Use this guide if an NBN Fixed Wireless connection drops or becomes unstable. Fixed Wireless uses an outdoor antenna installed by an approved technician and indoor NBN equipment. The indicator meanings depend on the equipment model. Do not climb, realign the antenna, disconnect protected cabling or change router settings.
1. Check for outages
Check for a relevant outage notice and record any planned work. If one applies, follow the published update; otherwise continue.
2. Record the indoor unit indicators
Observe the indoor NBN unit. Record its model and the labels/states of Power, Status, Signal or ODU indicators if present.
Use the current nbn guide for that exact model to interpret them; a flashing light alone does not establish a fault.
3. Check accessible indoor leads
Check only accessible indoor leads. Make sure power and the Ethernet lead from the NBN unit to your router are seated and visibly undamaged.
Do not touch the outdoor antenna or remove any cable that enters protected or roof spaces.
4. Compare wired and Wi-Fi devices
Compare wired and Wi-Fi devices. If Ethernet to the router works but Wi-Fi does not, see Wi-Fi versus wired speed.
If several devices lose access at the same time, note whether the indoor NBN indicators also change.
5. Note weather and visible obstructions
Observe conditions from a safe place. Note whether dropouts correlate with heavy weather or an obvious new obstruction visible from the ground.
Do not approach, climb to or adjust the antenna.
6. Restart using normal indoor power controls
Restart only using normal indoor power controls and the equipment instructions. Do not reset the router or outdoor unit.
Note whether service returns and whether the same pattern repeats.
7. Record the dropout details
Record the indoor unit model, indicator labels/states, time and duration of each dropout, weather, and wired/Wi-Fi results. These observations distinguish a device Wi-Fi issue from a possible access interruption without claiming a particular cause.
See nbn's Fixed Wireless information for connection topology.