Can't Connect: NBN / Cable Internet Troubleshooting

These troubleshooting steps will help if your existing nbn™ or Optus Cable internet connection has stopped working. For ADSL connections, see our ADSL internet troubleshooting.

If you are trying to connect your internet for the first time, please see our Quick Start Guides instead.

Before you start:

Step 1: Restart your modem

Remove the power cable from the back of your modem for 60 seconds, then plug it back in. After approximately 2 minutes the lights on the modem should settle into a stable pattern.

If restarting your modem didn’t work, go to the next step.

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Step 2: Check your nbn™ equipment

Select your type of nbn™ connection to see steps for checking your equipment. If you’re not sure what type of connection you have, you can enter your address here to check.

If you have Optus Cable, nbn™ Fibre to the Node or nbn™ Fibre to the Basement you can skip to Step 3: Check your modem's internet connection. 

nbn™ Fibre to the Curb: nbn™ Connection Device

  1. Make sure your nbn™ Connection Device's power cable is plugged directly into a wall socket, not into a power board.

  2. Check the Connection light. What does it show?

    Connection Light

    Status

    Off

    Make sure the cable connecting the Device to the wall socket is securely connected and in good order

    Solid / blinking red

    There is no connection to the nbn™ network. See Further help

    Blinking blue

    The Device is in the process of setting up. Wait for the light to turn steady blue then test your internet connection

    Solid blue

    The Device is connected

  3. Check the DSL/Internet light. What does it show?

    DSL / Internet Light

    Status

    Off

    There is no connection to the internet. See Further help

    Blinking blue

    The Device is in the process of setting up. Wait for the light to turn steady blue then test your internet connection

    Solid blue

    The Device is connected

  4. Check the LAN light. What does it show?

    LAN Light

    Status

    Off

    Check that the nbn™ Connection Device is plugged into the WAN / Internet port of your modem. If the light stays off, go to the next step

    Blinking blue

    Your Connection Device and modem have a secure connection. Go to the next step

nbn™ Cable: nbn™ Connection Box

Check the lights on your nbn™ Connection Box. If all lights are steady green, your nbn™ Connection Box is working as expected and you can go to the next step.

If some lights are off/or flashing, try the following:

  1. Check that your nbn™ Connection Box is securely plugged in and the power point is switched on

  2. Make sure the coaxial cable connecting your nbn™ Connection Box to the wall socket is securely screwed in at each end

  3. Check which lights are flashing:

    Lights

    Reason

    Online: Off
    Downstream / DS: Flashing
    Upstream / US: Flashing

    There is no internet connection. See Further help

    Online: On
    Downstream / DS: Flashing
    Upstream / US: Flashing

    Your nbn™ connection box is updating its firmware. Allow up to 30 minutes for the update to complete and the lights to return to steady green

If your nbn™ Connection Box is operating properly, go to the next step.

Fibre to the Premises: nbn™ Connection Box

Check the lights on your Connection Box. If you can’t see the lights, remove the cover. To do this, press the two clips at the base upward, then pull the bottom of the cover out and up to remove it completely.

If the Power and Optical lights are both solid green, the box is working correctly and you can go to the next step.

If one of the lights is off or flashing, see below for the action you need to take.

Power Light

Status

Green

The box has power

Flashing green

The box is starting up – allow 15 minutes for setup to finish

Red The box is running on battery. The internet connection won’t work until the power is turned back on
Off

Check that the power supply cable to the connection box is securely plugged in to a power point and the power point is switched on. Do not plug the connection box into a power board.

If there is still no power, see Further help

Optical Light

Reason

Solid green

The box is connected to the network

Flashing green

The box is connected and sending data. This is normal
Red The box has lost connection. See Further help

Off

The box has lost connection. See Further help

If your nbn™ Connection Box is operating properly, go to the next step.

Fixed Wireless: nbn™ Connection Box

Check the lights on your Connection Box. If the box is operating normally, the Power, Status and ODU lights will all be solid or flashing green and you can go to the next step.

If any of these lights are red or unlit, see below for the action to take.

Light

Action

Power

Off: Check the Connection Box is plugged in and the power is switched on

Red: The connection Box is running on battery power and the battery is low

Status

Red: Reset the Connection Box by turning it off at the power point, waiting 30 seconds then turning it back on. Allow a few minutes for the lights to settle into a stable pattern

Blinking amber: The device is starting up. Wait for the light to settle to a steady green, then try your internet connection again

ODU

Solid red: Reset the Connection Box by turning it off at the power point, waiting 30 seconds then turning it back on. Allow a few minutes for the lights to settle into a stable pattern. If the ODU light stays red after the reset, see Further help

Blinking red: There is an error. See Further help

Signal Indicator

The colour of the light (red, amber or green) indicates the strength of the wireless signal. No action is necessary for this light

If your nbn™ Connection Box is operating properly, go to the next step.

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Step 3: Check your modem's internet connection

Check whether your modem’s Internet light is on/blinking. If it is on, you have an internet connection. Go to the next step.

If it is off:

  1. Check that the cable connecting your modem to your wall socket / nbn™ equipment is securely plugged in at each end

  2. Restart your modem

  3. If the Internet light remains off, see Further help

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Step 4: Check your WiFi connection

If you are connecting to the internet via WiFi, try the following steps.

  1. Check that WiFi is on:

    • Check your WiFi light. If it’s off, turn your modem’s WiFi button on

    • Make sure your computer / device also has WiFi turned on

  2. Reset the connection:

    • Turn your modem and your computer off and leave them off for 60 seconds

    • Turn both devices back on and allow a few minutes for them to reconnect

  3. Connect via ethernet cable

    • Use an ethernet cable to connect your computer directly to your modem, then test your internet connection

    • If you can connect via ethernet, you have identified an issue with your WiFi setup. See your modem user guide for help with your WiFi connection. View Guides for Optus-supplied modems.

If you are still unable to connect to the internet, go to the next step.

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Further help

Contact us and we’ll help you out. Before you get in touch, please make sure your computer is connected to your modem via ethernet cable. This will help us as we conduct our own troubleshooting.

nbn: Call 1300 300 427

Other services: Call 13 13 44

When you call, advise the technician what troubleshooting you have done. Keep in mind we may ask you to repeat some of the troubleshooting steps so that we can check the diagnostic responses from our network.

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