Troubleshooting NBN Satellite for Dropouts

Step 1) Restart your modem

  • Turn off your modem and leave it off for at least 60 seconds.
  • Turn your 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) Check your NBN™ Satellite antenna

  • Your NBN™ Wireless antenna must be kept clear of obstructions such as tree branches because it nears a clear line of sight to get a strong signal.
  • Severe weather conditions resulting in heavy cloud cover may also cause connection dropouts.
  • If your antenna has been damaged, please call us on 13 22 58 for assistance.

Step 5) Extended power cycle your NBN™ Connection Box

  • Locate your indoor NBN™ Connection Box. This is most commonly installed on the inside of an outer wall of the premises, sometimes in the garage.
  • Turn off the power at the electrical outlet that your NBN™ Connection Box is plugged into.
  • Unplug the POWER and SAT cables from the back of your NBN™ Connection box as shown below, and leave them unplugged for at least 30 minutes. This time allows your current connection session to expire, forcing a fresh connection.
  • After 30 minutes, plug the POWER and SAT cables back in, turn the electrical outlet back on and wait for the NBN™ Connection Box to reboot.
  • Continue monitoring for dropouts. 


    NBN Satellite power cycle diagram

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