FTTN and FTTB modem checks

Fibre to the Node (FTTN) and Fibre to the Building (FTTB) both use the existing copper phone line for the last part of the connection:

• FTTN: fibre runs to a cabinet in the street, then copper runs to your building.
• FTTB: fibre runs to a cabinet in your building’s communications room, then the building’s own phone wiring runs to your office or unit.

Neither type has an nbn connection box. Your modem plugs straight into a phone wall socket. The modem has to be a VDSL2 modem: an old ADSL modem won’t work. Not sure which type you have? See which nbn connection do I have.

How it should be connected

1. A phone cable runs from the modem’s DSL or phone-line port to the phone wall socket.
2. The modem’s power cord goes into a power point that’s switched on.
3. Phones plug into the modem’s phone port (usually marked with a phone icon), not into the wall. Pulse or rotary-dial phones won’t work on nbn.

If the internet isn’t working

1. Check the modem is on, with its power cord plugged in and the power point switched on.
2. Check the phone cable between the modem and the wall socket is firmly plugged in at both ends.
3. Remove any ADSL filters. Nothing should sit between the modem and the wall socket. A leftover ADSL filter can stop the connection or slow it down.
4. Older sockets (the large square plug with three prongs, often yellow, called 600-series) need an RJ11 adaptor to take a modern phone plug.
5. Use the right socket. The modem should be on the first phone socket in the building, which is usually the one closest to the front door. If you have more than one, try another.
6. Unplug other devices from every other phone socket, such as old phones, fax machines and alarm diallers. Devices left on the old sockets, and unused alarm wiring, can drag the connection down.
7. Turn the modem off and on again, then give it a few minutes for its lights to come back on.
8. If the modem’s DSL or internet light is steady but you still can’t get online, see internet down: first checks, which covers testing with a laptop on a cable.
9. Still down? Log a fault or call 1300 049 749.

Modem lights differ between brands, so check your modem’s manual for exactly what each one means. If we supplied your modem, tell us what the lights are doing and we’ll interpret them.

Is your modem compatible?

A modem that has VDSL2 but doesn’t meet all of nbn’s requirements may connect at first and then cause trouble:

• It may not reach full speed, or it may drop out.
• nbn may block it if it interferes with other services nearby.
• nbn may not accept a fault report until the modem is replaced.

If you bought your own modem, check with the manufacturer that it fully supports nbn’s VDSL2 specification and is on the latest firmware. Some modems still won’t comply after an update. If yours is one of them, or you’re not sure, ask us and we’ll recommend one. Also note that an nbn FTTC box can’t be used on FTTN or FTTB.

Where to put the modem

It has to sit near the wall socket. Where you can choose, put it somewhere raised and central, clear of thick walls, large furniture and TVs, and not in a cupboard. That gives your Wi-Fi the best reach. For slow Wi-Fi or dropouts, see slow or dropping out.

Before you call us

Have this ready:

• The modem’s make and model, and which lights are on, off or flashing
• Which wall socket it’s plugged into, and whether you’ve tried another
• Whether there are filters, alarms or other devices on the phone sockets
• What you’ve tried, and whether the whole office is down. If it is, we treat it as urgent.