Troubleshooting nbn FTTP for No Connection
If your nbn FTTP 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 a phone with mobile data, log in to Toolbox and run an nbn service test. We'll contact you if a fault is detected.
- Find your nbn modem and make sure it's connected correctly, with cables in good condition and plugged in securely.
- Turn off the electrical outlets for both the nbn Power Supply Unit and your modem and leave them off for at least 10 seconds.
- Switch both outlets back on and wait for the box and modem lights to settle, then attempt to view a website.
Note: If your nbn Connection Box 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 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.