Can't Connect: NBN Internet Troubleshooting

If you're unable to connect to the internet and you are on the NBN network please try these troubleshooting steps. If the guide is unable to help you restore your NBN internet connection it will provide you with info on how to report the fault to us.


Step 1 - Check the Optus Network in you area

Check if there is a known problem with the Optus Network in your area. You can check here.

If we've posted a known problem and it relates to this issue - Continue to monitor the service status for a resolution or further updates.

If you suspect that your issue is only partially caused by the listed problem or that it extends beyond the estimated time for rectification, you can continue to troubleshoot your service, below.


Step 2 - Restart your Modem

Remove the power cable from the back of your modem for 10 seconds, then plug it back in.
After approximately 2 minutes the lights on the modem should be stable.


What type of NBN do you have?

 

Step 3 - Check the power to the NBN equipment

Remove the power cable to your NBN NTD (your NBN equipment) at the power socket, after 15 seconds plug this back in. Confirm this cable is not plugged into a power board as this can cause problems with power to your NBN NTD.

Check the Power Light inside your NBN NTD (your NBN equipment):

Note: You may need to remove the cover by pressing the two clips at the base and pulling the base of the cover out (please don't use force to remove it or touch/uncoil the cables inside).

  • It's Flashing GreenThe NBN NTD box is still starting up, this will change soon
  • It's Solid Green - The NBN NTD box's power supply is working correctly, continue onto the next step
  • Its Solid Red - The NBN NTD box is running on battery power, do you have a power outage? If you do your internet will not work until mains power is on again
  • It's Off - Double check that the power supply cable is plugged in correctly

Step 4 - Check the connection to the NBN NTD

Check the Optical Light inside your NBN NTD (your NBN equipment):

Note: You may need to remove the cover by pressing the two clips at the base and pulling the base of the cover out (please don't use force to remove it or touch/uncoil the cables inside

  • It's Flashing GreenThis is normal, you have an active connection which is transferring data
  • It's Solid Green - This is normal, you have an active connection, however it's not transferring data
  • Its Solid Red - The NBN NTD box has lost connection to the network, contact us on 1300 300 427
  • It's Off - Please contact us on 1300 300 427 

Step 5 - Check your Telephone service

Is your telephone working?

  • Yes - Skip to step 7
  • No / I don't have a telephone - If you have an overdue balance you may find your services have been restricted. Please check your account balance and when it was due in My Account, if you are unsure how to do this please see I'd like to check the balance of my bill. If this does not resolve your issue please continue onto the next step.

Step 6 - Check power to your Modem 

On your modem, the Power light is:

  • OffConfirm the modems' power cable is plugged in correctly to the  and the modem.
  • On - Continue to the next step

Step 7 - Which Modem do you have?

Click on which of the below represents the modem you are using:

Step 8 - Check data connection to your Modem

On your modem, the Internet light is:

  • RedCheck the cabling from the NBN NTD is connected properly to the red port on the back of your modem
  • Blinking - Your modem is transferring data over an active internet connection. Continue onto WiFi Setup
  • On -  Your modem is connected to an active internet connection, however no data is being transferred .Continue onto the next step.

Step 9 - Check your wireless

On your modem, the Wireless light is:

  • Blinking - This is normal, Wi-Fi is connected and data is being transferred over Wi-Fi
  • Off - Your Wi-Fi is off. To switch on, push the Wi-Fi On/Off button on the front of the modem
  • On - Wi-Fi is connected with no data being transferred.

If you wish to connect a device via Wi-Fi, locate the Wi-Fi card with the SSID and Passcode that was provided with your modem and key these details into your device. If you do not have this card or you wish to update/change these details, head over to How do I access my modem's settings?


Step 10 - Give us a call

Thanks for doing this troubleshooting with us, in most case it resolves these types of problems. It appears, however, that the reason behind the connection issue is more complex.

 Please contact NBN Technical Support on 1300 300 427 so we can investigate the issue with you.

Step 8 - Check the data connection to your Modem

Plug your computer into any of your modems' yellow ports on the back using an Ethernet cable.

On your modem, the WAN light is:

  • Off - Check the cabling from the NBN NTD unit is connected properly to the grey port on the back of your modem
  • On - Ethernet cable is connected however no data is being transferred
  • Blinking - This is normal, data is being transferred over your Ethernet connection. Continue onto the next step.

Step 9 - Check your wireless

On your modem, the wireless light is:

  • Off - Your Wi-Fi is off, to switch on press and hold the small black button on the back of the modem
  • Blinking - This is normal, Wi-Fi is connected and data is being transferred over Wi-Fi
  • On - Wi-Fi is connected with no data being transferred.

If you wish to connect a device via Wi-Fi, locate the Wi-Fi card with the SSID and Passcode that was provided with your modem and key these details into your device.
If you do not have this card or you wish to update/change these, head over to How do I access my modem's settings?


Step 10 - Give us a call

Thanks for doing this troubleshooting with us, in most case it resolves these types of problems. It appears, however, that the reason behind the connection issue is more complex.

 Please contact NBN Technical Support on 1300 300 427 so we can investigate the issue with you.

 

Step 3 - Check the connection to the NBN Wall Socket

Check that your modem is connected to the NBN Wall Socket

Ensure that the cable is plugged into the DSL port at the back of your modem to the NBN Wall Socket.

 

Step 4 - Check your Telephone service

Is your telephone working?

  • Yes - Skip to step 7
  • No / I don't have a telephone - If you have an overdue balance you may find your services have been restricted. Please check your account balance and when it was due in My Account, if you are unsure how to do this please see I'd like to check the balance of my bill. If this does not resolve your issue please continue onto the next step.

Step 5 - Check power to your Modem 

On your modem, the DSL light is:

  • Off - Check the cabling from the NBN Wall Socket outlet is connected properly to the DSL port on the back of your modem
  • On – The cable from the NBN Wall Socket to the DSL port is connected and the service is synchronised
  • Blinking - Slow: Searching for Sync , Fast:  Sync In Progress

Step 6 - Check data connection to your Modem

On your modem, the Internet light is:

  • Red -  Check the cabling from the NBN Wall outlet is connected properly to the DSL port on the back of your modem
  • Blinking - Your modem is transferring data over an active internet connection. Continue onto WiFi Setup
  • On -  Your modem is connected to an active internet connection, however no data is being transferred .Continue onto the next step

Step 7 - Check your wireless

On your modem, the Wireless light is:

  • Blinking - This is normal, Wi-Fi is connected and data is being transferred over Wi-Fi
  • Off - Your Wi-Fi is off. To switch on, push the Wi-Fi On/Off button on the front of the modem
  • On - Wi-Fi is connected with no data being transferred.

If you wish to connect a device via Wi-Fi, locate the Wi-Fi card with the SSID and Passcode that was provided with your modem and key these details into your device. If you do not have this card or you wish to update/change these details, head over to How do I access my modem's settings?


Step 8 - Give us a call

Thanks for doing this troubleshooting with us, in most case it resolves these types of problems. It appears, however, that the reason behind the connection issue is more complex.

 Please contact NBN Technical Support on 1300 300 427 so we can investigate the issue with you.