Troubleshooting nbn FTTB/FTTN for No Connection
If your nbn FTTB/N service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.
- Check your address on nbn®'s Network status and outages page or visit our Network Status page to see if there are any known issues in your area.
- If you have access to another device with an internet connection such as a mobile phone, log in to Toolbox and run an nbn service test. We'll contact you if a fault is detected.
- Find your nbn modem and ensure that it's connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
- Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
- Turn the outlet back on and wait for the modem lights to settle, then attempt to view a website.
- Attempt to view a website on a device connected to your modem via Ethernet cable, not WiFi. If Ethernet works but WiFi doesn't, see troubleshooting WiFi No Connection.
- If you can view websites on some devices but not others, see our guide on Browsing issues.
- 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.
Please note
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®.