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how do I know if I have a fault or outage? (nbn FTTP)

If you are experiencing issues with your nbn Fibre to the Premises (FTTP) 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 modem/router

Remember, this is the device that you have PLUGGED INTO your nbn Network Device (box). To do this:

  • Turn the power outlet off at the wall;
  • Remove the power cable from the back of your modem/router for at least 30 seconds;
  • Plug the power cable back into the modem/router;
  • Turn the power outlet back on at the wall 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 Network Termination Device (NTD)

To do this:

  • Turn the power outlet off at the wall;
  • Remove the power cable from the back of your nbn NTD for at least 30 seconds;
  • Plug the power cable back in, turn the power outlet back on and allow the NTD 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 NTD

The OPTICAL light on your nbn NTD 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 likely 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.