Power outages, nbn and your business devices

Unlike the old copper phone lines, nbn equipment needs mains power. When the power goes out, your nbn internet and any phones running over it stop working too, unless you’ve arranged back-up power.

What happens in a blackout

• Every nbn technology stops in a blackout at your premises. The nbn connection box and your router both need power.
• Back-up power at your end only helps if nbn’s network still has power. For FTTC, FTTN, FTTB, HFC and Fixed Wireless, if the outage also takes out nbn’s equipment in the street, the building or at the tower, a generator or UPS at your office won’t bring the service back.
• Each powered device needs its own back-up. A UPS on the nbn box alone isn’t enough: the router, network switch and any desk phones need power too.
• Keep a charged mobile phone handy, so you can still make calls (including to 000) during an outage.

FTTP battery back-up

Some FTTP sites have a separate power supply unit with a battery, installed before June 2024. nbn no longer supplies these. If yours has one:

• It can keep the nbn connection box running for around five hours in a blackout. It only powers the nbn box, not your router or phones.
• When the battery needs replacing, a red light comes on next to Replace Battery and the unit beeps every 15 minutes. Four beeps a minute means less than half the charge is left.
• Avoid switching the mains power off and on, as it shortens battery life.
• Replacement batteries are a standard 12V sealed lead-acid type (7.0 to 7.2Ah) sold by battery retailers. Old batteries are hazardous waste: take them to a battery recycler, not the bin.

If you need back-up power for your nbn service, talk to us about the options.

Business devices to check

Some devices that used to run over copper phone lines may not work on the nbn at all, or may stop in a power outage. nbn can’t advise on individual devices, so check with each device’s supplier.

Device	Who to ask
EFTPOS and health claim terminals	Your terminal provider (often your bank)
Security alarm monitoring	Your security monitoring company
Monitored fire alarms	Your fire alarm provider
Lift emergency phones	Your lift maintenance company
Medical alarms and emergency call buttons	Your alarm provider
Fax machines	The fax machine supplier

Questions worth asking each supplier:

1. Will this device work properly over our nbn connection?
2. Which type of phone or internet service does it need?
3. Can it still dial out during a power outage or an nbn outage?
4. If not, what do you recommend instead, and what does it cost?

Many suppliers now offer devices with their own battery and a mobile network connection, so they keep working when the power or the nbn is down.

Fire alarms and lift phones: if a monitored fire alarm or lift emergency phone is still on an old copper line, the building owner or manager must arrange for it to be moved to the nbn or another technology. Once it’s moved, ask the provider to test it.

Once you know what a device needs, let us know so we can make sure your service suits it.

Medical alarms and Priority Assistance

If anyone relies on a medical alarm, check with the alarm provider that it works on your connection and keeps working in an outage; a model with battery and mobile back-up is often the safest choice. Priority Assistance, for people with a life-threatening medical condition, is offered by Telstra (and some other providers). nbn doesn’t provide it directly.