How do I know if I have a fault or outage? (nbn FTTP)

💡 Tip: Before troubleshooting further, try running a quick service test in the myMATE app or self-care portal.

✅ Step 1: Restart your modem or router

Your modem or router is plugged into your nbn Network Termination Device (NTD).

• Turn the power outlet off at the wall
• Remove the power cable from the back of the modem or router
• Wait at least 30 seconds
• Plug the power cable back in
• Turn the power outlet back on
• Allow up to 3 minutes for the modem to reconnect

✅ Step 2: Restart your nbn NTD

The Network Termination Device (NTD) is the nbn connection box that links your premises to the fibre network.

• Turn the power outlet off at the wall
• Remove the power cable from the back of the NTD
• Wait at least 30 seconds
• Plug the power cable back in
• Turn the power outlet back on
• Allow up to 3 minutes for the device to reconnect

✅ Step 3: Check for outages

You can check for outages affecting your service using:

• Your myMATE app
• The self-care portal
• The nbn Network Status page

✅ Step 4: Check the lights on your NTD

The OPTICAL light on your nbn NTD shows the connection between your premises and the fibre network.

• Solid or flashing green – the fibre connection to the network is active
• Off or red – there may be a fault on the fibre connection

If the OPTICAL light is off or red, please contact our support team so we can investigate and log a fault if needed.

💬 Need help? If you’ve worked through these steps and your internet still isn’t working, contact our support team and we’ll help with the next steps.