Use this guide when an FTTC service repeatedly loses internet access. FTTC uses an NBN Connection Device (NCD) between the telephone wall socket and your router; the NCD and router are separate devices. Indicator layouts vary, so use the matching current nbn model guide and record rather than guess what a light means.
1. Check for outages
Check for a relevant outage notice. If one applies, follow the published update.
If none matches, continue.
2. Record the NCD model and indicators
Identify the NCD and record its model and labelled indicators. Note Power, Connection, DSL and LAN states if those labels are present.
Do not treat flashing alone as proof of a fault, and do not infer an exact status from colour.
3. Check accessible leads
Check accessible leads. Confirm the telephone lead between wall socket and NCD and the Ethernet lead between NCD and router are seated and visibly undamaged.
Do not move Ethernet between NCD ports, open the NCD or disturb building wiring.
4. Compare wired and Wi-Fi access
Compare wired and Wi-Fi access. Test a device on Wi-Fi, then by Ethernet to the router if possible.
If only Wi-Fi is affected, see Wi-Fi versus wired speed. If all devices lose access while the NCD's access indicators change, record the timing.
5. Restart using normal power controls
Restart equipment only using normal power controls and applicable nbn/router instructions. Do not factory-reset the router or NCD.
After normal start-up, test again and record whether service returns.
6. Record the dropout details
Record the NCD model, indicator labels/states, cable checks, dropout times and wired/Wi-Fi results. Do not unplug or reset outdoor NBN equipment.
For current equipment information, start with nbn's network technology guides and select information matching your NCD.