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Start with the Basics (Applies to All NBN Technologies)

1. Check for outages

Before diving into cables and settings, make sure the issue isn’t simply a wider outage.

• Visit the official NBN Co status page and search your address for planned or unplanned faults.
• Then check your internet provider’s status page or a live tracker like Downdetector.
  Severe weather, electrical faults and area-wide issues are still common causes of connection loss.

2. Restart equipment in the correct order

This matters more than most people realise.

1. Turn off your NBN box and your router.
2. Wait at least 60 seconds.
3. Turn the NBN device on first.
4. When its online/link light becomes stable, power on your router.

3. Look at the NBN box lights

Each NBN device uses LEDs to indicate where the fault might be—whether it’s on the NBN side of the network or inside your home.

4. Make sure your router is configured correctly

Using your own router (BYO)?
Confirm:

• PPPoE or IPoE (DHCP)
• Username/password if your provider uses PPPoE
• VLAN tagging (many ISPs still require VLAN ID 100)

5. Test with a wired connection

Connect a laptop directly via Ethernet to rule out Wi-Fi failures.
If wired works but Wi-Fi doesn’t, the issue is your router—not NBN.

If all basic checks look fine, move on to your technology type below.

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FTTP (Fibre to the Premises)

What to look for

The white NBN Fibre NTD has several LEDs that show fibre status.
If the Optical or Online light is blinking or off, the problem is almost certainly on NBN’s side.

Important checks

• Ensure your router is connected to the correct UNI-D port. Your service may not be on UNI-D1.
• Confirm your router’s WAN settings (PPPoE/IPoE, VLAN).

Tip from the field

If the UNI-D light is solid but your router still displays “no internet”, a factory reset of the router (not the NTD) often resolves stale or corrupt configuration settings.

Need help? Our NBN specialists are here.
📞 1300 945 468

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FTTC (Fibre to the Curb)

Hardware you’ll see

FTTC homes have the NBN Connection Device (NCD) between the phone socket and your router.

What to check

• Inspect all four NCD lights (Power, Connection, DSL/Link, LAN).
• Cabling must be: Wall Socket → NCD → Router WAN.
  You cannot plug a router directly into the wall socket on FTTC.

If your NCD won’t get online

• Try a different power point.
• Swap the telephone lead for a known-good one.
• You can perform one reset using the pinhole button (press for ~10 seconds).
• If the LAN light does not come on when the router is powered on, the router or cable is likely faulty.

Want us to handle it?
📞 1300 945 468

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FTTB (Fibre to the Building) & FTTN (Fibre to the Node)

What these use

There’s no NBN box inside the home—just your VDSL2 modem/router connecting to the phone socket.

Key checks

• Does your modem show DSL sync?
  • If no sync → line issue or internal wiring problem.
  • If sync is solid but no internet → authentication or VLAN issue.
• Make sure you’re using a VDSL2-capable modem, not an old ADSL device.

Avoid ADSL filters

These cause noise and prevent VDSL from syncing.
Connect the modem directly to the socket.

Try the primary wall socket

The first socket in the house often provides the cleanest signal.

If you have sync but no internet

• Re-enter your PPPoE username/password if required.
• Add or remove VLAN ID depending on your ISP.
• Consider a router reset and fresh configuration.

Prefer an expert to sort it?
📞 1300 945 468

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HFC (Hybrid Fibre-Coaxial)

Your NBN hardware

You’ll have an Arris HFC modem (CM8200 series).

What to check

The Arris shows four lights—Power, Downstream, Upstream, Online.
All should be solid green when online.

If the Arris shows online but your router doesn’t connect, the issue is almost always:

• Wrong WAN mode
• Incorrect VLAN
• Router failure

A reset and reconfiguration usually fixes this.

Get help from the experts at IT Geeks:
📞 1300 945 468

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If the lights look right but you still can’t get online

Re-check WAN settings

The wrong choice between PPPoE/IPoE or a missing VLAN tag is one of the most common causes of “NBN connected but no internet”.

Use your provider’s app or tools

Many providers now offer self-tests, fault lodgement and line diagnostics directly from their app.

Try a newer router

Routers older than 4–5 years often show symptoms like:

• Random dropouts
• “Connected, no internet”
• Poor Wi-Fi even when NBN is fine

Reduce interference

Avoid placing Wi-Fi access points or power adapters directly beside your NBN box.

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Quick Reference Checklists

FTTP

✔ UNI-D port correct
✔ Router settings match ISP
✔ Optical/Online LEDs solid

FTTC

✔ Wall socket → NCD → Router
✔ LAN light on
✔ Reset NCD only once if required

FTTB/FTTN

✔ VDSL2 modem only
✔ No filters/splitters
✔ DSL sync present
✔ Correct PPPoE/VLAN

HFC

✔ Arris has all four solid lights
✔ Router connected via WAN port
✔ Router settings correct

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When to Call Your Provider or Lodge a Fault

If you consistently see any of the following, stop troubleshooting and contact your ISP for escalation:

• No DSL sync (FTTN/FTTB)
• FTTC NCD won’t reach connection stage
• HFC Online light won’t stabilise
• FTTP Optical/Online light won’t stay solid
• Widespread reported outages
• Weather-related or intermittent line faults

Your ISP is responsible for logging faults with NBN.

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Still Having Issues? IT Geeks Can Fix It.

If the troubleshooting above hasn’t solved your NBN problem, don’t stress—this is exactly what we specialise in.

Our internet technicians can quickly diagnose and restore your connection.

📞 Call IT Geeks: 1300 945 468
📍 Melbourne-wide service
🌐 itgeeks.com.au (optional – add if needed)