Troubleshooting NBN HFC for No connection
Please follow the steps below and proceed to next step if the issue persists.
Step 1) Check Network Status
- Check your address on NBN Co's Network status and outages page to see if an unforeseen incident or planned maintenance is affecting your connection.
- Visit our Network Status page to see if any known issues in your area are affecting your connection.
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.
- Note: If you have an advanced setup using a network switch, this device should not be plugged directly into the UNI-D port on your NBN™ Connection Box as it will cause connection problems. You should have a router connected directly to the Connection Box, and then plug the switch into the router.
Step 3) Restart your NBN™ Network Connection Box and modem
- Turn off the electrical outlets for both devices 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.
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) Make a note of your NBN™ Connection Box details
- To investigate your connection issue, we'll need your NBN™ Connection Box's Serial Number and CMAC Number.
- These details can be found on the unit's barcode sticker, as shown below.