Help & FAQs

What do I do if I’m experiencing dropouts?

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Manage your Services in our Self Care Portal

It is important to troubleshoot your nbn® connection prior to us logging a fault to NBN Co as in certain cases it is local internal copper wiring that can be causing the dropout issues which we can escalate to NBN Co to investigate.

To properly troubleshoot you should consider the following scenarios:

Only a single device is dropping out and other devices are not affected.

In this case it is likely that there is an issue with that device. We recommend checking and replacing any network cabling used for this device. If your device is connecting via Wi-Fi then please ensure that your device is within Wi-Fi range and try connecting it directly to your modem using a network cable.

All devices are dropping out at the same time.

In this case it is likely an issue with your nbn® service. We recommend completing the following troubleshooting steps:

  1. Take note of the date, time, and duration that your service is dropping out. We may need this later if a fault needs to be raised to NBN Co.

  2. If you have an FTTN/B or FTTC connection, ensure that your modem is connected in isolation and plugged directly to the primary telephone wall socket in your property. Remove any filters, splitters, and telephone extension cables. Also ensure that any traditional telephones are disconnected from other wall sockets inside your property. You should also replace the telephone cable used to connect your modem to the wall socket if this is not brand new.

  3. Test an alternative modem. There is a chance that the modem could be the issue and even more likely if you havent upgraded your modem in 2-3 years. NBN Co also insist on seeing at least two different MAC addresses from different modems before engaging a field technician to attend your property to check your line. As such it is important to try an alternative modem to see if this resolves your issues.

If after working through all the above steps youre still experiencing dropouts, there could be an issue with the nbn® line running to your property. Please get in touch with our Technical Support team by creating a support case in our Self Care Portal. We will arrange for an nbn® technician to check your line back to the node or point of connection to nbn®.

To create a Support Case:

  1. Login to the Self Care Portal
  2. Hover over the Support tab and select Create New Case
  3. Select Customer Service as the Case Category and Customer Service/Billing Enquiry as the Case Type
  4. Include the details of your dropouts including date, time and duration of your dropouts and mac addresses of the modems you tested in the Description field

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