What should I do if I have no connection?

First thing's first, check if there's an outage currently affecting your service in the Buddy Telco app.

If your service is not affected by an outage, try giving your hardware a power cycle.

If that doesn't work, then you'll need to narrow down where the issue is coming from. The two most common culprits are either the NBN equipment or your own, e.g. cables or your router. Here are some things you can try to determine the cause of your issue.

For Fibre to the Node (FTTN) or Fibre to the Building (FTTB) connections

Check the lights of your modem.

If the DSL light is flashing or unlit:

• Try running a spare DSL or phone cable from the wall socket to the modem.
• Plug the modem into any other phone or DSL ports you may have in the property.

If the DSL light is lit up and solid:

• Check that your device settings match our recommended settings.
• If the settings look good, then perform a power cycle.
• If the problem persists, please reach out to our support through live chat.

Learn more about our recommended device settings.

For other connection types (FTTP, HFC, FTTC)

Check the lights on the NBN connection box are behaving normally:

HFC

• The four lights should be lit up and solid.

FTTP

• Power should be solid green.
• Optical should be either flashing or solid green.
• Alarm should be either off or solid green.
• UNI-D should be any combination of flashing or solid and, yellow or green.

FTTC

• Power should be solid blue.
• Link should be solid blue.
• DSL should be solid blue.
• LAN should be flashing or solid blue.

If the lights don't match the above, you can give the NBN connection box a reset by pressing a pin or toothpick in the reset hole on the back for 10 seconds.

Note: If you have a FTTP connection, don't reset the NBN connection box and move on to the next step.

If you're still unsure where the issue may be coming from, you can unplug your router, and plug another device into the NBN box (like a spare router, or computer with an ethernet port). If it can't get a connection, the issue might not be your equipment.

If you're still not having any luck after trying these tips, you can run some tests on the Buddy Telco app and raise a fault. 

Take a look at our guide on how to raise a fault in the app.