Troubleshooting: I Am Experiencing NBN Dropouts, What Should I Do?
There are a variety of connection types available for NBN and this means that the nature of NBN 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 troubleshooting for Wi-Fi dropouts is the same for all NBN types.
Also, be sure to keep the below modem status light guide handy.
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 and device interference. Structural interference includes brick, metal, walls containing water pipes, and device interference includes cordless phones, smart TVs, 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. Refer to the modem status light guide for information regarding to the status of the Wi-Fi connection. If you’re seeing the Wi-Fi light turning off completely 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 Wi-Fi button on the modem to get it working, it is best to contact us via LiveChat or give us a call.
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 of the WAN light on the modem or change of status light (turning red) on the NBNCo NTD. If doable, switch off both the Netcomm modem and the NBNCo NTD, change the Ethernet cable between the WAN port on the Netcomm and the UNI-D port on the NBNCo NTD, then switch both devices back on. Monitor for further drops and if dropouts are still occurring then please contact us for further troubleshooting. 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 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, with 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 Fibre 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 full loss of the WAN light on the Netcomm modem or a loss of one of the lights on the NBNCo NTD. You should switch off both the Netcomm and the NTD, change the Ethernet cable between the WAN port on the Netcomm and the UNI-D port on the 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, contact 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 of the WAN light on the Netcomm modem, or a loss of one or several lights on the NBNCo NTD. Like FTTP, you should switch off both the Netcomm and the NTD, change the Ethernet cable between the WAN port on the Netcomm and the UNI-D port on the 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, 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)
Satellite will always feature an NBNCo NTD inside the premises. 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. If during a dropout you notice that the status light ring on the NBNCo NTD is changing colour or turning off, it’s best to get in contact with us ASAP. If the light ring looks ok, but you’re losing the WAN light on the Netcomm modem, make sure to test an alternate ethernet cable between the modem and the NTD and monitor for further dropouts. With Satellite, it’s important to remember that a blue light indicates a connection, regardless of flashing or pulsing that may occur during usage.