NBN FTTP troubleshooting no internet connection

If you are a Uniti NBN Fibre to the Premises (FTTP) Customer and you are having issues with your service, some simple troubleshooting may get you back online. Follow the steps below and hopefully you will be back up and running in no time.

Next Century
13 steps
26 seconds

Nbnco

Locate your indoor NBN™ equipment, this will be a Connection Box and a Power Supply unit. This is most commonly installed on the inside of an outer wall of the premises, sometimes in the garage.

Since mid-2013, NBN™ Connection Boxes have been installed with a plastic cover by default. To lift this cover and see the ports and lights, gently prise the bottom of the cover away from the two clips holding it in place at the bottom of the unit and then lift the cover upwards.

Start by confirming that the lights on your NBN™ hardware are doing what they should be which is shown below.

If both your power light and Optical light are green, then the next thing to check id the UNI-D lights on the unit. There are four UNID-D ports on the device, on one of which your service is provisioned and which port is in use can vary, but it is usually the UNID-1 port (if you are unsure, check out the activation email you would have received from our Provisioning staff when your service was first connected)

If the UNID-1 (or whichever your service is provisioned on) is Green or Orange, and solid or flashing, that's great! If not, please ensure that the cable between your router and the NBN™ Connection Box is firmly plugged in at both ends and isn't visibly damaged.

If the UNID-1 light is not illuminated, there may be an issue with the cable your are using. Please test an alternate cable between your router and the NBN Connection Box.

In some cases your router will be located in a different room to the NBN™ Connection box itself. This introduces a number of possible causes for problems, including faulty wiring or wall sockets. To ensure this is not a contributing factor, please ensure that your router is connected directly the the NBN™ Connection box.

There are different kinds of Ethernet cables. For NBN™ FTTP connections, it is strongly recommended to use Cat 6 or Cat 5e. While a Cat 5 cable will work, it won't support the speeds of your NBN™ FTTP service.

If you still can’t get online, perform a power cycle by following the steps below. **Do not press the reset button on your NBN™ Connection box, if a fault needs to be lodged, resetting the Connection Box can prevent NBN Co from being able to fix your connection remotely.**

Turn off the power at the electrical outlet that your Power Supply Unit is plugged into.

After the electrical outlet has been turned off, unplug the power cable from the power socket at the bottom of your Connection Box (not from the larger Power Supply Unit, you'll find this cable can't be removed)

Wait 1-2 minutes, and then plug the power cable back into the Connection Box.

Turn the electrical outlet for the Power Supply Unit back on.

Wait for the NBN™ equipment to reboot, and then try to view a website on your computer.

If you are still unable to connect to the internet, repeat step 9 to 13 but leave the FTTP Connect box turned off for 30 minutes. Otherwise, you will need to call your internet service provider for support.