{"id":11620,"date":"2021-03-05T15:52:19","date_gmt":"2021-03-05T04:52:19","guid":{"rendered":"https:\/\/www.letsbemates.com.au\/mate\/?post_type=faq&#038;p=11620"},"modified":"2026-03-10T12:01:43","modified_gmt":"2026-03-10T01:01:43","slug":"how-do-i-know-if-i-have-a-fault-or-outage-nbn-fttn-fttb","status":"publish","type":"faq","link":"https:\/\/www.letsbemates.com.au\/mate\/faq\/how-do-i-know-if-i-have-a-fault-or-outage-nbn-fttn-fttb\/","title":{"rendered":"How do I know if I have a fault or outage? (nbn FTTN\/FTTB)"},"content":{"rendered":"<p>If you are experiencing issues with your <a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-nbn-fibre-to-the-node-fttn\/\">nbn Fibre to the Node (FTTN)<\/a> or <a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-nbn-fibre-to-the-building-fttb\/\">Fibre to the Building (FTTB)<\/a> 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.<\/p>\n<p>If you are using another nbn technology, refer to the guides below:<\/p>\n<ul>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/how-do-i-know-if-i-have-a-fault-or-outage-nbn-fixed-wireless\/\">Fixed Wireless<\/a><\/li>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/how-do-i-know-if-i-have-a-fault-or-outage-nbn-fttc\/\">Fibre to the Curb (FTTC)<\/a><\/li>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/how-do-i-know-if-i-have-a-fault-or-outage-nbn-fttp\/\">Fibre to the Premises (FTTP)<\/a><\/li>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/how-do-i-know-if-i-have-a-fault-or-outage-nbn-hfc\/\">Hybrid Fibre Coaxial (HFC)<\/a><\/li>\n<\/ul>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #d7f6e6; border-left: 5px solid #00b26b;\" role=\"note\" aria-label=\"Helpful tip\"><span style=\"font-weight: 600;\">\ud83d\udca1 Tip:<\/span> Before troubleshooting further, try running a quick <a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/service-test-nbn\/\">service test<\/a> in the <a href=\"https:\/\/www.letsbemates.com.au\/mate\/mymate\/\">myMATE app<\/a> or the <a href=\"https:\/\/mymate.letsbemates.com.au\/\">self-care portal<\/a>.<\/div>\n<div style=\"margin-top: 1.5em; margin-bottom: 1.5em; padding: 1em; background-color: #f5f5f5; border: 1px solid #dddddd;\">\n<p style=\"margin-bottom: 0.6em; padding-bottom: 6px; border-bottom: 3px solid #00b26b;\"><span style=\"font-weight: 600; font-size: 1.1em;\">\u2705 Step 1: Restart your modem or router<\/span><\/p>\n<p>Your <span style=\"font-weight: 600;\">VDSL modem or router<\/span> connects directly to the nbn line.<\/p>\n<ul>\n<li>Turn the power outlet off at the wall<\/li>\n<li>Remove the power cable from the back of the modem or router<\/li>\n<li>Wait at least <span style=\"font-weight: 600;\">30 seconds<\/span><\/li>\n<li>Plug the power cable back in<\/li>\n<li>Turn the power outlet back on<\/li>\n<li>Allow up to <span style=\"font-weight: 600;\">3 minutes<\/span> for the modem to reconnect<\/li>\n<\/ul>\n<div style=\"margin-top: 1em; padding: 1em; background-color: #fff3e0; border-left: 5px solid #ff9800;\" role=\"note\" aria-label=\"Important\"><span style=\"font-weight: 600;\">\u26a0\ufe0f Important:<\/span> Do not press the reset button on your modem or router. This can erase your connection settings.<\/div>\n<\/div>\n<div style=\"margin-top: 1.5em; margin-bottom: 1.5em; padding: 1em; background-color: #f5f5f5; border: 1px solid #dddddd;\">\n<p style=\"margin-bottom: 0.6em; padding-bottom: 6px; border-bottom: 3px solid #00b26b;\"><span style=\"font-weight: 600; font-size: 1.1em;\">\u2705 Step 2: Check for outages<\/span><\/p>\n<p>You can check for outages affecting your service using:<\/p>\n<ul>\n<li>Your <a href=\"https:\/\/www.letsbemates.com.au\/mate\/mymate\/\">myMATE app<\/a><\/li>\n<li>The <a href=\"https:\/\/mymate.letsbemates.com.au\/\">self-care portal<\/a><\/li>\n<li>The <a href=\"https:\/\/www.nbnco.com.au\/support\/network-status\" target=\"_blank\" rel=\"noopener\">nbn Network Status page<\/a><\/li>\n<\/ul>\n<p>If there is a known outage, our team and nbn will already be working to restore the service.<\/p>\n<\/div>\n<div style=\"margin-top: 1.5em; margin-bottom: 1.5em; padding: 1em; background-color: #f5f5f5; border: 1px solid #dddddd;\">\n<p style=\"margin-bottom: 0.6em; padding-bottom: 6px; border-bottom: 3px solid #00b26b;\"><span style=\"font-weight: 600; font-size: 1.1em;\">\u2705 Step 3: Check the DSL light on your modem<\/span><\/p>\n<p>The <span style=\"font-weight: 600;\">DSL<\/span> light shows whether your modem is connected to the nbn line.<\/p>\n<ul>\n<li><span style=\"font-weight: 600;\">DSL light solid<\/span> \u2013 your modem is connected to the nbn network<\/li>\n<li><span style=\"font-weight: 600;\">DSL light off or flashing<\/span> \u2013 there may be a fault on the connection<\/li>\n<\/ul>\n<p>If the DSL light is off or flashing, please <a href=\"https:\/\/www.letsbemates.com.au\/mate\/support\/\">contact our support team<\/a> so we can investigate and log a fault if needed.<\/p>\n<\/div>\n<div style=\"margin-top: 1.5em; margin-bottom: 1.5em; padding: 1em; background-color: #e3f2fd; border-left: 5px solid #1976d2;\" role=\"note\" aria-label=\"Need help?\"><span style=\"font-weight: 600;\">\ud83d\udcac Need help?<\/span> If you\u2019ve worked through these steps and your internet still isn\u2019t working, <a style=\"color: #1976d2; text-decoration: underline;\" href=\"https:\/\/www.letsbemates.com.au\/mate\/support\/\">contact our support team<\/a> and we\u2019ll help with the next steps.<\/div>\n","protected":false},"excerpt":{"rendered":"<p>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&#8230;<\/p>\n","protected":false},"featured_media":0,"template":"","faq_category":[2,53,52,62,31],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How do I know if I have a fault or outage? (nbn FTTN\/FTTB) | MATE<\/title>\n<meta name=\"description\" content=\"Troubleshoot your nbn Fibre to the Node (FTTN) or Fibre to the Building (FTTB) connection. 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