{"id":15007,"date":"2022-07-20T17:46:21","date_gmt":"2022-07-20T07:46:21","guid":{"rendered":"https:\/\/www.letsbemates.com.au\/mate\/?p=15007"},"modified":"2022-08-16T10:06:09","modified_gmt":"2022-08-16T00:06:09","slug":"why-is-my-nbn-internet-not-working","status":"publish","type":"post","link":"https:\/\/www.letsbemates.com.au\/mate\/why-is-my-nbn-internet-not-working\/","title":{"rendered":"Why is my nbn internet not working?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Nothing screams end of the world quite like not being able to connect to the internet. We depend on it for leisure just as much as we need it to work. So it\u2019s no surprise that our lives come to a screeching halt when we can\u2019t get access to it.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">No matter. In this blog, we run through solutions to some of the most common <a href=\"https:\/\/www.letsbemates.com.au\/mate\/how-to-conduct-a-ping-test\/\">nbn internet issues<\/a> so you can get back online in no time.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Common internet connection issues<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">If you\u2019re unable to connect to the internet, the problem may be due to:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Your device (e.g. smartphone, TV, laptop etc.)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-nbn-supplied-equipment\/\">nbn equipment<\/a> &amp; cables<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">nbn <a href=\"https:\/\/www.letsbemates.com.au\/mate\/network-status\/\">network outages<\/a><\/span><\/li>\n<\/ul>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignnone wp-image-8159\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2019\/07\/nbn-device-green-lights.jpg\" alt=\"Nbn Device Green Lights\" width=\"901\" height=\"507\" srcset=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2019\/07\/nbn-device-green-lights.jpg 1000w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2019\/07\/nbn-device-green-lights-768x432.jpg 768w\" sizes=\"(max-width: 901px) 100vw, 901px\" \/><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">Troubleshooting your device<\/span><\/h2>\n<h3><span style=\"font-weight: 400;\">WiFi connection<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The simplest (and easiest) explanation may be that your device hasn\u2019t yet established a connection with your modem\/router. In this case, make sure your device\u2019s <a href=\"https:\/\/www.letsbemates.com.au\/mate\/teched-7-tips-for-tackling-wi-fi-dropouts\/\">WiFi<\/a> is enabled, select the network you wish to join and click \u2018connect\u2019. If the connection is successful Wi-Fi bars should appear on your device.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">However, if your device shows Wi-Fi bars with an exclamation mark, then this may point to a problem with your modem\/router\u2019s connection to the external nbn network.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Ethernet cable connection<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">If you see a globe icon in the bottom right of your screen this similarly may suggest that the problem is not with your device\u2019s connection to the local network, but with your modem\/router.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Troubleshooting your nbn equipment<\/span><\/h2>\n<h3><span style=\"font-weight: 400;\">Turn it off and on again &#8211; power cycle<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Not for nothing, a power cycle can very often fix the issue at hand. Leaving it off for between 15 and 60 seconds should do the trick depending on what gear you have.<\/span><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignnone size-full wp-image-14918\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2022\/08\/8.png\" alt=\"Internet modem lights\" width=\"900\" height=\"600\" srcset=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2022\/08\/8.png 900w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2022\/08\/8-768x512.png 768w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/><\/p>\n<h3><span style=\"font-weight: 400;\">Check cables are correctly connected<\/span><\/h3>\n<p>Power Cable: <span style=\"font-weight: 400;\">Ensure your modem\/router and nbn connection box (if provided) are connected to the power socket. However, if the lights on either device fail to illuminate after being switched on, you should contact your internet service provider for technical support.<\/span><\/p>\n<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> and <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>: <span style=\"font-weight: 400;\">For this type of nbn technology, ensure that the Ethernet cable is securely plugged into the active port of your nbn connection device (NTD) and the WAN\/internet port of your modem-router.\u00a0<\/span><\/p>\n<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> and Fibre to the Building (FTTB): <span style=\"font-weight: 400;\">For these types of nbn connections that rely on an existing copper phone line, ensure that your modem-router is securely and directly plugged into the primary telephone wall socket (without any splitters or filters) using a DSL\/telephone cable.<\/span><\/p>\n<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>: <span style=\"font-weight: 400;\">In this case, you\u2019re going to want to make sure that your nbn device is securely connected to your modem-router (via an Ethernet cable) and that your nbn device is also connected to the telephone wall socket (via a DSL\/telephone cable).\u00a0<\/span><\/p>\n<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>: <span style=\"font-weight: 400;\">For this nbn connection type that relies on an existing \u2018pay TV\u2019 network, ensure that the white coaxial cable is securely plugged in between your cable wall outlet and the nbn box. Or, that the cable is secured between the nbn box, the coaxial splitter and then the cable wall outlet (if sharing the outlet with a Foxtel device).<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Check your nbn connection box and modem router lights<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The LED lights on your nbn connection box can give a good indication of what might be causing your nbn outage or network degradation (slow internet).<\/span><\/p>\n<p>For example, the\u00a0<b>nbn Connection light <\/b>on an FTTC connection:<\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Solid blue: Working normally.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">No light: No connection to the nbn network. Check cables.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Blinking blue: Starting up. Wait up to 20 minutes until solid blue.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Solid or blinking red: Possible line fault. Turn off the power and contact your internet provider.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Alternating red and blue: Possible line fault. Disconnect all devices from your telephone wall sockets. If that doesn\u2019t work, contact your provider.<\/span><\/li>\n<\/ul>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignnone wp-image-8151\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2019\/07\/nbn-connection-modem.jpg\" alt=\"Nbn Connection Modem\" width=\"901\" height=\"507\" srcset=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2019\/07\/nbn-connection-modem.jpg 1000w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2019\/07\/nbn-connection-modem-768x432.jpg 768w\" sizes=\"(max-width: 901px) 100vw, 901px\" \/><\/p>\n<p>The<b> nbn DSL light <\/b>on an FTTC connection:<\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Solid blue: working normally.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">No light: If your DSL light isn\u2019t illuminated but the power and connection lights are solid blue, contact your provider.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Blinking blue: Synchronisation or update in progress. Wait for sync\/update to complete (light should turn solid blue).<\/span><\/li>\n<\/ul>\n<p>The <b>nbn LAN light <\/b>on an FTTC connection:<\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Solid\/blinking blue or amber: Working normally.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">No light: No Ethernet connection. Check cables and modem.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Similarly to the above, the LED lights on your modem\/router for any type of connection can often be interpreted in the same way:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Solid green\/blue: Working normally.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Blinking green\/blue: Starting up.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Amber: Synching\/updating. Wait until completion.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Red: Not connected to the network or other issue. Try rebooting or re-entering your ISP settings.<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">nbn network outages\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">It may be the case that you\u2019re not the only one experiencing internet troubles. Scheduled maintenance, a surprise power outage and natural disasters are just some of the things that can lead to nbn outages that can cut the internet for multiple households at a time.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To check if your household has been affected by a full-blown nbn outage, you can check the status of your address connection <\/span><a href=\"https:\/\/www.letsbemates.com.au\/mate\/network-status\/\"><span style=\"font-weight: 400;\">here on the MATE website<\/span><\/a><span style=\"font-weight: 400;\">. There should also be an estimated time of repair completion included on the site. However, if there is no outage or maintenance time frame listed, then this information may not be known yet.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Get trusted nbn internet support<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">When you sign up for an <\/span><a href=\"https:\/\/www.letsbemates.com.au\/nbn\/\"><span style=\"font-weight: 400;\">unlimited data nbn internet plan<\/span><\/a><span style=\"font-weight: 400;\"> with MATE, you can rest easy knowing that should the unfortunate ever occur, you\u2019ll have our award-winning Aussie support team on your side. No offshore call forwarding and no lengthy phone queues.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">MATE, need we say more? <\/span><a href=\"https:\/\/www.letsbemates.com.au\/nbn\/\"><span style=\"font-weight: 400;\">Sign-up for a MATE nbn plan today!<\/span><\/a>\n","protected":false},"excerpt":{"rendered":"<p>Nothing screams end of the world quite like not being able to connect to the internet. We depend on it for leisure just as much as we need it to work. So it\u2019s no surprise that our lives come to a screeching halt when we can\u2019t get access to it.\u00a0 No matter. In this blog,&#8230;<\/p>\n","protected":false},"author":3,"featured_media":4282,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[23],"tags":[32,33,34,194,198],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why is my nbn internet not working? | MATE<\/title>\n<meta name=\"description\" content=\"In this blog, we run through solutions to some of the most common nbn internet issues so you can get back online and work in no time.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.letsbemates.com.au\/mate\/why-is-my-nbn-internet-not-working\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why is my nbn internet not working? 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