Use this guide when a Fibre to the Node (FTTN) or Fibre to the Building (FTTB) connection drops or becomes unstable. These services use a VDSL modem connected to a telephone wall socket; they do not have a separate customer NBN connection box at the premises. Do not use FTTP/FTTC light checks or change router settings.
1. Check for outages
Check for a relevant outage notice and note any planned work. If one applies, wait for the published update.
Otherwise continue.
2. Observe the DSL indicator during a dropout
Observe the modem's DSL indicator during a dropout. Record whether it stays steady, changes or goes out, using the exact label on your model.
The indicator's colour/flash meaning is model-specific; consult the modem maker's guide rather than assuming a universal status.
3. Check the telephone lead and socket
Check the phone lead and socket. Confirm the lead from the wall socket to the modem's DSL/line socket is seated and undamaged.
Do not disturb building wiring or shared telephone services. If you can safely identify a removable filter/splitter in the modem path, note it; do not remove equipment that supports another service.
4. Compare wired and Wi-Fi devices
Compare a wired device with Wi-Fi. Connect a device to an available router LAN socket with Ethernet.
If only Wi-Fi drops, use Wi-Fi versus wired speed. If DSL remains stable but one device loses access, use Wi-Fi connected but no internet.
5. Restart the modem
Restart the modem using its normal power control and wait for it to complete its ordinary start-up. Do not factory-reset it.
Note whether DSL synchronises again and whether the dropout returns.
6. Record the dropout details
Record dropout times, DSL observations, socket/lead checks, wired/Wi-Fi results and any outage notice. A DSL loss affecting all devices points away from a single Wi-Fi client; it does not by itself identify the fault location.
For current NBN technology information, see nbn's network technology guides.