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FTTC (Fibre to the curb) Troubleshooting

1. If you have an nbn™ box (called the NCD) , make sure it is connected to the power and connected to the phone line – usually the nbn™ connect to the first wall socket in the house, but check them all if you have more than one.

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2. Make sure the power light is on and blue and the DSL light is solid blue

  • If the DSL light does not go on, please contact our call centre stating that your FTTC connection is not working and the DSL light does not go on.

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3. Please check your modem is connected properly from the WAN port to the UNI-D port of the nbn™ box whilst the power is on, as a result the LAN light on the nbn™ box be on

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4. Check that internet lightmceclip6.pngbelow is on:

  • If it is on, your internet should be working
  • If it is not, please follow the steps below

5. Connect to the wifi of the modem (ideally the 5GHZ wifi for faster connection) or connect an ethernet cable from any of the LAN (or yellow) ports of the modem to the Ethernet port of a computer

6. Open a browser and enter the admin portal (this is usually found on the back of the modem, for example for a Kogan Modem, type 192.168.1.1 or tplinkmodem.net on the address bar of the browser and press enter)

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7. Usually, the modem will ask you to enter a password that you would have setup when activating. Either type your password or create a password

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8. Most modems will have a network tab (usually found under Advanced Settings). Click on the network tab on the left-hand side of your screen and select “ETH Internet” or "WAN" settings

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9. If there is an option to “Delete All”, delete the settings

10. Once settings is deleted, click on “Add” a new connection

11. Ensure VLAN ID is NOT ENABLED

 

If you activated before 25th of July 2023

12. Ensure Internet Connection Type is: “Dynamic IP “ (for other routers it may be called IPoE)

13. Click Save

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If you activated after 25th of July 2023

14. Ensure Internet Connection Type is: “PPPoE“ and create your own username and password

15. Click Save

16. Check the modem

  • Check that internet lightmceclip1.pngis on:
    • If it is on, your internet should be working
    • If it is not, please contact our call centre stating your FTTC connection is not working

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