Troubleshooting NBN FTTP 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 Box 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 FTTP Diagram


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

  • Locate your indoor NBN™ equipment - this will be a Connection Box and a Power Supply unit. This is most commonly installed on the inside of an outer wall of the premises, sometimes in the garage.
  • Turn off the electrical outlets for both the Power Supply Unit and your NBN™ modem and leave them off for at least 60 seconds.
  • Turn both outlets back on and wait for the box and modem lights to settle.
  • Attempt to view a website.
  • If your NBN™ Connection Box status lights are unlit or red after rebooting, please call us on 13 22 58 for assistance.


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