Troubleshooting NBN FTTB/FTTN for No Connection

Please follow the steps below and proceed to next step if the issue persists.


Step 1) Check Network Status


Step 2) Check your cables

  • Locate your NBN™ modem and ensure that it's connected correctly.
  • Check that all cables are in good condition and plugged in securely, without any kinks.
NBN FTTB/N Diagram


Step 3) Restart your NBN™ modem

  • Turn off the electrical outlet for your modem and leave it off for at least 60 seconds.
  • Turn the outlet back on and wait for the modem lights to settle.
  • Attempt to view a website.


Step 4) Check your home network

  • Attempt to view a website on other devices connected to your modem via WiFi or Ethernet cable
  • If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
  • If you can view websites on devices connected via Ethernet cable but not on WiFi, switch to troubleshooting WiFi No Connection.
  • If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
  • If you can view websites on some devices but not others, see our guide on Browsing issues.


    Step 5) 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 Co 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 sold by iiNet have been whitelisted with NBN Co.