Troubleshooting nbn FTTP 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 nbn Connection Box and modem and ensure that they are connected correctly, with cables in good condition and plugged in securely.
    NBN FTTP Diagram
  4. Turn off the electrical outlets for both the nbn Power Supply Unit and your modem and leave them off for at least 10 seconds.
  5. 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.
    NBN FTTP Connection Box 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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