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Troubleshooting an FTTN/FTTB nbn internet connection

This page contains useful troubleshooting tips if you are having issues connecting to the internet with an nbn™ FTTN/B service.

If you’re unsure of your technology type, you can check .

Try our online troubleshooting tool:

  1. Log in to your Belong account using your email address and password

  2. Select Manage internet

  3. Scroll down to Manage your service

  4. Select Troubleshoot your nbn and follow the prompts.

Check for an outage in your area

To find out if planned maintenance or an outage is affecting your nbn™ service, use the nbn network outages checker.

Check your connection

Make sure your connection has been set up properly by following the steps in our article How do I set up my modem for the nbn? which also includes a helpful, step-by-step video tutorial.

Run an isolation test

Issues with your internet connection are often caused by devices or equipment connected to your phone line and could be the result of faulty filter/splitters, broken ethernet cables, landline telephones, fax machines or even digital set-top boxes causing inference.

If you’re experiencing slower than usual speeds, internet dropouts or static noises on your phone line, conducting this can help isolate any equipment in your home that might be interfering with your network connection.

Restart or reset your Modem

Power off your modem for 15 minutes to allow connection to re-establish with the network. Turn off the computer/device that you are connecting with then turn it back on again and reboot the modem.

You may need to reset your modem to its factory settings. By using a pen, toothpick or something similar with a small pointed-end, press the reset pinhole button at the back of the modem (usually labelled RESET) and hold until the lights on the modem turn off, then release. Allow for the modem to re-establish a connection with the network (this can take a few minutes).

IMPORTANT TO KNOW: A factory reset of the modem will bring it to a default state, and any previous settings will be reset, including any custom wi-fi settings.

A wi-fi issue

Try connecting directly to the modem using an Ethernet cable. If this works, it may indicate a wi-fi issue, check out wi-fi speed and connection issues

Try another browser

Close your internet browser entirely and open a new one as sometimes the program you are using to access the internet has encountered an error.

If you’re using wi-fi, try disconnecting from the network and then reconnecting. This should re-establish your connection to the modem.

If these steps don’t help, call us on .

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