If you are experiencing issues with your nbn Fibre to the Curb (FTTC) service, follow the steps below to help work out whether the issue may be caused by your equipment, a local fault, or a wider network outage.
If you are using another nbn technology, refer to the guides below:
- Fixed Wireless
- Fibre to the Node (FTTN) or Fibre to the Building (FTTB)
- Fibre to the Premises (FTTP)
- Hybrid Fibre Coaxial (HFC)
âś… Step 1: Restart your modem or router
Your modem or router is plugged into your nbn Connection Device (NCD).
- Turn the power outlet off at the wall
- Remove the power cable from the back of the modem or router
- Wait at least 30 seconds
- Plug the power cable back in
- Turn the power outlet back on
- Allow up to 3 minutes for the modem to reconnect
âś… Step 2: Restart your nbn connection device (NCD)
The nbn Connection Device (NCD) links your home to the nbn network at the curb.
- Turn the power outlet off at the wall
- Remove the power cable from the back of the NCD
- Wait at least 30 seconds
- Plug the power cable back in
- Turn the power outlet back on
- Allow up to 3 minutes for the device to reconnect
âś… Step 3: Check for outages
You can check for outages affecting your service using:
- Your myMATE app
- The self-care portal
- The nbn Network Status page
âś… Step 4: Check the lights on your NCD
The status lights on your nbn Connection Device (NCD) show whether it is connected to the network.
- DSL light solid blue – the connection to the network is active
- DSL light off or flashing – there may be a fault with the connection
If the DSL light is off or flashing, please contact our support team so we can investigate and log a fault if needed.
If both the DSL and Connection lights are solid, the connection to the nbn network is active.
