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  • What do I do if I have a problem with my nbn equipment

    You can follow the video guides below to learn more on how to perform basic troubleshooting functions should you have a problem with your internet or phone connection.

     

    How to troubleshoot your internet and phone services on ADSL & nbn™ (FTTB & FTTN connections)

    How to troubleshoot your internet and phone services on nbn™ FTTP, FW & HFC connections

     

    Try these troubleshooting steps if your broadband equipment loses connection to the nbn network.

    1. Check for outages

    Before you try anything else, check for outages on our Service Status page.

    This page will show whether your service is affected and when you can expect it to be restored.

    If there are no outages…

    2. Check your Gateway and nbn equipment and socket connections

    • Make sure your Gateway and your nbn equipment are both plugged into power points that are switched ON
    • If your Gateway has a power button, make sure it’s switched ON too
    • Make sure your Gateway’s power cable and ethernet cables are inserted correctly
    • Do the same with your nbn equipment power cable and Ethernet, or nbn activated socket connection

    If all your nbn equipment is ON, all the cables are fine and you still can’t connect:

    3. Restart your Gateway

    Netgear v7610 Gateway

    1. Press the on/off button on the back
    2. All the status lights will turn off
    3. Wait 30 seconds
    4. Press the button again
    5. Wait for the Gateway to power up again

    netgear-v7610-gateway

    Netgear DevG2020 Gateway

    1. Press the on/off button on the back
    2. All the status lights will turn off
    3. Wait 30 seconds
    4. Press the button again
    5. Wait for the Gateway to power up again

    netgear-devG2020-gateway

    If you still can’t connect:

    4. Restart your nbn equipment

    There are different restart methods for different types of nbn technology.

    Not sure what type of nbn connection you have? Check your nbn connection here.

    a. To restart an FTTP or Fixed Wireless connection box:

    1. Turn off the power point that your nbn power supply is plugged into
    2. Remove the power cable from your nbn equipment and wait 30 seconds
    3. If you have a battery backup power supply unit:
      1. Open the front cover
      2. Disconnect the RED Positive (+) plug from the battery
      3. Disconnect the BLACK Negative (-) plug from the battery
      4. Wait 30 seconds
      5. Connect the BLACK Negative (-) to the battery
      6. Connect the RED Positive (+) to the battery
      7. Replace the front cover
    4. Reconnect the cable to the nbn equipment and turn the power back on
    5. Wait 1 – 2 minutes
    6. You should see these lights:
      • FTTP connections:
        • Power - green
        • Optical – green
        • Alarm – green
        • UNI-D – amber or green
      • Fixed Wireless:
        • Power - green
        • Status - flashing green
        • ODU – green
        • Signal Strength – red, amber or green

    b. To restart your HFC device:

    Choose one of these two methods:

    Disconnect the power

    1. Disconnect the power cable from your HFC device
    2. Ensure all lights go OFF
    3. Wait 30 seconds
    4. Plug the power cable back into the HFC device and wait 5 minutes for it to fully start up

    OR, press the reset button

    1. Use a pointed, non-metallic object to press in the reset button on the back for 5 seconds
    2. Wait 10 minutes for the device to start up
    3. All the lights should be green

    nbn-hfc-device.png

    c. If you have an FTTN or FTTB connection:

    You can’t restart your nbn connection box yourself. Talk to us now on Telstra Chat.

    What do the lights on my Gateway mean?

    Netgear v7610

    netgear-v7610

    LED or button LED Activity Meaning
    Power LED around Telstra Logo Solid blue Power is on and Gateway is working
    Off No power to Gateway
    Internet LED Solid blue
    • Physical WAN port connected 
    • Username and password authenticated 
    • Public IP address assigned
    Flashing Orange Authentication of username and password in progress
    Off
    • Physical WAN port is not connected
      or 
    • Mobile Broadband not active
    Solid Red
    • Physical WAN port connected
      but 
    • Authentication of username and password unsuccessful
    Flashing Red Operating in mobile fail over mode
    WAN LED Solid Blue WAN port connected successfully to DSL or the nbn network
    Flashing Orange Layer 2 WAN interface connection in progress
    Off Physical WAN port is not connected
    LED on Ethernet port on back Amber  Data is transmitting at 10Mbps
    Green Data is transmitting at 1Gbps
    Phone LED Solid Blue
    • Phone is working on Broadworks platform
    • Authentication successful for all SIP users 
    Flashing Orange Broadworks is connecting 
    Off Registered SIP is disabled
    Wi-Fi On/Off Button Press the Wi-Fi button for at least 3 seconds to turn Wi-Fi on or off
    Solid Blue Wi-Fi service is on and available on 2.4GHz and 5GHz 
    Flashing Orange Data is transmitting
    Off Wi-Fi service is disabled 
    WPS Button Press this button to start WPS connection mode. This mode lasts 2 minutes 
    Solid Blue WPS connection established
    Flashing Orange WPS pairing in progress 
    Solid Red WPS not connected successfully
    Off WPS is disabled or not initiated
    DECT Button This button will work with a future software update 

    Netgear DevG2020

    netgear-devG2020

    LED or button LED Activity Meaning
    Internet LED Solid Red
    • Physical WAN port connected
      but 
    • No public IP address assigned
    Solid Green
    • Physical WAN port connected
    • Public IP address assigned
    Solid or Flashing Amber Mobile broadband active
    Off
    • Physical WAN port not connected
      or 
    • Mobile broadband not active
    LAN LED Solid Green LAN port is connected at 1000 Mbps
    Flashing Green Data is transmitting
    Flashing Amber LAN port is connected and data is transmitting at 10Mbps
    Solid Amber LAN port is connected and data is transmitting at 100 Mbps
    Off No link is detected on these ports
    WAN LED Solid Green WAN port is connected 
    Flashing Green Data is sending and receiving
    Off Physical WAN port not connected
    USB LED Solid Green Data transmitting
    Flashing Green Data transmitting
    Off USB device disconnected
    PSTN LED Solid Green PSTN line detected
    Flashing Green Incoming or outgoing calls in progress
    Off No PSTN line detected
    Wi-Fi LED Solid Green Wireless access point operating
    Flashing Green Data transmitting
    Off Wireless access point disabled
    DECT LED Solid Green DECT active
    Flashing Green Incoming or outgoing calls in progress
    Off DECT disabled
    Voice LED Solid Green nbn Phone service is active and registered with the SIP server
    Flashing Green
    • Voice data transmitting
    • At least one phone off hook / in use
    Off nbn phone service either not registered or disabled
    DSL LED Solid Green ADSL port connected to your ISP
    Flashing Green ADSL port synchronizing with your ISP
    Off
    • Unit off
      or 
    • No IP connection
    Power On/Off LED Solid Red Power-on self-test in progress
    Flashing Red Firmware upgrading
    Solid Green Gateway is operating normally
    Off No power to Gateway 
    USB Port Solid Green Data transmitting
    Flashing Green Data transmitting
    Off USB device disconnected
    Wireless button and LED Turns Wi-Fi on and off
    WPS button and LED Solid Green WPS connection established
    Flashing Green WPS pairing in progress
    Off WPS disabled

    Still can’t connect?

    Talk to us now on Telstra Chat.

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