Troubleshooting nbn FTTB/FTTN for No Connection
- 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.
- Locate your nbn modem and ensure that it's connected correctly, with cables in good condition and plugged in securely.
- 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.
- Stand next to your modem to rule out any WiFi signal issues. Move further away and monitor the WiFi signal strength.
- If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
- 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.
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®.