Troubleshooting FTTH for No Connection

This guide applies to non-NBN™ Fibre to the Home (FTTH) services such as OptiComm or RedTrain.

 

1. Visit Network Status page to see if any known issues in your area are affecting your connection.
2. Locate your modem and ensure that it's connected correctly. Setup guides are available here.
3. Check that all cables are in good condition and plugged in securely, without any kinks.
4. Locate your FTTH Connection Box. This is most commonly installed indoors on the inside of an outer wall of the premises, sometimes in the garage. Some older installations may be in an outdoor cabinet on an exterior wall of the premises. Examples can be found in the appendix of this guide.
5. Locate the Connection Box's power button or electrical outlet and turn it off for at least 10 seconds.
   Note: If an outdoor Connection Box has no apparent power button or switch, skip this step.
6. Turn off the electrical outlet for your modem and leave it off for at least 10 seconds.
7. Turn the outlet back on and wait for the modem lights to settle.
8. Attempt to view a website.
9. Attempt to view a website on other devices connected to your modem via WiFi or Ethernet cable.
10. If your device is connected via WiFi, stand next to your modem to rule out any WiFi signal issues.
11. If you can view websites on devices connected via Ethernet cable but not on WiFi, switch to troubleshooting WiFi No Connection.
12. If you lose your WiFi connection in certain parts of your home, see our guide on improving WiFi signals.
13. If you can view websites on some devices but not others, see our guide on Browsing issues.
14. Contact us for further assistance.