Use this guide for an FTTN or FTTB service with no internet. These technologies use a VDSL modem connected to a telephone wall socket; there is no separate NBN box inside the home. Do not use NTD/NCD light instructions or change router provisioning settings.
1. Check for outages or planned work
Check for a relevant outage notice or planned work. If one matches, follow the published update.
If not, continue.
2. Check modem power and the telephone lead
Check power and the telephone lead. Confirm the VDSL modem is powered and the lead from the wall socket is seated in the modem's DSL/line socket.
Check for visible damage. Do not disturb building or shared wiring.
3. Observe the DSL indicator
Observe the modem's DSL indicator. Record its exact label and whether it is steady, flashing, off or changing.
Indicator meanings vary by modem; check the manufacturer's current guide. If DSL loses sync when all devices lose internet, record that timing.
4. Compare devices and connection types
Compare Wi-Fi with Ethernet and another device. Connect a device to an available router LAN socket, not the modem's DSL socket.
If wired access works but Wi-Fi does not, or only one device fails, use Wi-Fi connected but no internet for client steps.
5. Restart the modem
Restart the modem using its normal power control and let its standard start-up finish. Do not factory-reset it.
Test again and note whether DSL sync and internet access return.
6. Check previously changed IP and DNS settings
If DSL remains stable but one device has no access, use its current network settings to check whether IP/DNS values were manually changed. Do not enter guessed addresses.
Ask the administrator before changing a managed device; see Wi-Fi connected but no internet for client-specific checks.
7. Record your results
Record the outage check, modem model, DSL state, cable checks, wired/Wi-Fi and device results, and restart time. These observations distinguish a line-synchronisation problem from a local device or Wi-Fi issue without identifying a cause prematurely.
For current NBN technology information, see nbn's network technology guides.