If you are experiencing issues with your nbn Fibre to the Node (FTTN) or Fibre to the Building (FTTB) 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:
âś… Step 1: Restart your modem or router
Your VDSL modem or router connects directly to the nbn line.
- 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: Check for outages
You can check for outages affecting your service using:
- Your myMATE app
- The self-care portal
- The nbn Network Status page
If there is a known outage, our team and nbn will already be working to restore the service.
âś… Step 3: Check the DSL light on your modem
The DSL light shows whether your modem is connected to the nbn line.
- DSL light solid – your modem is connected to the nbn network
- DSL light off or flashing – there may be a fault on 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.
