how do I know if I have a fault or outage? (Fixed Wireless)

If you are experiencing issues with your nbn Fixed Wireless service, we recommend performing the following steps.

If you are experiencing issues with another NBN service refer to the below guides:

• Fibre to the Curb (FTTC)
• Fibre to the Node (FTTN) or Fibre to the Building (FTTB)
• Fibre to the Premises (FTTP)
• Hybrid Fibre Coaxial (HFC)

STEP 1: Power cycle your modem/router

Remember, this device is plugged into your nbn Wireless Network Termination Device (WNTD). To do this:

• unplug the black power cable from the back of your modem/router;
• leave the power cable out for at least 30 seconds;
• plug the power cable back in and allow the modem to power up – this can take up to three (3) minutes.

DO NOT PRESS THE RESET BUTTON ON YOUR MODEM/ROUTER.

In many cases, a simple power cycle will resolve any issues. If your internet service is still not working, proceed to step 2.

STEP 2: Power cycle your nbn WNTD

To do this:

• unplug the black power cable from the back of the WNTD;
• leave the power cable out for at least 30 seconds;
• plug the power cable back in and allow the WNTD to power up – this can take up to three (3) minutes.

If your internet service is still not working, proceed to step 3.

STEP 3: Check your address for outages

Log in to your myMATE app or self-care portal to check for any planned or unplanned network outages affecting your nbn internet connection. You can find instructions here on where to find outage information directly relating to your service.

You should also enter your address on nbn’s “Network outages” page to check if an unforeseen incident or planned maintenance is affecting your connection.

If your internet service is still not working, and there are no outages or planned maintenance listed for your location, proceed to step 4.

STEP 4: Confirm the status of the lights on your WNTD

The ODU light on your nbn Network Device (box) signifies the link between your Network Device and the nbn line. The OPTICAL light should be ON and can be SOLID GREEN or FLASHING GREEN.

If the OPTICAL light is OFF or RED, this indicates a fault on the connection/line. Please contact our support team as we will need to log a fault.

If the OPTICAL light is ON and SOLID GREEN or FLASHING GREEN, this indicates that there is no fault or network issue on the connection/line – your internet service should be working.

If your internet service is still not working and you have completed all three previous three steps, contact our support team for further troubleshooting.