Troubleshooting NBN Satellite 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.
NBN Satellite Diagram

 

Step 3) Restart your NBN™ modem

  • Turn off the electrical outlet for your modem and leave it off for at least 60 seconds.
  • Turn the outlet back on and wait for 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) 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 electrical outlet for your NBN™ Connection Box and unplug the POWER and SAT cables as shown below.
    • Leave these cables 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 allow your NBN™ Connection Box to reboot.
    • If your NBN™ Connection Box light is red after rebooting, please call us on 13 22 58 for assistance.
    • Attempt to view a website.  
    NBN Satellite Connection Box

     

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

     

    Appendix - NBN™ Satellite dish

    Your NBN™ Satellite dish must be kept clear of obstructions such as tree branches, which can weaken your satellite signal.

    Severe weather conditions resulting in heavy cloud cover may also cause connection issues.

    If your dish has been damaged, please call us on 13 22 58 for assistance.