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If you are experiencing issues with your nbn Fibre to the Node (FTTN) or Fibre to the Building (FTTB) service, we recommend performing the following steps.
If you are experiencing issues with another NBN service refer to the below guides:
STEP 1: Power cycle your VDSL modem/router
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 re-sync the connection and resolve any issues. If your internet service is still not working, proceed to step 2.
STEP 2: 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 3.
STEP 3: Confirm the status of the DSL light on your VDSL modem/router
The DSL light on your modem signifies the link between your modem and the nbn line. The DSL light should be ON and SOLID.
If the DSL light is OFF or FLASHING, this indicates a fault on the connection/line. Please contact our support team as we will likely need to log a fault.
If the DSL light is ON and SOLID, 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.
