Troubleshooting: No internet connection
Last Updated: Monday 5 June 2023
Having no internet connection is the pits. This guide will help provide some basic troubleshooting steps to help resolve the issue.
What to do if your new connection is not working?
New connections that aren’t working are usually either due to a cable configuration issue or a router configuration issue. It all depends on the type of connection you have. Check the chart below if you’re unsure.
| Connection Type | Definition | How to connect your router |
|---|---|---|
| Fibre to the Premises (FTTP) | Fibre runs all the way to the premises. | Your router connects to an nbn® device installed inside the premises. |
| Fixed Wireless | An outdoor antenna is fitted to the roof and connected to an indoor nbn® device | Your router connects to an nbn® device installed within the premises. |
| Fibre to the Node (FTTN) | Fibre runs to the node; copper lines are used to the premises. | Your router connects to the primary phone point with no filter. |
| Fibre to the Curb (FTTC) | Fibre runs to the curb; copper lines are used to the premises. | Your router connects to an nbn® device that’s connected to your primary phone point with no filter. |
| Hybrid-Fibre Coaxial (HFC) | Fibre runs to a node, then coaxial runs to the premises. | Your router connects to an nbn® device installed inside the premises. |
Now, select your connection below for troubleshooting steps:
FTTP/Fixed Wireless no internet connection
These connections have multiple Uni-D ports located on the nbn® installed device in your home. You can find the Uni-D ports usually on the bottom of the nbn® installed device.
If you’re brand new to the nbn, your service is likely on Uni-D port 1. Simply plug the big blue or yellow ethernet cable into port 1 and then the other end goes into the WAN or Internet port on your router.
If you’re an existing nbn® customer who has just switched to Aussie, then it’s likely that your service can be found on another Uni-D port. Try testing Uni-D port 2 by removing the ethernet cable from port 1 and plugging it into port 2. It shouldn’t take more than 5 minutes to establish a connection.
If this step does not fix the problem, then it may be a router configuration issue. We have a very helpful router guide: BYO router guide
Basic router configuration is as follows:
Protocol: IPoE (DHCP / Automatic IP / Dynamic IP)
VLAN: None/blank
Login: No login required
IP Address: Obtain IP address automatically
Restart both the nbn® box and the router. If issues persist, check below for more information.
Other important observations:
For no internet connections that persist through troubleshooting, check the lights on your nbn® installed device. FTTP a red Optical or Fixed Wireless and a red ODU will indicate there’s a problem or an outage affecting your internet connection. Please check our support page for a list of outages or call us.
If these steps do not resolve the no connection, and the WAN/Internet light is off on your router, then please call our Customer Service Team on 1300 880 905.
FTTN/FTTB no internet connection
Ensure the router is plugged directly into the primary phone point with a good solid cable with no filters or splitters on the line. Check the DSL light. A solid DSL light means the internet should be working. If the no connection persists, try using another ethernet cable for wired connections or check to see if WiFi is enabled. The WiFi should blink frequently with activity.
A flashing DSL light means there is no sync on the line. This may mean that the router requires further configuration. Check out our BYO router guide for more information.
Basic router configuration is as follows:
Protocol: IPoE (DHCP / Automatic IP / Dynamic IP)
VLAN: None/blank
Login: No login required
IP Address: Obtain IP address automatically
If the DSL light is off, or attempts to set up the router have failed, then please call our Customer Service Team on 1300 880 905 to further troubleshoot your connection issues. Sometimes, there are line faults that do need to be raised to the nbn. We can do this for you, just give us a call.
FTTC no internet connection
The router should plug directly into the nbn® connection device at the premises. The nbn® device should then be connected to the primary phone socket in the premises. Once that is done, you should see the RPF Link blink blue every second. This is the start up phase and should last about 5 minutes. Then, it will progress to the initializing phase where theLAN will blink 1-2x a second while a synchronisation process takes place. This can take up to 20 minutes. If at any time the LAN or the DSL lights drop, then there could be a problem with the connection.
If the nbn® device looks connected, but there’s still no internet connection, it’s advised to check out our BYO router guide or call our Customer Service Team on 1300 880 905.
Basic router configuration is as follows:
Protocol: IPoE (DHCP / Automatic IP / Dynamic IP)
VLAN: None/blank
Login: No login required
IP Address: Obtain IP address automatically
HFC no internet connection
With the HFC connection, you have a nbn® device with one ethernet port. To set up your router, you need to plug a good ethernet cable into the port and the other end will fit into the WAN or Internet port on your router. Then, you’ll want to ensure that your router is configured properly. Please check out our BYO router guide
Basic router configuration is as follows:
Protocol: IPoE (DHCP / Automatic IP / Dynamic IP)
VLAN: None/blank
Login: No login required
IP Address: Obtain IP address automatically
For no internet connections that persist through troubleshooting, check the lights on your nbn® installed device. No downstream or upstream lights on the device will indicate there’s a problem or an outage affecting your internet connection. Please check our support page for a list of outages or call us on 1300 880 905.
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