nbn connection issues

Symptom

Your phones go offline, calls drop or won’t connect, and other internet services at the site are slow or not working either.

Your phone system runs over the internet, so it can only work when the internet connection does. These checks apply whichever nbn technology you have.

Quick checks

1. Check for an outage. Look up your address on nbn’s network status page on the nbn website, and check your internet provider’s service status. If your internet service is from us, check Support › Network status in the portal.
2. Power cycle the modem and router (see below).
3. Check the cables for your nbn technology (see below).
4. Check the lights on the nbn connection box and router. Red, or lights that are off, show where the problem is.

Not sure which nbn technology you have? Look up your address on the nbn website.

Power cycle the modem and router

1. Pull the power cords out of the modem and router (and the nbn connection box, if it has its own power).
2. Wait until all the lights have gone out. Pulling the cord, rather than just switching off, makes sure no power is left in the equipment.
3. Plug the power back in and switch on. Wait a few minutes for the lights to settle.
4. Restart one phone and check it shows Online in PBX › Devices.

Check the cables for your nbn technology

Fibre to the premises (FTTP)

• The modem’s power adapter is plugged into a wall socket that’s switched on.
• The WAN cable runs from the modem’s WAN port to UNI-D 1 on the nbn connection box. Your connection may use a different UNI-D port if it was set up that way before.

Fibre to the node or building (FTTN / FTTB)

• The modem’s power adapter is plugged in and switched on.
• The DSL (phone) cable runs from the modem’s DSL port to the wall phone socket.
• If the service is new and won’t connect, check the modem supports VDSL2.

Fibre to the curb (FTTC)

• The nbn connection device (NCD) is plugged into power and into the wall phone socket.
• The WAN cable runs from the router’s WAN port to the Gateway port on the NCD. Any ethernet cable will do.
• The router is plugged into power and switched on.

Hybrid fibre coaxial (HFC)

• The coaxial cable runs from the wall to the nbn connection box, and the box is switched on.
• The WAN cable runs from the modem’s WAN port to the UNI-D port on the connection box.
• After switching on, wait for the modem’s power, Wi-Fi and internet lights to turn solid.

Fixed wireless

• The modem’s power adapter is plugged in and switched on.
• The WAN cable runs from the modem’s WAN port to UNI-D 1 on the nbn connection box (or the port your connection uses).

If you fix a cable, switch the modem back on and wait for the lights to settle.

If the internet works but phones don’t

If websites load normally but phones are still offline, the problem is probably the router’s settings or the phones, not the nbn. See Device offline and Network requirements. A new or replaced router often has SIP ALG turned on, which needs to be turned off.

When to contact support

If your internet service is from us, create a support ticket so the support team can raise it with nbn and arrange a technician if needed. Include:

• the full site address;
• the lights on the nbn connection box and the router (a photo helps);
• the router’s make and model;
• a site contact name and phone number;
• when the problem started and what you’ve tried.

If your internet is from another provider, contact them first. If the internet works but the phones still don’t, create a ticket here with the device details. See also Internet.