What should be done if the NTD is missing?
If you’ve just moved in and can’t locate your NTD or nbn™ connection box, no stress, we can help. Give us a call on 08 8490 7100 (Monday to Friday, 8:00am to 5:00pm ACST) and we’ll organise a replacement for you. This device is required for certain nbn connection types.
What should I do if there is no NBN DSL Socket?
If you’re on an FTTN (Fibre to the Node) or FTTB (Fibre to the Building) service and can’t find any nbn™ DSL sockets, it’s a good idea to check for an Ethernet wall socket instead, especially in newer buildings or apartments.
If the Ethernet socket doesn’t work, or there are no DSL sockets available at all, just give us a call on 08 8490 7100 (Monday to Friday, 8:00am to 5:00pm ACST) and we’ll help you get connected.
If your property has recently been demolished and rebuilt and doesn’t have any nbn™ DSL sockets, get in touch with us and we’ll work with nbn Co. to sort things out and make sure you have a suitable connection in place.
What should I do to relocate my NTD at the house?
For FTTC (fibre to the Curb) Connections:
You can try using a different telephone wall socket in your home. Just keep in mind that not all sockets may be active, so it’s best to leave your NTD connected to the one that’s currently working.
If you’d like to move or change the socket location, you’ll need to arrange a licensed cabler to do this, as it’s not something we’re able to modify. This would be at your own cost.
For HFC (Hybrid fibre-Coaxial) Services:
You can try using a different coaxial wall socket in your home. If there’s only one available, it’s best to use the one installed by nbn™.
If you’d like to move or change the socket location, you’ll need to arrange a licensed cabler to assist, as this isn’t something we can modify. This would be at your own cost.
For FTTP (fibre to the Premises) Connections:
Moving your nbn™ connection box (NTD) isn’t something that can be done without approval from nbn Co.
If you’d like to relocate your NTD, you’ll need to contact nbn Co. directly for advice and to arrange the move. Please note that fees may apply, especially for FTTP (Fibre to the Premises) connections.
How can I replace my NBN battery backup?
If you need to replace your nbn™ battery backup, you can purchase a suitable replacement from a battery retailer, such as Battery World, or other similar providers.
Once you have the new battery, simply follow the instructions provided with your nbn™ connection box to install it. This helps keep your service running during a power outage.
Why am I facing Packet Loss?
Packet loss can happen for a few different reasons, and finding the cause is the first step to getting things running smoothly again. Some of the most common causes include:
Network congestion
When there’s a lot of traffic on your network or across the internet, some data can get dropped along the way.
Wi-Fi interference
If you’re using Wi-Fi, things like nearby networks, electronic devices, or even walls can affect your connection.
Cables or hardware issues
Damaged or older cables, routers, or other equipment can sometimes lead to packet loss.
Jitter and latency
Inconsistent connection (jitter) or delays (latency) can impact performance, especially for gaming or video calls.
Firewall or security settings
Some firewall or security software settings can block certain data and cause interruptions.
Other interference
In rare cases, software conflicts or unusual network activity can affect how data is transmitted.
What you can try
Start with a few quick checks:
• Restart your modem and router
• Check your cables and connections
• Run a speed test to see how your service is performing
• Make sure you’re not using a VPN, as this can affect speeds and stability
If you’re gaming, it’s also worth checking the game server you’re connected to. High ping or crowded servers can cause similar issues.
What does Raising a Fault mean?
“Raising a fault” means we’ll officially log a service issue with nbn™, so they can investigate what’s causing the problem with your connection.
In most cases, nbn™ will first try to fix the issue remotely. If that doesn’t resolve it, they may arrange for a technician to visit your property to diagnose and fix the problem.
Raising a fault is the first step in getting the issue looked at and working towards a resolution.
How long does it take to get a technician visit?
The timing for a technician visit can vary depending on a few factors:
Fault approval:
We’re only able to book a technician once nbn™ has confirmed there’s a fault with your service. Once approved, they’ll provide us with the next available appointment times.
Typical timeframes:
For most fault-related issues, appointments are usually available within around 2 business days from when the fault is raised.
More complex issues:
If the issue is more complex, it may require multiple visits, which can extend the overall timeframe.
New installations:
If you’re setting up a new service, appointment times can vary depending on the nbn™ technology and availability in your area. This can range from around 3 to 6 weeks. We’ll always book the earliest available time offered by nbn™.
NTD Upgrades:
If you’re upgrading your FTTP or HFC service to a 2Gbps plan, you may need some additional equipment.
In some cases, we’ll send you a self-install kit to set things up. Otherwise, nbn™ may arrange for a technician to visit and upgrade your NTD to support the higher speeds.
What happens if the technician does not show up?
If your nbn™ technician hasn’t arrived, we recommend waiting at least 60 minutes after the end of your appointment window to allow for any delays (1:00pm for morning appointments and 6:00pm for afternoon appointments).
If they still haven’t arrived after this time, please give our support team a call on 08 8490 7100 and we’ll follow it up for you.
What if I need to reschedule my NBN appointment?
You can reschedule your nbn™ technician appointment up to 24 hours before the scheduled time by getting in touch with us.
To make changes in time:
For morning (AM) appointments, please contact us before 8:00am (local time) the day prior
For afternoon (PM) appointments, please contact us before 12:00pm (local time) the day prior
Please note that appointment times are set by nbn™, and availability can be limited. Rescheduling may mean waiting an extra 2 to 3 days for the next available appointment
How will I be notified if a technician visit is arranged?
We’ve got you covered. Once your technician visit is booked, we’ll send you a confirmation with all the details.
You’ll receive the appointment date and time from us, and nbn™ will also send you SMS updates to keep you informed.
If you’re unsure about your appointment or need to make any changes, just get in touch with us. We’re here to help and make the process as smooth as possible.
What is the wait time for an update if a fault was rasied?
Once we’ve raised a fault, nbn™ will usually provide an update within 2 business days.
In some cases, if the issue is more complex, it may take a little longer. As soon as we receive an update, we’ll pass it on to you straight away.
What are Sync Rates for FTTN?
Your sync rate is the speed at which your modem connects to the network over the copper line.
For FTTN (Fibre to the Node) connections, the maximum sync rate is up to 100/40 Mbps, which is the highest speed available on this technology.
However, not all properties can achieve these speeds. The distance between your property and the node plays a big role, the further away you are, the more your speed may be affected.
What should I do if my NBN Box / ONT is faulty?
If you think there might be an issue with your nbn™ connection box (NTD/ONT), don’t worry, we’re here to help.
Just get in touch with us and we’ll run through some checks to diagnose the problem. If there’s an issue with the device, we’ll take the next steps to get it sorted for you.
What is an isolation test?
An isolation test helps us narrow down where the issue might be.
We’ll ask you to connect your computer directly to the nbn™ connection box (NTD) so we can run a few checks, like testing speeds, checking for dropouts, and reviewing connection stability.
This helps us determine whether the issue is coming from the nbn™ network or something within your home setup.
A bridge tap is a common issue that can affect your connection, especially on FTTN services. It happens when multiple telephone lines are connected to the same nbn™ line, which can cause interference and lead to slower speeds or dropouts.
What you can do
You may be able to improve your connection by removing any unused telephone lines:
• Check your home’s phone wiring and identify any extra sockets or cables connected to the main line
• Disconnect any unused telephone lines, as these can interfere with your service
If you’re unsure or not comfortable making these changes, we recommend contacting a licensed cabler to assist with your internal wiring.
While bridge taps are a common cause of connection issues, they’re not the only one. If you’re still experiencing slow speeds or dropouts after addressing this, get in touch with us and we’ll help you investigate further.
