nbn™ Support FAQs

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What is Metwide Communications nbn™?

Metwide Communications nbn™ is a broadband service delivered to you over nbn™, Australia’s new fibre network, using a variety of different broadband technologies provided by nbn™ Co. There are currently four ways Metwide Communications can connect customers to the nbn™ network:

nbn™ network over Fibre to the Premise (also known as FTTP): NBN Co runs fibre directly to a customer’s home. NBN Co needs to install an nbn™ utility box (outside your home) and an nbn™ connection box (inside your home) to allow you to connect to the nbn network. On sign up we will determine if you need an appointment.
nbn™ network over Fibre to the Basement/Building (also known as FTTB): Fibre is run to a multi-dwelling unit (typically an apartment building), with existing internal copper wiring within the building used to connect a VDSL service (Very-High-Bit-Rate DSL). Customers connect via their modem to the existing telecommunications socket. If you have an existing service on the line you will experience downtime until we get you connected.
nbn™ network over Fibre to the Node (also known as FTTN): Fibre optic cables are run from the telephone exchange to a street node or pillar and then the existing telecommunications copper lines are used to deliver broadband to the home. Customers connect via their modem to the existing telecommunications socket. If you have an existing service on the line, you will experience downtime until we get you connected.
nbn™ network over HFC (also known as Hybrid Fibre Coaxial): NBN co uses the existing HFC networks (e.g. cable internet and Pay TV). Depending on your situation, nbn co may need to install an nbn™ utility box outside your house. NBN co will install an nbn™ connection box inside your house near a HFC wall plate/socket. On sign-up, you will need an appointment.

What do I need to consider before signing up for Metwide Communications nbn™ FTTB/FTTP/HFC?

Fibre to the Basement/Building (Metwide Communications nbn™ FTTB)

If NBN Co is re-using the existing wiring in your building, an nbn™ installer will need to connect the wiring to the nbn™ node in your building. You will need to work with your building manager to ensure the installer has access to the communications room where the node has been installed. Once your line is connected to the nbn node, the nbn installer will need access to your place to test the line so you need to make sure you are home.

If you have an existing service on your line (e.g. phone, fax or internet), access to that service will be lost during the connection of your Metwide Communications service so you may experience downtime while we complete your order. Your existing provider will be notified by NBN Co when your phone line is disconnected. Once your landline phone service is lost, you won’t be able to make calls or port your telephone number. We suggest you use a mobile phone to make voice calls in the interim.

Fibre to the Premise (Metwide Communications nbn™ FTTP)

If you already have your nbn™ connection box installed then you should think about the following before signing up:

• Do I have enough free space for my modem near my nbn™ connection box?
• Do I have a free power point for my modem near my nbn™ connection box?
• Do I want my modem to be installed where my nbn™ connection box is?

If you answered ‘no’ to any of the above, whether you choose Metwide Communications or any other service provider, you will need to engage an electrician to re-wire the connection between your nbn™ connection box and your modem. This will allow you to connect your modem to the nbn™ connection box, and position your modem where you want it to be.

If you already have an nbn™ utility box installed, but don't yet have an nbn™ connection box installed then you can proceed with ordering your Metwide Communications service; we’ll work with NBN Co to organise an appointment for an nbn™ installer to come to your home to install an nbn™ connection box.

Prior to your NBN Co appointment, you should have a think about where you would like your nbn™ connection box installed. Some of the things you should consider when selecting a location:

• Ensure there’s a free power point within 3 metres of where the nbn™ connection box will be installed
• Ensure the nbn™ connection box is installed as close as possible to where the modem will be located in your home
• Ensure you’ve considered the light that the nbn™ connection box emits e.g. it may not be a good idea to install it in a bedroom
• Ensure the nbn™ connection box is not installed outside your property, in the garage, in a wet area or in a hard to reach location.

Note: A standard nbn™ installation only allows for 40 metres of fibre optic cable connecting the nbn™ utility box (located outside your home) to your nbn™ connection box (located inside your home).

HFC (Hybrid Fibre Coaxial)

NBN Co is using existing HFC networks (e.g. cable internet and pay TV) to connect customers to the nbn™ network. Depending on your situation, you may need nbn™ equipment outside your house, but nbn™ Co will use any existing HFC infrastructure previously installed. An nbn™ installer will need to install an nbn™ connection box inside your house near an HFC wall-plate/socket.

Please ensure you have enough power points near your HFC wall-plate/socket to power both the nbn™ connection box and Metwide Communications modem, as well as any existing cable services (e.g. pay TV) that you want to keep.

If you have an existing cable service (e.g. internet or pay TV), access to this service will be lost during the installation of the nbn™ equipment and activation of your service. During the installation process, NBN Co will install an HFC radio frequency splitter to allow your existing services to work after the installation is complete. It is NBN Co’s responsibility to make sure your existing services still work after installation, so please get in contact with the nbn™ installer or with NBN Co if you have any issues.

If you no longer require any of your existing services after your Metwide Communications service on the nbn network is activated, please contact your current provider to disconnect that service.

Fibre to the Basement/Building (Metwide Communications nbn™ FTTB)

If NBN Co are re-using the existing wiring in your building, an nbn™ installer will need to connect the wiring to the nbn™ node in your building. You will need to work with your building manager to ensure the installer has access to the communications room where the node has been installed. Once your line is connected to the nbn node, the nbn installer will need access to your place to test the line so you need to make sure you are home.

Fibre to the Premise (Metwide Communications nbn™ FTTP)

If you already have your nbn™ connection box installed then you should think about the following before signing up:

• Do I have enough free space for my modem near my nbn™ connection box?
• Do I have a free power point for my modem near my nbn™ connection box?
• Do I want my modem to be installed where my nbn™ connection box is?

Prior to your NBN Co appointment, you should have a think about where you would like your nbn™ connection box installed. Some of the things you should consider when selecting a location:

• Ensure there’s a free power point within 3 metres of where the nbn™ connection box will be installed
• Ensure the nbn™ connection box is installed as close as possible to where the modem will be located in your home
• Ensure you’ve considered the light that the nbn™ connection box emits e.g. it may not be a good idea to install it in a bedroom
• Ensure the nbn™ connection box is not installed outside your property, in the garage, in a wet area or in a hard to reach location.

HFC (Hybrid Fibre Coaxial)

If you no longer require any of your existing services after your Metwide Communications service on the nbn network is activated, please contact your current provider to disconnect that service.

What information do I need to sign up to Metwide Communications nbn™?

Check your address to find out if the nbn™ network is available at your address. Then to sign up, we'll need the following:

• Full name
• Date of birth
• Email address
• Mobile number or other contact number
• Driver's licence, or other identification details
• Modem delivery address (if different to your service address)
• Credit or debit card details

I’m renting, what do I have to do to get connected to nbn™?

You need to get the property owner’s permission to install an nbn™ Connection Box at the property before you can be connected to the nbn™ service. We recommend you speak to your property manager or land lord to discuss the connection.

I live in an apartment block. Will I have access to the nbn™?

You sure will. But make sure that your Body Corporate has registered to be upgraded to the nbn™ so the design work can be completed.

Do I need a phone line to get Metwide Communications nbn™?

No, you don’t need a phone line to get connected to Metwide Communications nbn™.

Do I need to be there during the NBN Co installation?

Either you or somebody else over the age of 18 who is authorised to act on your behalf has to be home for the duration of the installation appointment. You will need to be there to let the NBN Co technician in, tell them where you’d like your nbn™ connection box installed, and at the completion of the installation sign a form confirming you’re happy with the location of your installed nbn™ connection box.

Can I keep my existing telephone number to use on the nbn™?

Yes, in most cases we can port your existing telephone number over to the nbn™.

To be sure you keep your phone number, specify that you’d like to keep your existing telephone number when you sign up online.

Alternatively, call our friendly Sales Team on 1300 300 210 to discuss the matter further.

When will the nbn™ network be available in my area?

The nbn™ network is currently being rolled out region-by-region. nbn co anticipate the rollout of the network will take until 2020 to complete.

We have a handy nbn™ coverage map where you can check to see if construction has commenced in your location. Unfortunately we can't provide any timetables if the nbn™ roll-out hasn't started in your area yet. Information in the roll-out map is updated regularly, so keep checking!

You may wish to join our nbn™ Wait List so we’ll let you know how the rollout is progressing and when it will become live in your area.

I already have nbn™. How do I switch my nbn™ provider to Metwide Communications?

If you already have an active nbn™ FTTP, FTTN, FTTB or Fixed Wireless service connected at your address and you'd like to switch to an Metwide Communications nbn™ plan, please call us on 1300 300 210 between 9AM-5PM (AEST), Monday to Friday, to arrange a Service Transfer. Once lodged, Service Transfers typically take less than 2 business days to complete, and downtime is typically less than 24 hours.

How do I setup modem for Metwide Communications nbn™ FTTP?

The instructions below cover a few simple steps to get your Metwide Communications supplied modem up and running.

If you are using your own modem, then please also refer to the “USING YOUR OWN MODEM” section below.

To help you identify your nbn™ equipment, here is a picture of the typical nbn™ equipment found inside and outside your home.

Connecting the Hardware

• Locate your nbn™ connection box. If there is a cover on your nbn™ connection box, first remove the cover by pressing the two clips at the base (either together or one at a time); then lift the cover at an angle to remove (see image below). If there is no cover, proceed to Step 2

• Check that the power and optical lights on your nbn™ connection box are both displaying green. If they are not green, please contact us.
• Plug the black power adaptor into a power point, and connect the other end to the port on the back of your modem.
• Turn on the power button and wait 60 seconds.
• Next, take the yellow RJ45 Ethernet cable, and plug it into the socket labelled WAN on the back of your modem.

• Refer back to your activation e-mail from Metwide Communications titled ‘Your Metwide Communications nbn™ Broadband is ready to go’ and check which UNI-D socket your service has been activated on. Now locate that UNI-D socket on your nbn™ Connection Box and plug in the other end of the Ethernet cable.
• After a minute or so, you should see the WAN light and Internet light on the front of your modem turn green. The internet light will flash green and the WAN will turn solid green.
• Once the Power light, Internet light and WAN light on your modem are green, you’re ready to connect your devices to the internet!

Connecting Your Computer/Devices

You can connect to the internet with your Metwide Communications service one of two ways, using Wi-FI or an Ethernet cable.

WIFI

• Turn on Wi-Fi on your computer/device.
• On your computer/device find and select the Wi-Fi Network Name displayed on the Wi-Fi information card.
• Type in the Wi-Fi Password found on the Wi-Fi information card when asked.
• The ‘WiFi’ LED on the front of the modem will turn green when a device is properly connected.
• You can connect all of your laptops, tablets, smartphones and other Wi-Fi enabled devices via this method

ETHERNET

• To connect via Ethernet, connect one end of the yellow Ethernet cable into any of the sockets on the back of your modem that are labelled 'Eth' or ‘LAN’.
• Now plug the other end your computer’s Ethernet network port.
• The LAN LED on the front of the modem will turn green when a device is properly connected.

Using Your Own Modem

If you are using your own modem, as opposed to a modem supplied by Metwide Communications, then use the following settings while following the setup guide for your modem.

Encapsulation/Connection Type/WAN Type: PPPoE
Multiplexing: LLC
Network Username: You can find your username in the ‘Your Metwide Communications nbn™ Broadband is ready to go’ email you received from Metwide Communications.
Network Password: You can find your username in the ‘Your Metwide Communications nbn™ Broadband is ready to go’ email you received from Metwide Communications.
VPI: 8
VCI: 35

Even if you are using your own modem, “CONNECTING THE HARDWARE” section is still relevant.

How do I setup modem for Metwide Communications nbn™ FTTN/FTTB?

The instructions below cover a few simple steps to get your Metwide Communications supplied modem up and running.

If you are using your own modem, then please also refer to the “USING YOUR OWN MODEM” section below.

Connecting the Hardware

Your Metwide Communications modem will connect to any telephone wall socket. For the best Wi-Fi coverage, place your modem as central as possible to where you use your Wi-Fi devices the most.

• Unplug your existing telephone device (if you have one) from the telephone wall socket you will be using for your nbn™ FTTN/FTTB connection.
• Connect one end of the supplied RJ11 telephone cable to the telephone wall socket and the other end to the DSL port on the back of the your modem.
• Connect the included power adapter to the Power jack of the modem and then plug it into an available wall socket. Press the ON/OFF button to power the router on. The Power light illuminates in red. When the modem has finished booting up, the Power light turns green.

Connecting Your Computer/Devices

You can connect to the internet with your Metwide Communications service one of two ways, using Wi-FI or an Ethernet cable.

WIFI

• Turn on Wi-Fi on your computer/device.
• On your computer/device find and select the Wi-Fi Network Name displayed on the Wi-Fi information card.

• Type in the Wi-Fi Password found on the Wi-Fi information card when asked.
• The ‘WiFi’ LED on the front of the modem will turn green when a device is properly connected.
• You can connect all of your laptops, tablets, smartphones and other Wi-Fi enabled devices via this method

ETHERNET

• To connect via Ethernet, plug the supplied RJ45 Ethernet cable to one of the yellow Ethernet ports (1-4) on the back of the modem.
• Plug the other end into your computer’s Ethernet network port.
• The LAN LED on the front of the modem will turn green when a device is properly connected.

Using Your Own Modem

If you are using your own modem, as opposed to a modem supplied by Metwide Communications, then use the following settings while following the setup guide for your modem.

Encapsulation/Connection Type/WAN Type: PPPoE
Multiplexing: LLC
Network Username: You can find your username in the ‘Your Metwide Communications nbn™ Broadband is ready to go’ email you received from Metwide Communications.
Network Password: You can find your username in the ‘Your Metwide Communications nbn™ Broadband is ready to go’ email you received from Metwide Communications.
VPI: 8
VCI: 35

Even if you are using your own modem, CONNECTING THE HARDWARE section is still relevant.

How do I setup modem for Metwide Communications nbn™ HFC?

The instructions below cover a few simple steps to get your Metwide Communications supplied modem up and running.

If you are using your own modem, then please also refer to the “Using your Own Modem” section below.

Connecting the Hardware

• Check that the power and optical lights on your nbn™ connection box are both displaying green. If they are not green, please contact us.
• At the back of the nbn™ connection box locate the yellow UNI-D Port.
• Connect the yellow Ethernet Cable to the ‘UNI-D’ port on the back of the nbn™ Connection Box. Connect the other end of the yellow Ethernet Cable to the blue ‘WAN’ port on the back of the modem.
• Connect the Power Adaptor to the Power port on the back of your modem.
• Press the power On/Off switch.
• Optional - Connect the telephone cable from your existing telephone device to the Tel port on the back of the your modem.

Connecting Your Computer/Devices

You can connect to the internet with your Metwide Communications service one of two ways, using Wi-FI or an Ethernet cable.

WIFI

• Turn on Wi-Fi on your computer/device.
• On your computer/device find and select the Wi-Fi Network Name displayed on the Wi-Fi information card.
• Type in the Wi-Fi Password found on the Wi-Fi information card when asked.
• The ‘WiFi’ LED on the front of the modem will turn green when a device is properly connected.

You can connect all of your laptops, tablets, smartphones and other Wi-Fi enabled devices via this method

ETHERNET

• To connect via Ethernet, connect one end of the yellow Ethernet cable into any of the sockets on the back of your modem that are labelled 'Eth' or ‘LAN’.
• Now plug the other end your computer’s Ethernet network port.
• The LAN LED on the front of the modem will turn green when a device is properly connected.

Using Your Own Modem

If you are using your own modem, as opposed to a modem supplied by Metwide Communications, then use the following settings while following the setup guide for your modem.

Encapsulation/Connection Type/WAN Type: PPPoE
802.1Q: disabled
Network Username: You can find your username in the ‘Your Metwide Communications nbn™ Broadband is ready to go’ email you received from Metwide Communications.
Network Password: You can find your username in the ‘Your Metwide Communications nbn™ Broadband is ready to go’ email you received from Metwide Communications.
VLAN Priorty: -1 (or Null)
VLAN ID: -1 (or Null)

Even if you are using your own modem, CONNECTING THE HARDWARE section is still relevant.

How do I setup modem for Metwide Communications nbn™ Fixed Wireless?

The instructions below cover a few simple steps to get your Metwide Communications supplied modem up and running.

If you are using your own modem, then please also refer to the USING YOUR MODEM section below.

To help you identify your nbn™ equipment, here is a picture of the typical nbn™ equipment found inside and outside your home.

Connecting the Hardware

• Locate your nbn™ connection box. If there is a cover on your nbn™ connection box, first remove the cover by pressing the two clips at the base (either together or one at a time); then lift the cover at an angle to remove (see image below). If there is no cover, proceed to Step 2

• Check that the power and optical lights on your nbn™ connection box are both displaying green. If they are not green, please contact us.
• Plug the black power adaptor into a power point, and connect the other end to the port on the back of your modem.
• Turn on the power button and wait 60 seconds.
• Next, take the yellow RJ45 Ethernet cable, and plug it into the socket labelled WAN on the back of your modem.

• Refer back to your activation e-mail from Metwide Communications titled ‘Your Metwide Communications nbn™ Broadband is ready to go’ and check which UNI-D socket your service has been activated on. Now locate that UNI-D socket on your nbn™ Connection Box and plug in the other end of the Ethernet cable.
• After a minute or so, you should see the WAN light and Internet light on the front of your modem turn green. The internet light will flash green and the WAN will turn solid green.
• Once the Power light, Internet light and WAN light on your modem are green, you’re ready to connect your devices to the internet!

Connecting Your Computer/Devices

You can connect to the internet with your Metwide Communications service one of two ways, using Wi-FI or an Ethernet cable.

WIFI

Turn on Wi-Fi on your computer/device.
On your computer/device find and select the Wi-Fi Network Name displayed on the Wi-Fi information card.

Type in the Wi-Fi Password found on the Wi-Fi information card when asked.
The ‘WiFi’ LED on the front of the modem will turn green when a device is properly connected.

You can connect all of your laptops, tablets, smartphones and other Wi-Fi enabled devices via this method

ETHERNET

• To connect via Ethernet, connect one end of the yellow Ethernet cable into any of the sockets on the back of your modem that are labelled 'Eth' or ‘LAN’.
• Now plug the other end your computer’s Ethernet network port.
• The LAN LED on the front of the modem will turn green when a device is properly connected.

Using Your Own Modem

If you are using your own modem, as opposed to a modem supplied by Metwide Communications, then use the following settings while following the setup guide for your modem.

Encapsulation/Connection Type/WAN Type: PPPoE
Multiplexing: LLC
Network Username: You can find your username in the ‘Your Metwide Communications nbn™ Broadband is ready to go’ email you received from Metwide Communications.
Network Password: You can find your username in the ‘Your Metwide Communications nbn™ Broadband is ready to go’ email you received from Metwide Communications.
VPI: 8
VCI: 35

Even if you are using your own modem, “CONNECTING THE HARDWARE” section is still relevant.

Troubleshooting nbn™ FTTB/FTTN for No Connection

If you're unable to connect to the internet and you are on the nbn™, please try these troubleshooting steps.

Things to check first

A modem/router must support VDSL2 in order to work on the nbn™ FTTB/FTTN networks. Plugging in an incompatible modem may cause your connection to be blocked to prevent network issues, which means it won't work even when you switch to a compatible modem.
If you believe this is the case, please call us on 1300 300 210, as we'll need to get your connection enabled again. All modems provided by Metwide Communications are nbn™ ready.
If you haven't already done so, follow the setup guide for your Metwide Communications modem to plug it in and configure it for nbn™ FTTB/N.
Check that all cables are in good condition and plugged in securely.

Troubleshooting

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.

Are you able to connect to the internet?

If No, please go to Step 2.

STEP 2: CHECK YOUR CABLE SETUP

Are your cables connected as on the image below?

If not, please change your cable setup to match it.

If your cables setup matches the image and the internet still isn't working, go to the next step.

STEP 3: CHECK YOUR WIRING

Has there ever been an internet or phone connection installed previously at this address?

YES: Check the wiring and existing sockets throughout the premise for any line filters and remove them. Restart your modem again and try open a web page. Not able to browse? Continue to the next step.
NO: Continue to the next step

STEP 4: CHECK THE MODEM CONNECTION

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.

Check if you can connect to the Internet. Not able to browse? The problem could be the phone cable between the modem and the wall socket.

If you can connect the modem to the nbn™ Wall Socket using a different phone cable.

If you can connect to the Internet now, it looks like your phone cable was faulty. Please continue using the cable you have plugged in now.

Not able to browse? Continue to the next step.

Green Blinking: Synching - please wait 10 minutes for sync to complete. Then, try and open a page web page on your device. Not able to browse? Continue to the next step.
Green The service is synchronised - continue to the next step.

STEP 5: CHECK THE DATA CONNECTION TO YOUR MODEM

Look at the lights on your modem again. Is the 'Internet' lights green?

YES: It looks like your nbn™ connection is reaching your modem, but not your devices. Please go to the next item.
NO: it looks like the problem is with the connection between your modem and the nbn™ connection box. Please go to step 9.

Is your device connected via Ethernet cable or Wi-Fi?

Ethernet:

If you can, please check the following:

Connect the modem to the nbn™ connection box using a different ethernet cable.

If you can connect to the Internet now, it looks like your Ethernet cable was faulty. Please continue using the cable you have plugged in now.

If you still cannot connect, please go to the next item.

Connect a different device to the modem, using this Ethernet cable.

If you can connect to the Internet now, it looks like the problem is with your first device. It could be a hardware problem or the way it's configured.

If you still cannot connect, it means the internet is not working on more than one device and you have tried more than one cable. Please go to Step 9.

Wi-Fi:

If possible try connecting to the modem via Ethernet Cable, to check whether you have an issue with your modem or with your Wi-Fi connection.
Refresh your modem connection by turning your modem off and on again, and computer/device at the same time and allowing a few minutes to start a fresh connection

STEP 6: RESTORE YOUR MODEM

If you have tried all the above steps it may help to restore the factory default settings.

Please note: all settings in your modem are deleted during this process.

Press and hold the Reset button on the back of your modem for ten seconds using a sharp-pointed non-metallic object.
You will have to wait a few minutes for the modem to reboot.
To reconfigure your modem please refer to the 'Setting up guides' list of FAQs.

STEP 7: CHECK YOUR nbn™ WALL SOCKET

With a nbn™ installation only one of your wall sockets will work on the nbn™ network, all the other sockets inside your property will no longer work.

In most instances nbn™ CO will activate the closest outlet to where any cables enter the property (most likely towards the front of the property) However depending on the phone wiring inside your property this outlet may not be the one you previously used on a DSL internet connection.

The only way to test this is to test out the other sockets on your property.

STEP 8: STILL NEED HELP?

Thanks for trying to troubleshoot the problem, it looks like we'll need to investigate it further with you. Please contact us on 1300 300 210 so we can help you out.

Troubleshooting nbn™ FTTB/FTTN for Dropouts

If you are experiencing connection dropouts on an nbn™ Fibre to the Building or Fibre to the Node (FTTB/FTTN) service try the troubleshooting steps below.

Troubleshooting

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.

Are you able to connect to the internet?

If No, please go to Step 2.

STEP 2: CHECK YOUR CABLE SETUP

Are your cables connected as on the image below?

If not, please change your cable setup to match it.

If your cables setup matches the image and the internet still isn't working, go to the next step.

STEP 3: CHECK YOUR WIRING

Has there ever been an internet or phone connection installed previously at this address?

YES: Check the wiring and existing sockets throughout the premise for any line filters and remove them. Your nbn™ connection doesn't need a splitter. In fact, it can cause interference.

Restart your modem again and try open a web page. Not able to browse? Continue to the next step.

NO: Continue to the next step

STEP 4: CONDUCT AN 'ISOLATION TEST'

Conduct an 'isolation test' to identify if the issue is caused by another piece of equipment connected to your phone sockets.

Unplug all devices from every phone socket, including your modem, line filters/splitters, telephones, fax machines, pay TV boxes and EFTPOS terminals.
Connect the modem directly into the wall socket used for nbn™ FTTB/FTTN broadband. No line filter/splitter should be used for modem connections.
Connect a computer to your modem with an Ethernet cable (recommended).

Does this stop the dropouts?

YES: Looks like the dropouts are caused by one of the devices in your home.

You will need to experiment with different devices or combination of devices to identify which it is. Ideally, you should plug in one device at a time and briefly monitor your internet connection for dropouts before plugging in another device. This will help you identify any specific hardware that may be causing the dropouts.

NO: Please go to the next step.

STEP 5: TEST USING DIFFERENT CABLES, MODEM

The problem could be the phone cable between the modem and the wall socket, Ethernet cable connecting your computer to the modem, or a faulty modem.

If possible, please try the following.

Replace the phone cable between the modem and the wall socket. Reboot the modem. Wait for the lights to stabilise.
Use a different Ethernet cable to connect your computer to the modem. Reboot the modem. Wait for the lights to stabilise.
Test a different VDSL2-ready modem. If another modem doesn't give you dropouts, the original modem may be faulty.

If you still experience dropouts, please go to the next step.

STEP 6: STILL NEED HELP?

Thanks for trying to troubleshoot the problem, it looks like we'll need to investigate it further with you. Please contact us on 1300 300 210 so we can help you out.

Troubleshooting nbn™ FTTB/FTTN for Speed Issues

If you are experiencing speed issues on an nbn™ Fibre to the Building or Fibre to the Node (FTTB/FTTN) service try the troubleshooting steps below.

Please note: no matter what nbn™ technology you have, your nbn™ service can never go faster than the maximum line speed available at your premises. Due to a number of factors that affect your speed, your actual internet speed will often be less than the maximum line speed, particularly in peak periods.

Troubleshooting

STEP 1: RESTART YOUR COMPUTER

Please turn you computer off, wait 45 sec and then turn it back on. This will allow it's operating system to refresh, complete any updates and reset its connection to your ADSL modem.

Once it's restarted check if the connection is still slow.

If it's still happening, please go to Step 2.

STEP 2: RESTART YOUR MODEM

Power cycle your modem by turning the modem off for 20 seconds and then turning it back on. Wait about a minute for the modem to establish a stable connection and test again.

If the connection is still slow, please go to Step 3.

STEP 3: CLEAR YOUR BROWSER CACHE

Close all of your internet browser windows, including this one. Then re-open a single browser window and clear its cache.

A browser cache is a group of files, images, objects that are stored locally on your computer to speed up browsing. Sometimes having a large cache can affect the performance of the browser software itself.

Different browsers and browser versions will have specific steps to clear their cache. We recommend using your browser's help menu for assistance with cache clearing.

After you've cleared your cache - close your browser window, reopen it and check the connection speed again.

STEP 4: TURN OFF BACKGROUND SOFTWARE

You may have software running in the background that's taking up your bandwidth.

Common software includes:

Security software (antivirus and firewall)
VPNs (virtual private networks)
P2P software (peer to peer)

Try shutting down any of this software that you have running.

Could you browse normally after turning off background software?

YES: I can browse normally now.
NO: Please go to the next step.

STEP 5: USING A WI-FI CONNECTION?

Skip this step if your modem/router is already directly connected to your computer via an Ethernet cable.

Disable the Wi-Fi and/or remove the Wi-Fi router if it is a separate device.
Connect your modem directly to your computer with an Ethernet cable.
Restart your computer.
Switch your modem off for 45 secs and back on again.
Once your modem lights have become stable, check for the browsing speed.

Could you browse normally after connecting directly to your modem/router via an Ethernet cable?

YES: It's probably your Wi-Fi connection.

Please try the following:

Make sure there is at least 30 cm separation between your modem/router and any other wireless broadcasting or high power equipment in your home. eg. wireless doorbells, signal repeaters or boosters, Bluetooth devices, computers, microwaves, etc.
Make sure your computer/device is within the range of the router/modem, as specified by your manufacturer. Walls, floors and ceilings and other electrical equipment can interfere with or weaken your Wi-Fi signal.

NO: Please go to the next step.

STEP 6: CONDUCT AN 'ISOLATION TEST'

Conduct an 'isolation test' to identify if the issue is caused by another piece of equipment connected to your phone sockets.

Unplug all devices from every phone socket, including your modem, line filters/splitters, telephones, fax machines, pay TV boxes and EFTPOS terminals.
Connect the modem directly into the wall socket used for nbn™ FTTB/FTTN broadband. No line filter/splitter should be used for modem connections.
Connect a computer to your modem with an Ethernet cable (recommended). If you have any other computers cable-connected to your modem, unplug their Ethernet cables.

Is the connection speed back to normal?

YES: Looks like the speed issue is caused by one of the devices in your home.

You will need to experiment with different devices or combination of devices to identify which it is. Ideally, you should plug in one device at a time and check the connection speed before plugging in another device. This will help you identify any specific hardware that may be causing the speed issue.

NO: Please go to the next step.

STEP 7: STILL NEED HELP?

Thanks for trying to troubleshoot the problem, it looks like we'll need to investigate it further with you. Please contact us on 1300 300 210 so we can help you out.