Troubleshooting NBN HFC for Dropouts

  1. Turn off the electrical outlets for both the NBN Connection Box and your modem and leave them off for at least 10 seconds.
  2. Turn both outlets back on and wait for the modem lights to settle. Continue monitoring for dropouts.
  3. When your connection drops out, check other devices connected to your modem via WiFi or Ethernet cable to see if they've dropped out, too.
  4. If devices connected via Ethernet cable stay online when devices connected via WiFi drop out, switch to troubleshooting WiFi Dropouts.
  5. Ensure your modem is connected correctly, with cables in good condition and plugged in securely.
    NBN HFC Plugin Diagram
  6. To investigate your issue, we'll also need the Serial Number and CMAC Number of your NBN™ Connection Box. These details can be found on the unit's barcode sticker:
    Barcode sticker example
  7. If you still experience drop outs, please call us on 1300 786 068 for further assistance.

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