Use this guide when an FTTP service repeatedly loses internet access or slows unexpectedly. An FTTP network termination device (NTD) is the NBN connection box; your router is a separate device. Light layouts and meanings differ between NTD models, so record what you see and confirm it against the matching current nbn equipment guide rather than treating every flashing light as a fault.
1. Check for outages
Check for a relevant outage notice for your area. If one matches, wait for the published update.
If not, continue.
2. Record the FTTP connection box indicators
Note when the connection drops and the NTD's labelled indicators. Record the model and whether Power, Optical/Alarm and the Ethernet port in use are on, off or changing.
Do not open the NTD cover or touch a fibre connector. Use nbn's guide for that exact model to interpret the indicators; normal optical activity can occur.
3. Check accessible power and Ethernet leads
Check only accessible power and Ethernet leads. Make sure power and the Ethernet lead between the NTD and router are seated and visibly undamaged.
Do not unplug, bend or clean fibre, and do not move the service cable between NTD ports.
4. Compare wired and Wi-Fi devices
Compare wired and Wi-Fi devices. If Ethernet works while Wi-Fi drops, use Wi-Fi versus wired speed.
If one device drops but other devices stay online, use Wi-Fi connected but no internet for client steps. If all devices lose service together, record the NTD and router observations.
5. Restart using normal power controls
Restart only using the equipment's normal power control and applicable nbn/router instructions. Do not factory-reset either device.
After it has restarted, observe whether service returns and whether another dropout occurs.
6. Record the dropout details
Record the NTD model, indicator labels/states, dropout times and whether wired and Wi-Fi devices were affected. This evidence helps distinguish an NTD/access interruption from a home Wi-Fi issue.
For current equipment information, start with nbn's network technology guides and select information matching your NTD.