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


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.
NBN HFC Diagram


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.
    NBN HFC Serial and CMAC


    Step 6) Call us on 13 22 58 for further assistance