Use these checks for an FTTP service that cannot reach the internet. FTTP has an NBN connection box (NTD) and a separate router connected by Ethernet. The active NTD port and model-specific indicator meanings can vary; do not move cables between ports or use a router light as a universal diagnosis.
1. Check for outages
Check for a relevant outage notice. If a notice applies to your area, wait for its update.
If no matching notice is available, continue.
2. Check power and record the NTD indicators
Confirm power and record the NTD model and labelled lights. Note whether Power, Optical/Alarm and the Ethernet port currently connected to the router are on, off or changing.
Do not open the box or touch the fibre. Check the exact model's current nbn guide before interpreting a light.
3. Check the Ethernet connection
Inspect the accessible Ethernet handoff. Check that the cable between the NTD's existing port and the router is seated and undamaged.
If you have a spare known-good Ethernet cable, substitute it without changing ports and retest. If it still fails, return to the original cable if safe.
4. Compare devices and connection types
Compare devices and connection types. Test a second device.
If possible, test one by Ethernet to the router. If wired access works but Wi-Fi does not, use Wi-Fi connected but no internet.
If only one device fails, use that device's network troubleshooting instead.
5. Restart using normal power controls
Restart equipment only using its normal power control and the applicable equipment instructions. Do not press a reset pinhole, factory-reset the router or unplug the fibre.
When equipment has restarted, test again. If service returns, stop and note the time; if not, continue.
6. Record your results
Record the outage check, NTD model and light observations, cable/device comparison, restart time and any error. Do not share passwords or account credentials.
For current equipment information, start with nbn's network technology guides and select information matching your NTD.