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

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If you are experiencing issues with your nbn Fibre to the Premises (FTTP) 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:

💡 Tip: Before troubleshooting further, try running a quick service test in the myMATE app or self-care portal.

✅ Step 1: Restart your modem or router

Your modem or router is plugged into your nbn Network Termination Device (NTD).

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

⚠️ Important: Do not press the reset button on your modem or router. This can erase your connection settings.

✅ Step 2: Restart your nbn NTD

The Network Termination Device (NTD) is the nbn connection box that links your premises to the fibre network.

Turn the power outlet off at the wall
Remove the power cable from the back of the NTD
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

✅ Step 3: Check for outages

You can check for outages affecting your service using:

✅ Step 4: Check the lights on your NTD

The OPTICAL light on your nbn NTD shows the connection between your premises and the fibre network.

Solid or flashing green – the fibre connection to the network is active
Off or red – there may be a fault on the fibre connection

If the OPTICAL light is off or red, please contact our support team so we can investigate and log a fault if needed.

💬 Need help? If you’ve worked through these steps and your internet still isn’t working, contact our support team and we’ll help with the next steps.

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

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