Use this guide when an HFC service repeatedly loses internet or becomes unstable. HFC has an NBN connection box and a separate router connected by Ethernet. HFC equipment models and light meanings vary. Do not disconnect or loosen coaxial cable as a routine test, and do not treat a flashing light or Ethernet LED colour as a universal fault code.
1. Check for outages
Check for a relevant outage notice. If a notice matches your area/service, follow its update.
If not, continue.
2. Record the HFC connection box indicators
Record the NBN box model and labelled indicators. Note Power, upstream/downstream, Online and Ethernet/port labels if present, including whether each is steady, flashing or off.
Check the exact model's current nbn guide before interpreting the pattern. Some activity can occur during normal start-up or updates.
3. Check accessible power and Ethernet leads
Check accessible power and Ethernet leads only. Confirm the power lead and the Ethernet lead between the NBN box and router are seated and undamaged.
Leave the coaxial cable connected; do not unlock or remove it.
4. Compare devices and connection types
Compare access types and devices. Test another device and, if possible, one connected by Ethernet to the router.
If wired works but Wi-Fi fails, see Wi-Fi versus wired speed. If all devices fail together, record the NBN box indicators at that time.
5. Restart using normal power controls
Restart only using normal power controls and the applicable nbn/router instructions. Do not press a reset pinhole or factory-reset equipment.
Allow the device to complete its normal start-up; if it is still changing state, record that rather than repeatedly power-cycling it.
6. Record the dropout details
Record the model, indicator labels/states, dropout times, cable checks and wired/Wi-Fi results. Do not infer a cable fault from LED colour or an outage solely from one flashing indicator.
For current equipment information, start with nbn's network technology guides and select information matching your connection box.