NBN Troubleshooting Guide

NBN Troubleshooting Guide

Check you have all equipment needed

To set up your FTTC connection, it’s essential you have all the equipment outlined over this page and the next:



Choose the right location
The nbn™ connection box will work best when positioned close to both a power outlet and the telephone wall socket being used for your connection. The chosen location should be a cool, dry, well-ventilated part of your home, where the device won’t be knocked over. Remember never to cover the device, as this may cause it to overheat. 




Test existing hardware
Your existing gateway may be compatible if it has a port labelled ‘WAN’, ‘internet’ or ‘nbn’. If unsure, you can either test it works with the nbn™ connection box, or check its specifications with your phone and internet provider. They’ll also be able to supply or recommend a compatible one, if you need it.

Select an ideal location
Consider the location of your Wi-Fi gateway in your home. The longer the Wi-Fi signal has to travel to reach your internet-enabled devices, the slower the speed will be. You can always purchase a Wi-Fi repeater (available at most electronics stores) to extend the signal. 







Find the right telephone wall socket 
Your telephone wall socket is the first point where your FTTC connection enters your home – so finding the right one is vital. It could look like either of the illustrations below, and is most likely the socket that currently connects to your phone or internet service.  



Check all cables are connected correctly



Check the lights on the nbn™ connection box

The four lights on the top of the nbn™ connection box  can tell you a lot about your connection.



Check your phone setup


* Check compatibility with your provider. Other cables (not supplied by nbn)

Unlike copper phone networks, the nbn™ access network uses VoIP (Voice over Internet Protocol) technology to provide access to your phone services.
This means audio signals are converted into digital data before being sent over the internet to landline and mobile handsets. Depending on your phone, here’s what you’ll need to do:

New VoIP-compatible phones
If you ordered a new phone service with your nbn™ powered plan from a phone and internet provider, it’s likely that your provider may have supplied you with a phone that’s compatible with VoIP. Follow the instructions provided with the phone to connect it to your Wi-Fi gateway.

Traditional non-VoIP phones
Most traditional non-VoIP phones will not be compatible with the nbn™ access network. To test your existing phone, try plugging it into the ‘phone’ port on your Wi-Fi gateway. If your existing phone is not working, you’ll need to contact your phone and internet provider to find out what is needed to your telephone service, which may include ordering a new VoIP–compatible phone.

Try these post-setup troubleshooting tips
If you’ve completed your setup but are still struggling to connect, you may want to: 

Reset the nbn™ connection box
To do this, simply press and hold the ‘RESET’ button on the side of the device for 1-2 seconds. This will cause indicator lights to blink for several minutes.
Note: Your internet connection may take up to 20 minutes to re-establish – although in most cases, it will be quicker.




Test your connection
You can do this by plugging an Ethernet cable from your Wi-Fi gateway directly into an internet-enabled device, such as a computer. If your connection is set up correctly, you should be able to browse the internet without trouble.  

Set up a new Wi-Fi network
If a new Wi-Fi network hasn’t been set up by your provider, you may need to create one for your gateway. Once you’ve confirmed your connection is working, you can do this using the instructions provided with your gateway. Alternatively, contact your phone and internet provider for help.

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