Troubleshooting NBN HFC for Dropouts

Please follow the steps below and proceed to next step if the issue persists.

Step 1) Restart your NBN™ Connection Box and modem

  • Locate your NBN™ Connection Box. This will be connected to a cable wall socket inside your premises.
  • Turn off your NBN™ Connection Box and leave it off for at least 60 seconds.
  • Turn off your modem and leave it off for at least 60 seconds.
  • Turn your NBN™ Connection Box and modem back on and wait for the modem lights to settle.
  • Continue monitoring for dropouts.

Step 2) Check your connection on other devices

  • When your connection drops out, check other devices connected to your modem via WiFi or Ethernet cable to see if they've dropped out, too.
  • If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
  • If devices connected via Ethernet cable stay online when devices connected via WiFi drop out, switch to troubleshooting WiFi Dropouts.
  • If you only lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.

Step 3) Check your cables

  • Ensure that your modem is connected correctly.
  • Check that all cables connected to your modem are in good condition and plugged in securely, without any kinks.

Step 4) Make a note of your NBN™ Connection Box details

  • To investigate your issue, we'll also need the Serial Number and CMAC Number of your NBN™ Connection Box.
  • These details can be found on the unit's barcode sticker, as shown below.  


    NBN HFC Serial and CMAC number example

Step 5) Call us on 13 22 58 for further assistance