Troubleshooting: I Am Experiencing Dropouts, What Should I Do?

There are a variety of connection types available for NBN and this means that the nature of dropouts can vary from service to service. If you are unsure of your connection type, simply ask us via LiveChat or call us on 1300 254 255.

Below are the troubleshooting guidelines for each connection type. Please note that if you are experiencing Wi-Fi drop outs then it doesn’t matter what type of NBN you have as the troubleshooting is the same for all NBN types.

Also, be sure to keep the below status light guide handy.

Wifi Dropouts

If you have devices connected over Wi-Fi (Wireless) and they are dropping out, the first step is to check your signal level and make sure you are well within your modems Wi-Fi range.

Wi-Fi signal can be affected by a variety of factors such as distance from the modem, structural interference (brick, metal, walls containing water pipes, etc) and device interference (cordless phones, smart TVs, fridge and microwave, etc). It’s important to check the signal strength as the first step and if needed, try moving closer to the modem or checking for devices that may be interfering with the signal.

If the signal looks ok, it’s time to look at the modem itself. See the modem status light troubleshooting guide for further information regarding to the status of the Wi-Fi light and if you’re seeing the Wi-Fi light turning off completey during dropouts, it may indicate that the modem itself is faulty. Remember that when in use, it will flash and that’s ok. If you’re seeing full loss of the Wi-Fi light during dropouts or have to keep pressing the WiFi button on the modem to get it working, it is best to contact us via LiveChat or by giving us a call on 1300 254 255.

Fibre To The Premises (FTTP)

A FTTP connection will always feature an NBNCo NTD on the wall.  The most common dropouts will often result in a loss or change of status lights on the NBNCo NTD or the WAN light on the Netcomm modem. This will generally be full loss of the WAN light, or the Optical light on the NBNCo NTD turning red. If doable, You should switch off both the Netcomm modem and the NBNCo NTD box, change the Ethernet cable between the WAN port on the Netcomm and the UNI-D port on the NBNCo NTD, switch both devices back on, then monitor for further drops. If dropouts are still occuring then it’s time to get in contact with us to troubleshoot further. Make sure you have a laptop or desktop PC handy, as we’ll often have to test a direct connection to the NBNCo NTD to determine the issue.

Fibre To The Node (FTTN)

FTTN as a service is similar to ADSL, so the most common dropouts you’ll find will be a loss of DSL Sync. This is most easily identified by the DSL light flashing or turning off during drops and during these drops, you will lose the Internet light as well. For FTTN, it’s important to make sure that your Modem is connected directly to the phone socket on the wall with a single lead, which means no splitters, filters or alternate hardware sharing the same socket. Please also make sure to test an alternate phone lead and monitor for further dropouts. If you’re losing the Internet light but keeping solid DSL during dropouts then it’s best to contact us to troubleshoot further as the issue may be modem or network related.

Hybrid Fire Coaxial (HFC)

HFC will always feature an NBNCo NTD inside the premises, connected to the cable socket. The most common dropouts will often result in a loss or change of status lights on the NBNCo NTD or the WAN light on the Netcomm modem. This will generally be a full loss of the WAN light, or a loss of one of the lights on the NBNCo NTD. You should switch off both the Netcomm modem and the NBNCo NTD box, change the Ethernet cable between the WAN port on the Netcomm and the UNI-D port on the NBNCo NTD, switch both devices back on, then monitor for further drops. If you’re noticing the NTD losing lights such as POWER or ONLINE during a dropout, it’s time to get in contact with us so that we can investigate it further.

FW (Fixed Wireless)

A FW connection will always feature an NBNCo NTD on the wall. The most common dropouts will often result in a loss or change of status lights on the NBNCo NTD or the WAN light on the Netcomm modem. This will generally be a full loss of the WAN light, or a loss of one or several lights on the NBNCo NTD. Like FTTP, you should switch off both the Netcomm modem and the NBNCo NTD box, change the Ethernet cable between the WAN port on the Netcomm and the UNI-D port on the NBNCo NTD, switch both devices back on, then monitor for further drops. If however, your NBNCo NTD is alternating between red and amber status lights, or the ODU light is turning red, best to get in touch with us to troubleshoot further. As before, you’ll want to make sure you have a laptop or desktop PC handy in case a direct connection test is needed.

Satellite (Sky Muster)

A FW connection will always feature an NBNCo NTD on the wall. The most common dropouts will often result in a loss or change of status lights on the NBNCo NTD or the WAN light on the Netcomm modem. This will generally be a full loss of the WAN light, or a loss of one or several lights on the NBNCo NTD. Like FTTP, you should switch off both the Netcomm modem and the NBNCo NTD box, change the Ethernet cable between the WAN port on the Netcomm and the UNI-D port on the NBNCo NTD, switch both devices back on, then monitor for further drops. If however, your NBNCo NTD is alternating between red and amber status lights, or the ODU light is turning red, best to get in touch with us to troubleshoot further. As before, you’ll want to make sure you have a laptop or desktop PC handy in case a direct connection test is needed.