Troubleshooting NBN FTTC for No Connection

  1. Check your address on NBN®'s Network status and outages page to see if an unforeseen incident or planned maintenance is affecting your connection.
  2. Check your address on our Network Status page to see if there are any known issues in your area.
  3. Locate your indoor NBN Network Connection Device (NCD) and modem and ensure that they are connected correctly, with cables in good condition and plugged in securely.
    NBN FTTC Diagram
  4. Turn off the electrical outlets for both your modem and your NBN Network Connection Device (NCD) and leave them off for at least 10 seconds.
  5. Turn both outlets back on and wait for the modem and NCD lights to settle, then attempt to view a website.
    Note: If your NCD status lights are unlit or red after rebooting, please call us on 13 22 58 for assistance.
    NBN FTTC NTD Lights
  6. Stand next to your modem to rule out any WiFi signal issues. Move further away and monitor the WiFi signal strength.
  7. If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
  8. 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.
  9. If you can view websites on some devices but not others, see our guide on Browsing issues.
  10. If you still can't get online, please call us on 13 22 58 for further assistance.

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