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nbn internet not working?

nbn internet not working?

Steps to help you resolve your internet connection issues with your nbn connection type.

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Written by Gloria
Updated over 5 months ago

Summary

Having trouble connecting to the internet with your Origin Home Gateway modem?

This article helps you solve issues with your nbn connection box and modem/router configurations to get you back online. It covers troubleshooting for different nbn® connection types.

More info

Know your nbn® connection type

If your new internet connection isn't working as expected, the issue is often caused by a cable configuration problem or a modem/router configuration issue.

The steps you take to resolve the problem vary depending on the type of connection you have. First up, see the table below to see how your connection type works.

Connection type

Definition

How your modem/router connects

Fibre to the Premises (FTTP)

Fibre runs directly to premises

Modem connects to the internal nbn device

Fixed Wireless (FW)

Outdoor antenna is connected to an indoor nbn device

Modem connects to the internal nbn device

Fibre to the Node (FTTN)
Fibre to the Building (FTTB)

Fibre runs to the node (usually a hub on your street), copper lines run to the premises

Modem connects to primary phone point without filters or splitters

Fibre to the Curb (FTTC)

Fibre runs to curb, copper lines run to the premises

Modem connects to nbn device, which is attached to a primary point

Hybrid Fibre Coaxial (HFC)

Fibre runs to the node (usually a hub on your street), coaxial cable runs to the premises (you might have a coaxial cable if you have ‘pay TV’ or cable networks to your premises).

Modem connects to internal nbn device

Troubleshoot FTTP and FW connections

  1. Connect your ethernet cable (it’s usually blue but can be yellow) to Uni-D port 1, which is usually on the bottom of your nbn modem. Connect the other end to the WAN or internet port on your modem

  2. If you’ve recently switched to Origin internet, your service might be on a different Uni-D port

    • Turn off your nbn box at the wall, then connect the ethernet cable to Uni-D port 2

    • Turn the nbn box on again and it should connect within 5 minutes​

  3. If issues continue, reboot the nbn box and the router. Do this by:

    • turning off your nbn box and removing all the cables

    • waiting 5 minutes, reconnecting your cables, then turning your nbn box back on​

  4. Check the following fields in your modem configuration (you’ll need to log in to your modem to do this):

    • Protocol: IPoE (DHCP/Automatic IP/Dynamic IP)

    • VLAN: None/blank

    • Login: No login required

    • IP Address: Obtain IP address automatically​

  5. Look at the lights on your nbn device. A red Optical or Fixed Wireless light indicates an issue or outage affecting your connection

  6. If you are affected by a nbn outage, check the status of your outage​

  7. If you still can’t connect, give us a call on 1300 980 711

Troubleshoot FTTB and FTTN connections

  1. Make sure your modem is connected to the primary phone point using a solid cable without filters or splitters

  2. Try plugging in an ethernet cable for wired connections or check that wi-fi is enabled on your modem. (If wi-fi is enabled, your wi-fi light on your modem blinks frequently.)

  3. Check the DSL light

    • A steady DSL light indicates your internet connection is operating

    • A flashing DSL light indicates a lack of line synchronicity, and this may need modem configuration

  4. Check the fields in your modem configuration. Read more about your modem settings in this article

    • Protocol: IPoE (DHCP/Automatic IP/Dynamic IP)

    • VLAN: None/blank

    • Login: No login required

    • IP Address: Obtain IP address automatically

If you still can’t connect, there may be a line fault. Give us a call on 1300 980 711 and we’ll work out what to do next.

Troubleshoot FTTC connections

  1. Connect your router directly to the nbn connection device at your premises

  2. Check that your nbn device is connected to the primary phone socket

  3. On your modem, check the RPF Link light, which should blink blue every second during startup (for about 5 minutes). It will then go through to the initialising phase. The LAN light will blink 1–2 times per second during synchronisation (for up to 20 minutes). If the LAN or DSL lights don’t display, you may have a connection problem

  4. Check the following fields in your modem configuration (you’ll need to log in to your modem to do this):

    1. Protocol: IPoE (DHCP/Automatic IP/Dynamic IP)

    2. VLAN: None/blank

    3. Login: No login required

    4. IP Address: Obtain IP address automatically

  5. If you still can’t connect, give us a call on 1300 980 711

Troubleshoot HFC connections

For HFC connections, the nbn device has a single ethernet port.

  1. To set up your modem, connect an ethernet cable to the ethernet port and connect the other end to the WAN or internet port on your modem​

  2. Check the lights on your nbn modem/router. If downstream or upstream lights are not on, there may be an issue or outage that’s affecting your connection

  3. Check the following fields in your modem configuration (you’ll need to log in to your modem to do this):

    1. Protocol: IPoE (DHCP/Automatic IP/Dynamic IP)

    2. VLAN: None/blank

    3. Login: No login required

    4. IP Address: Obtain IP address automatically​

  4. If you still can’t connect, give us a call on 1300 980 711

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