Use this guide when you do not know whether a no-internet problem is in one device, Wi-Fi, your router or the NBN access connection. First identify your NBN technology, if known. FTTN and FTTB need a VDSL modem; FTTP, FTTC, HFC and Fixed Wireless have different NBN equipment and must not be diagnosed using one another's light meanings.
1. Check for outages or planned work
Check for a relevant outage notice or planned work. If one matches your area/service, follow the published update and avoid changing settings.
If not, continue.
2. Check power and accessible leads
Check the power and accessible leads. Confirm the NBN equipment and router are powered and that visible power/Ethernet leads are seated.
Do not disturb fibre, locked coax, outdoor equipment or protected wiring.
3. Test another device
Compare devices. Try a second device on the same connection.
If only one fails, follow Wi-Fi connected but no internet. If several fail, continue.
4. Compare Wi-Fi with Ethernet
Compare Wi-Fi with Ethernet, if available. Connect one device to the router by Ethernet without moving the NBN handoff cable.
If wired works but Wi-Fi fails, troubleshoot Wi-Fi; if both fail, continue with the technology-specific guide below.
5. Choose your NBN connection guide
Choose the matching guide: FTTN/FTTB, FTTC, FTTP, HFC or Fixed Wireless. If you are unsure of the technology, do not infer it from a light colour or router label; note the equipment model.
Use the AI Chat (Ringo) for assistance.
6. Record your results
Record the technology, outage result, which devices fail, wired/Wi-Fi results, equipment model and labelled NBN indicator behaviour. An indicator's meaning is model-specific; start with nbn's network technology guides and select information matching your equipment.
If the equipment has no power or a cable is damaged, stop and record that rather than opening equipment.
If service returns, stop. If all devices still fail after the relevant physical checks, these observations are more useful than repeatedly restarting or resetting equipment.