This article will guide you through the troubleshooting for no internet connection on an NBN™ Fibre to the Building or Fibre to the Node (FTTB/FTTN) service.
Select one of the links below to jump to a query:
- You can’t view websites or receive email on any computer or device connected to your home network.
- The lights on the front of your modem may indicate a problem; please check the user manual to learn the meaning of your modem's status lights. Guides for Westnet modems are available here.
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 our Fibre Team on 1300 455 806 (8AM-8PM AEST, Monday-Friday) as we'll need to get your connection enabled again. All VDSL2-ready modems sold by Westnet have been whitelisted with NBN Co.
|Physical setup and modem settings
||If you haven't already done so, follow the setup guide for your modem to plug it in and configure it for FTTB/N. If you purchased a VDSL2-ready modem elsewhere, please refer to its setup guide or check the manufacturer's website for support information.
||If your modem has no irregular lights, try to view a website using a different computer or device. If only one computer/device can’t view a website, that device may have browsing issues.
|Loose or damaged cables
||Check that all cables are in good condition and plugged in securely.
- Turn your modem off, wait one minute and then turn it back on. Once it has finished rebooting, try to view a website on one of your connected computers or WiFi devices. If you can’t view a website, go to the next step.
- Unplug all devices from every telephony/networking wall socket at your address, including modems, phones, pay TV boxes and EFTPOS terminals.
- Plug your modem directly into the wall socket (no line filter/splitter should be used for modem connections). This is known as “isolating” your modem, because it is now the only thing plugged in.
- Using an Ethernet cable, connect a computer directly to a LAN port on your modem to rule out any WiFi issues, then try to view a website. If you can, it means your modem has a connection and there are no other issues preventing you from getting online, so you can follow the advice below to identify the cause of the issue.
If you can’t view a website, go to the next step.
- If you have more than one wall socket in your home, try plugging your modem into the other sockets to see if it can get online. NBN™ FTTB/FTTN installations typically connect just one wall socket at an address.
Other wall sockets in your home may still be connected for legacy landline phone and DSL broadband services (especially if you had a new line installed for FTTB/FTTN), or there may be no internal wiring connection between that socket and the main FTTB/FTTN socket, so they won't work for your NBN™ FTTB/FTTN broadband.
- If possible, try using a different phone cable to connect your modem to the phone socket. An old or damaged cable may be preventing a successful connection.
- If possible, try using a different Ethernet cable to connect your computer to the modem.
- If possible, test a different VDSL2-ready modem at your property, or test your modem at a different location that has a working FTTB/FTTN connection. If another modem can get online at your house or your modem doesn’t work at both locations, your modem may be faulty.
- If you still can’t get online, please call us on 1300 786 068 for further assistance.
If your modem gets back online while it is isolated
If your modem gets back online while it’s plugged straight into the wall socket, that means that one of the other pieces of equipment you had plugged in (e.g. filter, cable, phone) was interfering with your home network.
Start plugging your other equipment back in, piece by piece.
Wait a minute or two after each device is plugged back in, and then check to see that your modem is still connected to the internet.
If your modem suddenly loses its connection, the cable or device you’ve just plugged in is probably faulty or interfering with your connection.
We recommend replacing a cable or device if it is faulty.
What do I do if I suspect my home has internal wiring issues?
If your modem works when it's plugged into one wall socket but not another, you may have internal wiring issues. If you suspect this is the case, please contact an electrician who is registered with an ACMA-accredited registrar. This means that they are properly licensed to work on communications cables.