When your internet goes down, this checklist helps you quickly figure out if an NBN outage is the cause and how to fix it. Here’s what to do:
- Check Connections: Ensure power and cables are secure and undamaged.
- Review Device Lights: Look for errors on your NBN box and router indicator lights.
- Restart Equipment: Power off and restart your NBN box and router in order.
- Check for Outages: Visit the NBN Co website or your ISP’s notifications for updates.
- Contact Your ISP: If issues persist, report the problem with detailed information.
Key Tip: Take notes on error lights and troubleshooting steps to save time when contacting your ISP. Follow these steps to resolve most NBN issues quickly.
What do to if your NBN isn’t working
Step 1: Check Your Physical Connections
The first thing to do when troubleshooting connection issues is to ensure all equipment is properly connected and powered. This step often resolves many common problems.
Confirm Devices Are Powered On
- Make sure the NBN connection box and router are plugged into working power outlets.
- Check that the power indicator lights on both devices are lit, and any power boards in use are switched on.
Quick tip: Give your devices 2–3 minutes to fully power up before moving to the next step [1].
Inspect All Cable Connections
Take a moment to verify that all cables are securely connected and free of damage.
Ethernet Connections
- Double-check the cable between the NBN box and router is firmly attached.
- Ensure it’s plugged into the correct ports, such as WAN or Internet.
- Look for any visible signs of wear or damage on the cables [2][3].
| Device | What to Check | Possible Issues |
|---|---|---|
| NBN Box | Power cord connection | Faulty power outlet |
| Router | Power adapter connection | Damaged cord |
| NBN Box to Router | Ethernet cable connection | Loose or damaged Ethernet cable |
If everything looks good but the problem continues, move on to checking the indicator lights on your devices for further troubleshooting [1][3].
Step 2: Look at the Indicator Lights
Once you’ve checked all physical connections, the indicator lights on your NBN equipment can help pinpoint connection problems. Here’s how to interpret them.
Check the Lights on the NBN Connection Box
The NBN connection box has three main indicator lights:
| Light | Normal | Problem |
|---|---|---|
| Power | Green | Off/Red |
| Outdoor Unit | Green | Red |
| Status | Blinking Green | Red/Blue |
If the Status light alternates between red and blue, it often signals a line fault, such as an off-hook telephone [2]. Any red lights typically indicate connection issues that may need professional assistance.
Check the Lights on the Router
Your router’s lights can also provide clues about connectivity. Key lights to monitor include:
| Light | Normal | Problem |
|---|---|---|
| Power | Solid On | Off/Flicker |
| Internet/WAN | Blue | Red/None |
| DSL | Blue | Off |
| Wi-Fi | Steady | Off/Erratic |
Quick Tip: If the DSL light is blinking blue, it means the router is syncing. Allow a few minutes for this process to complete [2].
If the lights are not behaving as expected, double-check your cable connections and power supply as outlined in Step 1. Then, give the equipment 2-3 minutes to stabilize [4].
Pro Tip: Take a photo of your device’s lights when everything is working properly. This can help you compare and identify issues in the future [3].
If the lights still show problems, try restarting your devices – it often resolves minor glitches.
Step 3: Restart Your Devices
If your indicator lights still show problems after checking the connections, the next step is to restart your devices.
Restart the NBN Connection Box
Switch off the NBN connection box at the power point. Wait 2-3 minutes to let any remaining power drain, then turn it back on. Once restarted, give the indicator lights time to stabilize (they should be steady or blinking green) [3].
Restart the Router
Once the NBN connection box is stable, turn off your router at the power point. Again, wait 2-3 minutes before turning it back on [4].
After restarting both devices, wait 5 minutes before testing your connection [1]. This allows the devices to re-establish their network settings.
"Restarting these devices can help resolve minor issues such as connectivity problems, slow speeds, and intermittent dropouts by forcing the devices to forget their current settings and re-establish a connection" [1].
If restarting doesn’t fix the problem, the next step is to check for any reported NBN outages in your area [3].
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Step 4: Check for NBN Outages
After restarting your devices, the next step is to see if an NBN outage is causing the problem in your area.
Visit the NBN Co Website
Head to the NBN Co website and take a look at their outage map. It provides details about network issues, estimated restoration times, and affected areas. If the website doesn’t show any problems, your ISP might have more specific information about disruptions on their network [1].
"Checking for outages ensures you’re informed and can plan around disruptions" [3].
Check Your ISP’s Notifications
Your ISP may provide updates through their website, app, or notifications via email, SMS, or social media. These updates often include details about service interruptions that might not appear on the NBN Co website.
While the NBN Co website focuses on broader network issues, your ISP will share more localized information.
| Information Source | Details Provided |
|---|---|
| NBN Co Website | Network-wide outages, maintenance updates, technical issues |
| ISP Channels | Local disruptions, estimated repair times, troubleshooting help |
If there are no reported outages but your connection still isn’t working, move on to Step 5 and contact your ISP for further help [1][3].
Step 5: Contact Your Internet Provider
If you’ve ruled out outages and your connection issues persist, it’s time to get in touch with your internet provider for help.
Gather Important Information
Before reaching out, have these details ready to make the process smoother:
| Required Information | Details to Include |
|---|---|
| Account Details | Account number, service address, contact info |
| Technical Status | NBN connection box light patterns, router status |
| Issue Description | When the issue began, any recent changes |
| Troubleshooting Steps | Actions you’ve already taken (e.g., cable checks, settings adjustments) |
Pick the Right Contact Method
Choose how to contact your provider based on the urgency of your situation:
| Contact Method | Best For |
|---|---|
| Phone Support | Urgent issues |
| Online Chat | Quick troubleshooting |
| Non-urgent problems |
"Clearly communicate the impact of the outage on your work or daily activities, and ask for a support ticket or fault number to track the progress of your issue" [1].
Steps to Take During the Call
- Request a support ticket number to track your case.
- Write down the representative’s name for reference.
- Ask about resolution timelines to set expectations.
- Take notes on any troubleshooting steps they suggest.
If you don’t hear back within 24-48 hours, consider escalating the matter through your provider’s official complaint process. For more insights on resolving NBN issues, check out the Oz Broadband Review Blog.
Conclusion and Additional Resources
If you’ve tried all the troubleshooting steps and still face issues, reaching out to your ISP is the next move. But before that, here’s a quick recap of tools and tips to make the process smoother.
Use the NBN Co website to check for outages, your ISP’s portal for service updates, and technical guides for advanced troubleshooting. Following a step-by-step approach can often fix problems without needing external support. Make sure to document the steps you’ve taken – this will save time when speaking with your ISP.
Key Resources
- Guides tailored to different NBN technology types
- Tips for improving connection speed
- Methods to boost connection reliability
- Updates on new developments related to the NBN
"Regular monitoring of the NBN outage map and equipment status can help identify and resolve issues quickly, minimizing potential downtime for your connection" [3].
Pro Tip: Take screenshots of error messages and jot down details like indicator light patterns. These can be helpful when explaining the problem to your ISP.
For more detailed advice, check out the Oz Broadband Review Blog. They offer in-depth guides for various NBN technologies, including Fixed Wireless and FTTC connections [1][2].
Combining these resources with the checklist can help you effectively troubleshoot and resolve NBN-related issues.
FAQs
Here are answers to some common questions about NBN outages.
How can I check if the NBN is down?
Visit the NBN Co website and use their outage map for real-time updates. Enter your full address to see if there are current disruptions or scheduled maintenance in your area. If the issue continues, check the map regularly for updates [3].
What should I do if the NBN isn’t working?
- Visit the NBN Co outage map to see if there are reported issues in your area.
- If no outages are listed, check your equipment to ensure all connections are secure and the power supply is functioning.
- Restart your devices as outlined in Step 3 [1].
If the problem persists, follow the troubleshooting steps mentioned earlier or contact your internet service provider (ISP).
How can I tell if the NBN connection is down?
Check the indicator lights on your equipment (see Step 2 for details):
- Normal lights (e.g., steady blue): The connection is functioning as expected.
- Error lights (e.g., red or no lights): There may be a connection issue [1].
If the problem continues, contact your ISP and provide the following details:
- Your full address
- The type of NBN technology used at your location
- Any error messages displayed
- Troubleshooting steps you’ve already tried [1]
For more help, refer to the earlier checklist or additional resources provided.
