How to Fix NBN Modem Issues

The last thing you want after a tough day at the office is to collapse on the couch and discover the NBN isn’t working. 

Don’t throw a hissy fit or call a technician just yet. You might be able to rectify the issue with the help of this handy NBN modem troubleshooting guide. 

Common NBN Issues Explained

From blackouts to service outages and loosely-fitted cabling, many things can cause NBN issues.

What Does It Mean When the Light Is On but There’s No Internet?

If the lights are on but nobody is home (there’s no NBN connection), you can rule out issues with your power supply, both at the source (the power grid/your home) and with the NBN modem. 

Thus, you can deduce the issue lies with a bad cable connection, your internet service provider, the modem/router, your WiFi router location, a poorly configured network, outdated equipment, or the NBN itself. 

Common Causes of NBN Connection Problems

Here are the most common culprits for an NBN modem not working even though the lights are on: 

• NBN service outages: Although rare, the NBN does go down.
• ISP service outages: Even if the NBN is issue-free, your ISP could have a service outage. 
• Network congestion: When too many users attempt to use the service at the same time, download speeds slow to a crawl. 
• Poor cable connections: Loose cables and dirty contacts can easily cause a connection failure. 
• Weak WiFi signal: If your router is located far away or hidden behind signal-blocking obstacles, you won’t get a connection. 
• ISP configuration issues: Your ISP might need to tweak some settings to get your connection working again. 
• A fault with your router or NBN box: You could have a hardware problem or just need to power cycle the problematic device. 
• Outdated equipment: An old modem or router can cause compatibility issues, but that’s unlikely if your internet worked recently. 

Troubleshooting for NBN Modem Issues

Here are the steps to follow if the lights suggest your NBN is connected, but there’s no internet.

Step 1: Power Cycle Your NBN Modem & Router

Have you tried turning it off and on again? This classic IT Crowd gag is as relevant as ever for a malfunctioning router or modem. 

• Reset the router: Unplug the power cable, wait for 30 seconds, then plug it back in again and wait a minute for the device to fully boot up. 
• Reset the NBN modem: Hold the “reset” button on the side for two seconds, wait for the lights to flash, and then wait up to 20 minutes for the connection to re-establish (usually under two minutes).  

A power cycle process resets the temporary memory and lets the modem reconfigure network settings in a fresh new state. This quick-and-easy fix resolves many common problems, so it’s a logical first step. 

Step 2: Check for poorly connected cables

Another simple NBN troubleshooting step is to examine your modem and router for poor cable connections. If any cable appears loose (look for visible slack at the entry port), unplug it and plug it back in again. A gentle tug test should confirm the cable is secure. 

Replace any cables with visible kinks, pinches, or bends, as these can break the connection. 

Dirt and dust can smother contact points and nullify a connection. If any look suspect, give them a quick wipe with a dry microfibre towel. 

Step 3: Check the cables are plugged in

A cable plugged into the wrong port will cause problems. 

Ensure you have plugged one end of the Ethernet cable from your WiFi gateway into the yellow ‘C’ port on the NBN connection box. The other end should be plugged into the correct gateway port (‘WAN,’ ‘internet’ or ‘NBN’).

A blue or amber LAN light indicates the NBN box and your WiFi gateway are correctly connected. 

Step 4: Check for service outages

Your ISP or the NBN could be undergoing scheduled maintenance or experiencing an unexpected outage. 

To check the current NBN status, head to the NBN Network Outages page and enter your address. Most ISPs also have a webpage where you can perform a similar service outage check; otherwise, you might have to call them. 

Step 5: Test your connection with an ethernet cable

You can use an Ethernet cable to see whether a weak WiFi signal is creating issues. 

Plug one end of the cable into an available “LAN” port on the back of the router and the other end into the Ethernet port on your computer. If it suddenly works, the issue likely resides with the router or a poor WiFi signal instead of the NBN or your ISP. 

Step 6: Contact your ISP

Any decent ISP will offer free troubleshooting advice over the phone, but they might make you wait on hold for a while. If you’ve tried all of the above, call your ISP to see if they can help. You’re more likely to get detailed information if you’re using their supplied router. 

Should the ISP tell you the issue is with the NBN box, you’ll need to contact NBN Co. Before doing so, check page seven of the NBN box troubleshooting guide to learn more about what the different coloured lights mean.  

Geeks2U is here to help

No need to resign yourself to an offline lifestyle. Professional help is only a phone call away. 

If your ISP and NBN Co. can’t help, get in touch with the team from Geeks2U. We’ll send a skilled IT support technician to your doorstep to perform a comprehensive home WiFi setup with our no-fix, no-fee guarantee.

FAQ

• Why is my NBN connected, but I have no internet?

  It could be due to a modem/router issue, a blocked WiFi signal, outdated equipment, an NBN/ISP outage, or a bad cable connection.

• How do I reset my NBN modem?

  How do I reset my NBN modem?
  Hold the “reset” button for a couple of seconds, then wait up to 20 minutes for the connection to re-establish.

• What should I do if there are no lights on my NBN box?

  If your NBN box isn’t working and there are no lights, it’s likely a power supply issue. Ensure the power is plugged into a working power point and you have no electrical issues at home.

• How can I check if NBN is down in my area?

  Go to the NBN Network Outages webpage.

• When should I replace my NBN modem?

  Consider replacing your NBN modem if it disconnects frequently or you have a slow connection speed.