Troubleshooting nbn HFC 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 indoor nbn Network Connection Box and modem and ensure that they are connected correctly, with cables in good condition and plugged in securely.

    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.
    NBN HFC Diagram
  4. Turn off the electrical outlets for both your nbn Connection Box and modem and leave them off for at least 10 seconds.
  5. Turn both outlets back on and wait for the box and modem lights to settle, then attempt to view a website.
  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. 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:
    NBN HFC Serial and CMAC
  11. If you still can't get online, please call us on 13 22 58 for further assistance.

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