in good condition and plugged in securely.
        NBN FTTB/N Diagram

        Note: Older Cat5 Ethernet cables are not recommended for nbn services - Cat5e or Cat6 is ideal.
      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. If you still have speed issues, please call us on 13 22 58 for further assistance.