Use this guide when an HFC connection cannot reach the internet. The HFC NBN connection box and router are separate equipment connected by Ethernet. Their labels and indicator meanings vary by model; do not use a router light colour or a coaxial cable LED as a universal diagnosis.
1. Check for outages
Check for a relevant outage notice. If one matches your area/service, follow the published update.
If no notice applies, continue.
2. Record the HFC connection box indicators
Identify the NBN box and note its model and labelled indicators. Record Power, upstream/downstream, Online and port states if present.
Refer to the current nbn guide for that model before interpreting them. Do not decide that flashing alone means a fault.
3. Check power and the Ethernet connection
Check the accessible power and Ethernet handoff. Confirm the NBN box is powered and its existing Ethernet lead to the router is seated and undamaged.
Do not disconnect, tighten or unlock the coaxial lead.
4. Try a known-good Ethernet cable
Try a known-good Ethernet cable between the NBN box and the same router port, changing only the cable. Retest.
If it still fails, restore the original cable if safe and note the result. Do not move the NBN-side connection to another port.
5. Compare devices and connection types
Compare a second device and Wi-Fi with Ethernet to the router. If only one device fails, see Wi-Fi connected but no internet for client steps.
If Ethernet works but Wi-Fi fails, use Wi-Fi versus wired speed. If all devices fail, continue.
6. Check whether the browser is affected
If internet works in another browser but not your usual one, restart the affected browser and retry. If the issue remains, record the browser name/version and exact error; do not clear all saved passwords or browser data.
7. Restart using normal power controls
Restart using normal power controls and equipment instructions only. Do not press a reset pinhole or factory-reset the router.
Wait for normal start-up and test once more.
8. Record your results
Record the outage result, NBN box model/indicators, cable substitution, device comparison and time. If the issue remains, these facts are more useful than guessing from an Ethernet LED colour.
For current equipment information, start with nbn's network technology guides and select information matching your connection box.