Quick tips
Here are a few quick things you can do if your modem isn’t working with your Belong internet service:
Check out our list of 'Highly likely compatible modems' on this page to see if your modem is compatible with your Belong service.
Make sure your modem is using the right configuration to get online. It needs to be using IP over ethernet (IPoE). Check with your modem’s manufacturer to find out how to change that setting.
Check your cables and connections to make sure everything’s plugged in correctly. If you need help with that, we’ve linked to the set-up guides for each nbn tech type under the heading ‘Check your connections’.
Restart your equipment. Turn off your modem and, if you have one, your nbn connection device. Wait 10 minutes and then turn them back on. Restarting helps them connected properly.
Check your modem lights. They’ll help you identify what’s working and what’s not. Your modem manufacturer should be able to provide you with the info you need.
Highly likely compatible modems
If you’re using a modem from another provider or third-party, it might already be compatible with your Belong service. The modem needs to support the same connection configuration as Belong (IPoE) .
Modems from other providers
These providers also use an IPoE connection configuration. If you’re using one of their modems, it’s a safe bet it’ll work with our internet service.
Telstra (If you’re using one, check out our setup tips for Telstra modem).
Aussie Broadband.
Optus.
Superloop.
Future Broadband.
Launtel.
If you’re using a modem from a different provider, check your modem settings to see what network configuration it’s using. (Your old provider should have instructions on logging into your modem to check its settings). It’s also worth checking if your old provider has locked their modem to only work with their services.
Not getting the speeds you expected?
If you’ve decided to use your own modem, we won’t know its specifications or what it can do. That means we won’t be able to confirm if your modem can support the full speed of your selected plan. You can check if your modem is compatible with your chosen plan by:
Checking the technical specifications of your modem.
Checking the manufacturer’s website or your modem’s user manual.
Getting in touch with us for info about the minimum requirements for modem compatibility.
If you’re on a high-speed plan but you’re not getting your expected speeds, check out our article about modems and high-speed plans.
Configuration settings for your modem types
Our nbn connections use an IP over ethernet (IPoE) configuration. Some third-party modems are set up to use a different config by default: it’s called point-to-point protocol over ethernet (PPPoE).
Your modem might be using PPPoE. If it is, check your modem's manual (or its manufacturer’s website) on how to change that setting. Your modem may have a website listed on the back or bottom as well, along with a product name to help you limit your search.
Most modems let you access their console panel via a web browser. For example, when you’re connected to a Belong modem, you can enter http://mygateway/ into your browser address bar to log into its control panel. Your modem will likely have its own version of that process so you change its configuration settings.
Check your cables and connections
There are different types of nbn connections and they have slightly different requirements when you’re setting up a modem. Head to nbn co’s website to find out which tech type you're using .
If your connection uses FTTP, FTTC or HFC, your modem will need a WAN Port to connect to the nbn connection box (via Cat5e or higher ethernet cable). If your connection use FTTN or FTTB, your modem will need a DSL Port to connect to your telephone socket (using a standard RJ11 phone cable).
For more information on how to set up everything correctly, we’ve created the following guides to help you:
Still can’t get your modem to work?
If you can’t get your own modem to work with your Belong internet service, it might be worth having a look at our Belong modem. You can read details and specs about what you get with a Belong modem.
If you need to buy a Belong modem, you can call us on between 8am and 8pm (AEST), 7 days a week.