Troubleshooting NBN FTTC 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 indoor NBN™ Network Connection Device (NCD) and modem and ensure that they are connected correctly.
  • Check that all cables are in good condition and plugged in securely, without any kinks.
NBN FTTC Diagram

 

Step 3) Restart your NBN™ Network Connection Device and modem

  • Turn off the electrical outlets for both devices and leave them off for at least 60 seconds.
  • Turn both outlets back on and wait for the NCD and modem lights to settle.
  • Attempt to view a website.
  • If your NCD status lights are unlit or red after rebooting, please call us on 13 22 58 for assistance.
NBN FTTC NTD Lights

 

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