{"id":11621,"date":"2021-03-05T16:31:42","date_gmt":"2021-03-05T05:31:42","guid":{"rendered":"https:\/\/www.letsbemates.com.au\/mate\/?post_type=faq&#038;p=11621"},"modified":"2026-03-10T11:58:09","modified_gmt":"2026-03-10T00:58:09","slug":"how-do-i-know-if-i-have-a-fault-or-outage-nbn-hfc","status":"publish","type":"faq","link":"https:\/\/www.letsbemates.com.au\/mate\/faq\/how-do-i-know-if-i-have-a-fault-or-outage-nbn-hfc\/","title":{"rendered":"How do I know if I have a fault or outage? (nbn HFC)"},"content":{"rendered":"<p>If you are experiencing issues with your <a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-hybrid-fibre-coaxial-hfc\/\">nbn Hybrid Fibre Coaxial (HFC)<\/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:\/\/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-fttn-fttb\/\">Fibre to the Node (FTTN)<\/a> or <a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/how-do-i-know-if-i-have-a-fault-or-outage-nbn-fttn-fttb\/\">Fibre to the Building (FTTB)<\/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<\/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 <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 modem or router is plugged into your <span style=\"font-weight: 600;\">nbn HFC Connection Device<\/span>.<\/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: Restart your nbn HFC connection device<\/span><\/p>\n<p>The <span style=\"font-weight: 600;\">nbn HFC connection device<\/span> links your home to the nbn cable network.<\/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 HFC device<\/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 device to reconnect<\/li>\n<\/ul>\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 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<\/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 4: Check the lights on your HFC connection device<\/span><\/p>\n<p>The status lights on your HFC connection device show whether it is connected to the nbn network.<\/p>\n<ul>\n<li><span style=\"font-weight: 600;\">Power, Downstream, Upstream and Online lights solid<\/span> \u2013 the connection to the network is active<\/li>\n<li><span style=\"font-weight: 600;\">Online light off or flashing<\/span> \u2013 there may be a fault with the connection<\/li>\n<\/ul>\n<p>If the ONLINE 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 Hybrid Fibre Coaxial (HFC) 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: Fixed Wireless Fibre 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 HFC) | MATE<\/title>\n<meta name=\"description\" content=\"Troubleshoot your nbn Hybrid Fibre Coaxial (HFC) connection. 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