Troubleshooting nbn® FTTC for No Connection
If your nbn FTTC 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 outlets for both your modem and your nbn COnnection Box (NCB) and leave them off for at least 10 seconds.
- Turn both outlets back on and wait for the modem and NCB lights to settle, then attempt to view a website.
Note: If your NCB status lights are unlit or red after rebooting, please call us on 13 22 58 for assistance.
- 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.
- 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.