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

If you are experiencing issues with your nbn Hybrid Fibre Coaxial (HFC) service, we recommend performing the following steps.

If you are experiencing issues with another NBN service refer to the below guides:

• Fixed Wireless
• Fibre to the Curb (FTTC)
• Fibre to the Node (FTTN) or Fibre to the Building (FTTB)
• Fibre to the Premises (FTTP)

STEP 1: Power cycle your modem/router

Remember, this is the device that you have plugged into your nbn HFC Connection Device. 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 resolve any issues. If your internet service is still not working, proceed to step 2.

STEP 2: Power cycle your nbn HFC Connection Device

To do this:

• unplug the black power cable from the back of the HFC Connection Device;
• leave the power cable out for at least 30 seconds;
• plug the power cable back in and allow the HFC Connection Device 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 HFC Connection Device

The ONLINE light on your HFC Connection Device signifies the link between your Connection Device and the nbn line. The ONLINE light should be ON and SOLID GREEN.

If the ONLINE light is OFF or FLASHING GREEN, this indicates a fault on the connection/line. Please contact our support team as we will likely need to log a fault.

If all four lights on the HFC Connection Device (POWER, UPSTREAM, DOWNSTREAM, ONLINE) are 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.